The opening date is to be considered up to 29 April 2026 as the closing date. The role is to ensure high standards across all administrative and front‑office duties within the reception and wider administrative team. It includes providing comprehensive administrative support to the dental team, managing diaries and appointments effectively, and delivering high‑quality face‑to‑face customer service to patients and visitors. The post holder coordinates day‑to‑day reception services within the Dental Directorate and contributes to service continuity by offering cross‑cover support to other administrative staff across Dental Services.
Main duties of the job
The role is responsible for ensuring the smooth and efficient running of administrative and reception services within the Dental Directorate. It combines a range of duties that support clinical teams, maintain effective patient flow, and uphold high standards of customer service. A key part of the role is providing administrative support to the Dental Team, which includes producing documents using appropriate software. The post holder may complete delegated tasks from senior staff and is also required to attend borough meetings, take accurate minutes, and distribute them to relevant members to support clear communication across the service.
A major element of the role is the day‑to‑day coordination of reception services. This involves managing clinical diaries in collaboration with clinical staff to ensure clinics run efficiently and appointment slots are used effectively. The post holder oversees the appointment booking system, ensuring patient details are entered accurately and appointments are managed in a timely manner.
Job responsibilities
To provide a first‑point‑of‑contact function for all enquiries regarding the Service and to deal with general enquiries, resolving issues from patients, carers and other health professionals, and external organisations, both in person and by phone, signposting where necessary.
To communicate appropriately and sensitively with patients/carers/relatives who may be fearful, anxious, vulnerable, have special needs and/or challenging behaviour, including those with physical and learning disabilities, visual or hearing impairment, dementia, or non‑native English speakers. This list is not exhaustive.
To maintain patient and staff confidentiality at all times, adhering to Trust information governance and data‑protection policies and procedures.
To manage, organise, maintain and co‑ordinate electronic clinical appointment and patient record systems, ensuring appointments are booked efficiently and comprehensively, maximising clinical time available (e.g. SOEL electronic patient record system and Chronos electronic appointment system).
To receive, process and accurately enter patient sensitive/confidential information onto the electronic clinical appointment and patient record systems, ensuring all user fields are completed and updated each visit.
To document direct and indirect contact with patients in the electronic patient records in line with local policy and procedures.
To monitor, process and log referrals, organising appointments directly with patients/carers via telephone and letter.
To file, retrieve and archive patient referrals/records/notes and to be responsible for the archiving of patient records in accordance with Trust policies and procedures.
To provide word‑processing, photocopying, scanning and faxing of documents; collate and circulate documents; draft and type letters and documents for signature and proofreading when required.
To receive and divert telephone calls, record comprehensive and complicated messages, analyse the information received and determine the appropriate action and priority for the attention of clinicians.
To identify patients eligible to pay charges/fees, collect/receive payments from patients or their carers and issue receipts.
To ensure all cash floats and patient charges/fees are accurately balanced and financial records are updated on a daily basis.
To bank patient charge/fees revenue following standard operating procedures.
To manage and process all incoming and outgoing mail, including referrals.
To co‑ordinate the sale of dental resources, monitor and maintain stock levels (where applicable). To monitor and maintain stationery stock and request procurement of resources when required.
To liaise with dental laboratories regarding dental appliances for patients, including collection of and deliveries of appliances and general enquiries.
To organise and book interpreting services for patients and their carers.
To demarcate an awareness of the complaints procedure, defuse and resolve potential conflict/complaint situations to avoid escalation.
To liaise effectively with patients, colleagues, patient representatives and partner agencies at all levels within the Trust and across the NHS and other organisations.
To organise and administer meetings and events, including minute taking/coordination of agenda items, progressing follow‑up actions and making accommodation and catering arrangements.
To work independently, prioritising own workload, while ensuring the waiting and reception areas are welcoming, clean and tidy, and that patients remain safe within the reception area.
To recognise and assist with medical emergencies, work as part of a team, allocate duties to others if appropriate and provide guidance and advice to new staff and colleagues.
To identify working environment risks and report them immediately, ensuring safety for everyone.
To work within National and Trust Policies and Procedures, respect diversity, and comply with annual PDR and appraisal system. To participate in personal objective setting, review and create a personal development plan.
Person specification
Job Specific Requirements
* Ability to prioritise own workload, identify and manage competing pressures.
Sponsorship / Relationships
* Confirm right to work status.
* State any relationship with director or employee of appointing organisation.
Other
* Ability to travel independently across the Trust.
* Ability to work flexibly in accordance with service needs.
Skills and Knowledge
* Good working knowledge of Microsoft packages (Word, Excel, Access).
* Excellent keyboard skills.
* Excellent communication and interpersonal skills.
* Excellent telephone skills.
* Ability to work effectively as a team member.
* Ability to work on own initiative.
Experience
* Proven experience of working within an office environment.
* Previous reception and administration experience.
* Proven experience using Microsoft packages (Word, Excel, Access).
* Word processing/typing skills to RSA 3 or equivalent.
* Experience of minute taking.
* Experience of electronic patient record and appointment systems (e.g. SOEL Health, Exact, R4).
* Experience dealing with a range of health, education and social care professionals.
* Experience dealing with patients with a wide range of physical and learning disabilities.
Qualifications
* Good standard of general education.
* NVQ Level 2 Customer Care or equivalent, or working towards.
* Shorthand.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires a submission for Disclosure to the Disclosure and Barring Service to check for any previous criminal convictions.
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