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?

Listen to people, speak up, be aware people calling you could be in considerable pain - two weeks ago when calling round the amount of couldn't care less sounding people I spoke to was just weird, one person answering the phone was just so faint speaking I could barely hear them. (it gave me utter confidence in the role I was doing at the time, that I didn't sound quite like that when answering a telephone so perhaps call your competitors)

Where possible tell people how much they will have to pay in advance. Be knowledgeable. I would rather have known that a tooth extraction would go on to cost £269.00 up front and when should I book the next appointment - only to be told by the receptionist when you think the extraction site has healed as some answer, only through one of my parents nhs dentist have I learnt that means roughly 3 months. Don't get me started on these dentist practises who have to make a thing out of nervous patients when we can't all be sedated - going on about it helps no body.

Agree with PPs who have mentioned being aware that some patients are terrified. Also if said terrified patients are kept waiting for 45 minutes for a planned extraction and end up having a panic attack, do not laugh at them. This actually happened to me. The dentist was great and the practice advertised that they work with nervous patients. There's no point doing this if it doesn't filter down through all the staff. I'm hesitant to go back because of this.

Aim to be polite, cheery and understand people might be anxious. A good dental receptionist makes all the difference to patient experience. I left one practice in the end as the receptionist was offhand, a bit patronising and didn’t seem to care at all. I felt really awkward even though I didn’t say anything the first time and just tried to model polite behaviour back! I mentioned it to the dentist in the end who was surprised but said thank you as receptionists give the first and last impression of the surgery.

Good luck, hope it goes well and hope you have some nice patients!

If the dentist is running late, say so when you check the patient in. I'd rather pace around the block, then sit fretting while I wait for treatment.

If you have TV on in the waiting area, be judicious on choosing channels. Daytime TV can be supremely depressing (and unsuitable for children).

• Smile
• Act like you'll try to help even if you're certain it's a dead-end. For example, if you know for a fact there are no appointments available on Thursday and someone says they need an appointment for Thursday, say you'll double-check for them. If you say no without checking then they'll assume you just can't be bothered to help.
• Ask people how much notice they'd need if a cancelation comes up. For example, with the Thursday person above, if they live two minutes away and have a flexible schedule then at 9am on Thursday when the 10am appointment phones up to cancel because they have Covid or their car has broken down, you could phone the other person and fill the spot. It makes everyone's life so much easier and the Thursday person would be so grateful.