I need tips for my new job. What do you like in a dentist's receptionist?

[loveireland]

Starting my new job later today. I've been out of the workplace too long. Any tips on how to succeed? What makes a good receptionist?

Someone who smiles and is cheery.

Be organised, be friendly and remembers lot of people are genuinely scared of being there. A little bit of compassion will go a very long way. Congratulations on the new job, best of luck!!!

Smile and be welcoming. Acknowledge people when they are waiting at the desk, even just making eye contact if you're on the phone. Don't assume anyone knows what to do/where to go. Remember lots of people will be super anxious.

Remembering people's names. Like saying " Bye Mr Jones, see you in 6 months".

Tip from a dental nurse, never try to make a clinical decision or inform a patient too in depth if you are unsure on the situation. Patients often ask the receptionists things that shouldn't be directed their way, just simply be smiley and cheery and ask the dentist/nurse for advice. Good luck!

Prioritising the person in front of you over the person on the phone. Answer the phone and ask the person to hold. Then deal with the person in front of you.

Politeness.

The receptionists at my dentist are fab. They are so friendly and helpful. When I was having toothache they pulled out all the stops to find me cancellation appointments so I could be seen quickly. These are qualities I would aspire to.

If things are running late please tell me. My time is valuable too. I don’t mind if you’re running half an hour late (to be honest I expect it). But it makes such a difference if i am sitting in the waiting room and I know that. I can email work and tell them I will be later than expected, I know it’s worth me getting on with emails rather than flicking through Facebook etc…

Smile and don't treat patients as if they are an annoying inconvenience like one of the receptionists at my dentist.

Friendly and helpful.
I've been a dental receptionist in a very busy practice. It's not possible to know everyone's names unless you look at the computer.

Wouldn't prioritise someone who had just walked in if I was on the phone either. That's not how it works. I've always said 'I'm sorry to keep you waiting, I'll be with you in just a moment'.

Also, I find people can be very entitled when it comes to dentistry and some can be very rude. Don't let it get to you.

Depending on what software you're using we used Exact it looks daunting to use but so easy when you get the hang of it.

Always go by the dentists diary. So say if they say check ups between 9-12 that's where you put them unless instructed to otherwise. They can be funny about their dairies and it makes for smoother running of things.

Good luck and hope you enjoy your first day.

My dentist receptionist says, "Hi Terry" when I walk in. I literally have no idea how she knows. I mean there's six people in the waiting area. I think they maybe cue up the x-rays and she has x-ray vision and sees my teeth.

Also, she's lovely about the fact that I'm bricking it.

Ah, welcome to the dental World.

Be welcoming and hospitable. Give clear instructions and directions for any tasks.

There will be problems with the diary changing and appointment availability; do your best to iron out the wrinkles, but some problems cannot be satisfactorily fixed, and that will be out of your hands. Some people will kick off at you. Don't internalise that, their emotions are their problem to deal with, not yours.

Most people are lovely but may be scared. If someone is especially frightened as they come in, see if you can give the clinical staff a heads-up (our software package has an instant messaging system to communicate with the surgeries). Sometimes the person on reception gets the most honest story!

If you're unsure of something, tell the patient you'll check with a colleague and come back to them. People are fine with that as long as you do come back; keep a to-do list beside you and write things down, because otherwise you will get home and remember what you forgot.

Ask questions as they arise and don't feel awkward about it. You're new, your colleagues will be expecting to teach you and support you.

Good luck for today, hope it all goes well!

I would be super impressed with a receptionist who asked me if we could find some time for them to shadow in surgery to get a better understanding of how things worked. And who asked when they weren't sure (and there will be a lot of that to start with)
My receptionist is the first person to know about serious issues. The sepsis trust has some online resources it would be worth looking up - my receptionist picked up someone with potential sepsis over the phone recently and got them the help they needed. Also dental trauma - ask how the practice manage that so you know before it happens what to do. My receptionists are instructed to ask a few simple questions to ascertain that the dental practice is the right place and that they don't have more serious injuries that need A&E and then physically come and tell me.
Oh, and don't be surprised by the number of sweets and cakes in the staff room. We may spend all day telling people to cut back on sugar but we all ignore that ourselves.

Our dental receptionists are pleasant and kind. I don't know if they remember me, but they make general chit chat about the weather or the traffic.
One important point for me is often when I'm paying, I feel a bit shaky after treatment, so being gentle about that aspect of it really helps as well.

Ours do the same thing and I have no idea how she knows my name

She also knows who my parents are and asks about them! They're an insanely organised, small practise and their customer service is excellent.

Be aware of patients who have a phobia about going to the dentist. They may seem aloof or surly at reception but they're just quiet. They can also go the other way and seem hyper due to anxiety. Good dentists have a note to flag up nervous patients anyway.
An awareness of when a patient might be about to faint is always a good one!
A composed and competent manner (even if you have to fake it to begin with).

I had my teeth kicked in by a horse and rang my dentist on the verge of tears. I will never forget the receptionist - her name is Aisling - and her reassuring kind manner. I can't remember what she said (actually not many of us recall conversations accurately) but I will always remember how she made me feel. As if everything would be just fine.
So, that.

@20viona I am in agreement, I'm also a dental nurse and my husband is a dentist. The biggest pain is reception giving the wrong advice to patients.... which then leads to patient expectations that may not be possible.

ALSO, NEVER please, for the love of god. Book an emergency patient in to a 5 minute gap, just to "have a look"....... it doesn't work that way! Lol

I’ve just started a new job too and I think the main thing is not to pretend you know something if you don’t and to admit that you are new and to ask for help if you are struggling to work something out in front of a client.

Don’t forget to check patients in. If patients arrive late, check if the dentist is still happy to see them, don’t just check them in.

Don’t make me feel shit about my teeth. Mine always ask if I brush twice a day and constantly tell me I’m doing it wrong

If you think a patient looks pregnant, don’t ask when the baby is due as small talk when she’s paying and arranging her next appointment. She may just have a fat stomach and it makes it all very awkward.

Calm, gentle, non judgement, empathetic, comfortable with nervous patients.

Don’t do what my dentists receptionist did - forget to tell the dentist I was in the waiting room. I waited about 40 minutes and asked the receptionist twice how long he would be. When I found out, she didn’t even apologise.

How was your first day OP?