Front Office Team Leader- Dental Practice

The Front Office Team Leader’s main responsibilities are focused on the development and optimal management of people working the FOH, the delivery of the best care and customer service to patients interacting with FOF staffand the financial growth of the practice that depends on FOH operations , i.e. filling gaps on the book!

What we ask of you:

• Experience in management/ supervising the work of others, including work allocation, rostering and guidance.
• A passion for training and development of staff through practice skills and documentation update.
• Well-developed communication, interpersonal and arithmetic skills. Great attention to detail.
• A genuinely warm & welcoming demeanour and excellent customer service skills
• A "can-do" attitude and curiosity to learn about dental procedures and systems.
• Full Australian Working rights required.

Front Office Team Leader responsibilities include (but not limited to) the management of the following processes:

· Recruitment process, including updating job descriptions, assessing initial applications, interviewing, onboarding, and induction of new team members for FOH.

· Training FOH staff on their day-to-day process and procedure and ensure compliance to the practice’s policies and adherence to practice strategic objectives.

· Review and update processes, procedures, manuals and providing directors feedback on policies.

· Auditing current processes, procedures and manuals, introducing new ones where required and continuously implementing improvements where possible.

· Improving the current Training manuals, develop a training plan by collating current manuals and overseeing training of new staff including competences to ensure successful training.

· Demonstrate leadership and work shifts of FOH if short-staffed.

· Acquire knowledge of rostering and timesheet software Deputy in order to manage roster, approve timesheets and coordinate annual leave requests and sickness leave policy for FOH staff.

· Planning and leading regular team meetings and Email Updates for FOH staff.

· Identifying staff development opportunities, coordinating professional development plans and carrying out monthly 1-to-1 chats/ feedback sessions and quarterly performance reviews of FOH staff.

· Motivating staff, managing grievances and disciplinary proceedings. “Praise in public, correct in private”.

· Demonstrating leadership by training and reviewing performance of FOH staff work, ensuring practice protocols are followed and checklists are completed.

· Delegating tasks to FOH staff as required and following up with delegated tasks.

· Creating and maintain a great work culture at the clinics, leading by example and encouraging effective teamwork approach across practice including team building exercises, team events and staff birthdays/work anniversaries. Learning optimal use of Deputy tool for staff management.

· Ensuring patients have an excellent experience when visiting the clinic, from the moment they arrive and are greeted to the moment they pay, re-book and leave.

· Keep all forms of communication with patients current and up-to-date, including letter templates, voicemail messages, information in the website, Google business place and Facebook page.

· Tracking and encouraging Word of Mouth (WOM) referrals and ensuring existing patients receive tokens of gratitude for referrals.

· Creation of report to measure and track success of marketing campaigns, such as number of new patients and return of investment (ROI).

· Ensuring that all online enquiries from website are responded promptly so patients can secure an appointment.

· Ensuring that all patient complaints are immediately flagged with Practice Manager to protect the clinics’ reputation, maintaining a log of all issues observed by FOH so they can be addressed as soon as possible and have their root cause investigated and resolved.

· Collecting and collating patient feedback to improve standards and customer service.

· Answering all Google reviews left by our patients, leaving a note on their file to thank them next time they come to the clinic.

· Overseeing the facilitation of patient payment plans and confirmation of payment.

· Coordinating the setup of all clinicians on HICAPS and ensuring operation of our HICAPS systems.

· Learning how to extract and analyse reports from Core system to populate and present KIP reports to Director weekly and monthly meetings.

· Identifying advertising opportunities, areas for development and assisting with creating and delivering new marketing strategies/ activities as directed by director.

Pay: $34.00 – $36.00 per hour

Benefits:

• Employee discount
• Free drinks
• Maternity leave
• Profit sharing

Experience:

• team leadership/ training : 1 year (Required)
• Dental receptionist: 1 year (Required)

Work Authorisation:

• Australia (Required)

Work Location: In person