We are seeking a highly motivated and experienced person to work with our Front of House Reception team. As the Team Lead, you will manage and direct a team of 5-7 Receptionists/Administrators. You will run and manage all rosters for your team. You will be responsible for all face-to-face patient engagement as well as managing incoming calls, emails, and web queries (Boxly). This is a player/manager role, where you will lead by example and where necessary step in to assist the reception team. Your primary goal will be to lead our customer service team in delivering exceptional service and building lasting relationships with our patients.
Responsibilities
· Supervise and lead the reception team, ensuring they are trained, motivated, and responding to all face-to-face patient and inbound call/email queries in a live environment.
· Manage the patient scheduling and appointment booking process, ensuring efficient and effective appointment management.
· Daily and weekly Accounts systems administration and management.
· Ensure patients are greeted and processed in a timely and efficient manner.
· Manage and direct monthly team meetings regarding patient experience, complaints, scheduling, patient payments etc.
· Manage reception rosters to ensure adequate resourcing of staff for peak times.
· Conduct performance management procedures according to internal company policy.
· Manage the 3Dental internal patient database to ensure all calls (inbound and outbound) are tracked, monitored, and actioned.
· Collaborate with the clinical team to ensure patient care aligns with our high-quality standards.
· Address and resolve patient queries and concerns in a timely and empathetic manner, ensuring all complaints and feedback are actioned upon with KPI timelines.
· Identify trends in patient feedback and work with the team to implement improvements.
Qualifications and Experience
Proven experience in a high-volume environment (face to face as well as phone and email engagement).
MS Office suite knowledge essential.
Experience working with customer/patient accounts software packages essential.
Previous experience as a Team Leader, Supervisor, Manager in a Customer Facing and Administration environment essential.
Strong leadership and team management skills.
Experience of dealing with hi-volume and complex patient/client queries (including call/email follow up) essential.
About us
At 3Dental we are committed to providing the latest treatments in oral healthcare at an affordable price. Open since 2016, we have created many beautiful smiles, and we look forward to creating many more.
We provide a wide variety of services to our patients including general dentistry, cosmetic dentistry, orthodontic treatment, implants and much more! We owe our success to the hard work and dedication of our team comprising of customer service representatives, Dentist technicians, dental nurses, dentists, orthodontists, hygienists.
Our Benefits
Discounted dental treatments and products.
Continuing education opportunities and professional growth and development
Access to the Premium Club at 3Arena/Circle Club at Board Gais Energy Theatre
Working Schedule
8-hour shift between 7:30am and 8pm Monday to Friday.
7 hour shift 9am-5pm Saturdays (when required – min one per month).
How to Apply
Please send your resume and a cover letter outlining your qualifications and why you are the ideal candidate for this position to [email protected]
Benefits:
- Company events
- Employee discount
- On-site parking
Work Location: In person
