Job Description

Reports to:

Practice Manager

Main Purposes of the Job:

? To lead the front-of-house team, ensuring the highest standards of patient care, efficiency, and practice coordination.
? To manage and mentor the team of Care Coordinators, setting a professional example and driving team performance.
? To manage key administrative and financial workflows, including NHS claims, invoicing, and support for the Practice Manager.
? To contribute to the financial health of the practice through budgetary support and KPI tracking.

Key Responsibilities and Main Duties:

Team Leadership & Personnel Management:

Line manage and mentor the team of Care Coordinators (receptionists), including setting performance goals and conducting regular 1-2-1 meetings.
Set the standard for professional conduct and excellent customer service for the entire front-of-house team.
Oversee the weekly rota for Care Coordinators to ensure optimal staffing levels and coverage.
Support the Practice Manager in the induction and ongoing training of new staff, including supporting the administrative and front-of-house training requirements for Dental Nurse Apprentices.
Assist the Practice Manager with disciplinary and performance-related issues as required.

Practice Coordination & Patient Management:

Ensure the smooth and efficient coordination of the practice schedule, appointment book, and patient flow. This includes actively managing and following up on patient recalls and lists of unbooked treatment to maximise appointment utilisation and patient care continuity.

Manage all patient correspondence channels (e.g., telephone, email, WhatsApp) ensuring timely, professional, and compliant communication.

Serve as the primary point of contact for complex patient queries or escalated service issues, resolving them effectively and professionally.

Act as the first point of contact for all patient complaints, confidently following the established complaints procedure and escalating matters to the Complaints Manager/Practice Manager when necessary.

Support the Practice Manager in maintaining CQC compliance for all non-clinical areas, including patient governance, consent forms, and documentation.

Contribute to quality improvement by monitoring and maintaining the quality control standards for all outbound and inbound dental laboratory work.

Ensure all patient records, administrative tasks (including scanning/photocopying), and general upkeep of the reception area are maintained to a high standard.

Financial & Administrative Management:

? Manage and submit all NHS claims accurately and in a timely manner. Monitor the practice's total UDAs performance throughout the year and report progress to the Practice Manager.

? Assist the Practice Manager in preparing the associates' clinical and non-clinical schedules, optimising for practice capacity and productivity.

? Oversee the invoicing process, ensuring correct patient charges and reconciliation of payments. Review and verify invoices from hygiene and therapy services to ensure billing accuracy.

? Ensure all patient accounts are up-to-date, correctly allocated to the relevant invoices, and follow-up on outstanding balances.

? Be accountable for the end-of-day financial reconciliation process, reporting final figures to the Practice Manager.

? Assist with budgeting for the practice, including tracking expenditure and monitoring allocated budget lines.

? Act as a key liaison with external bookkeepers and accountants, submitting andreconciling financial documentation (e.g., invoices, receipts) via platforms such as DEXT and XERO.

? Ensure all money received by the practice is handled and reconciled according to financial procedures.

Business & Marketing Support:

? Track and report on key performance indicators ?KPIs? related to marketingcampaigns and initiatives (e.g., measuring patient acquisition or conversion rates).

? Track metrics for new patient examinations, reviewing acquisition sources (e.g., website, referral) and reporting performance analysis to the management team.

? Monitor practice plan sign-ups and report membership numbers to management, ensuring the front-of-house team is fully aware of plan benefits and targets.

? Assist the Practice Manager in generating and presenting financial and operational KPIs to the Practice Principal/Owner.

? Monitor patient feedback and satisfaction, implementing improvements in front-of-house services based on data.

Practice Manager Deputisation:

? Deputise for the Practice Manager on occasions when they are absent or otherwiseengaged, assuming responsibility for essential operational decisions and staffoversight.

? Handle confidential information and sensitive personnel matters with discretion andintegrity.

Job Type: Full-time

Pay: 13.50-14.50 per hour

Expected hours: 38.75 - 41 per week

Work Location: In person