Description

Job Description

Start date: ASAP

Training period – 1 monthly full induction process followed by monthly reviews for a period of six months. Reviewed regularly by Clinic Manager.

Probationary Period – Six months

Job Description for Patient care coordinator – Front of house

Scope:

The Receptionist prove support to patients, doctors and staff at the clinic. They will also ensure a smooth running of the reception. Receptionist’s play a key role as they often present the first impression of the clinic to the patients. It is essential to have an outstanding first impression either on the phone, email or in person

Direct line:

You will be reporting to the Clinic Manager

Summary:

Ultimately, The Receptionist’s will help our company be of the highest quality customer service and clinical standards. By contributing excellent customer service skills and support the needs of the patient through their practice journey.

Responsibilities

• Answer the telephone calls and book appointments according to patients needs and doctors’ availability
• schedule and maintain appointments
• Monitor where our new patients are coming from by filling out ALL information on the patients file.
• Make follow up calls for post-surgery patients – liaise with Nurse’s to help with this task
• Stand to welcome the patient, welcome them to The Clinic and orientate them to the waiting room
• Send appointments via SMS, WhatsApp or phone call (Ensure the service is working, if not contact the company to rectify the problem
• Ask patients to fill in the registration form either on the tablet or on paper
• Double check their answers and ask them directly the questions in order to get the form fully filled out and accurate
• Upload patient’s personal details on to clinical software and any other software required
• Scan all documents to patients personal file e.g. treatment plans, reports, confidentiality letter and regularly update this file
• Ask satisfied patients for recommendations for online platforms e.g. google
• Fill all the data in for statistics
• Send how was your first visit emails to new patients.
• Complete recalls and provide reports to senior management
• Respond to website enquires
• Collaborate with Team members to hit relevant Key Performance Indicators
• Learn more in-depth detail about Dental health to be able to guide the patient in the best way
• Deal with complex enquiries from patients
• Reply to all enquiries in a timely manner
• Tidy and maintain reception area
• Ensure general clinic cleanliness
• Monitor visitors access and maintain security awareness
• Ensure appearance and grooming is matching what is set out in the grooming policy
• Assisting the patient with all insurance requirements
• Daily handover is filled in by each member of staff
• Ensure the chat is logged on by 9am and answered promptly.
• Offer patients a beverage and sit and have a conversation with them when possible
• Provide general administrative and clerical support
• Fill in morning huddle and attend at 8.30 sharp
• Assist clinic in moving to a paperless environment
• Successfully rebook any cancellations
• Support Doctors and Nurses with the internal referrals within the practice
• Take payments
• Issue invoices
• Track petty cash
• Resolve complaints
• Input charges into XERO

Requirements:

• Experienced in front of house.
• Experience in Dental/Medical
• High level customer service skills
• Experience in the UAE
• Fluent in English
• Attested Degree certificates

Skills:

• Confident
• Proactive
• Flexible
• Sales
• Negotiation
• Problem solving
• Conflict resolution
• Organized
• Customer service orientated

Role specifics:

• Full time (5 days per week including weekend)
• Visa and work permit provided
• 30 calendar days’ annual leave + public holidays
• Annual flight allowance
• Health insurance
• Dental benefits
• Environment for growth and development