5 Essential Dental Front Desk Receptionist Duties to Skyrocket Your Practice Success

As a dental practice owner, patient retention is among your most important goals. Because your receptionist is responsible for the very first and last impression clients get of your practice, having someone well-qualified in that position is absolutely essential. So, what makes a great dental receptionist? Let’s take a look at a few of the indicators that your candidate will be able to handle the critical front desk receptionist duties that are necessary for success.

What are the main dental front desk receptionist duties?

Before delving into the most important qualities and skills your dental receptionist should have, it’s important to understand just what this critical role entails. Knowing what is expected of your front desk representative can help you gain better insight into what type of candidates you should consider to fill the role.

Front desk receptionist duties extend far beyond simply answering phones, greeting patients and scheduling appointments. Dental receptionists also perform a number of other duties around the office, all of which, if not done well, could negatively impact patient experience.

In addition to the basics listed above, things a dental receptionist should know include how to manage and maintain accurate patient records, how to handle payment for services rendered and what is involved in data protection laws to avoid potential breaches.

What are the qualities of a successful dental receptionist?

While each dental office is different, there are certain commonalities that successful dental front desk personnel possess. The following characteristics enable agents to more effectively perform their required front desk receptionist duties.

Exceptional communication skills

One of the most important things a dental receptionist should know is how to handle communication in a positive, professional way. Whether it’s answering the phone, greeting clients as they arrive, processing payments, booking follow-up appointments or simply working with colleagues to manage the day-to-day operation of the clinic, the ability to communicate effectively is essential.

It can also be helpful to hire a receptionist who is empathetic with patients, since visiting the dentist can sometimes be a stressful experience. The ability to put an anxious client’s mind at ease is one of the most valuable yet often overlooked front desk receptionist duties.

Ability to multitask

Running the front desk of a busy dental practice requires a receptionist to wear many hats. At any given moment, your front desk agent could be juggling multiple incoming calls, trying to serve a line of clients looking to check in or check out, pulling files and looking up patient information for other staff and a host of other day-to-day tasks and activities. Being able to multi-task these fundamental front desk receptionist duties without getting frazzled or dropping the ball is the key.

Technical skills

Among other things, a dental receptionist should know how to manage equipment and software. Most practices today operate either entirely or at least partially digital, which means your receptionist must know how to access and manage electronic records for your patients.

Front desk agents must also perform a number of general administrative front desk receptionist duties, such as using a printer, managing a multi-line phone system, making photocopies, sending faxes and more. Someone who is tech-savvy and can think on his or her feet would make a great dental receptionist.

Positive attitude

Juggling a multitude of front desk receptionist duties isn’t always a walk in the park, and without a positive attitude, it can be easy to become overwhelmed. Frustrated receptionists send out a bad vibe to clients, which can result in poor reviews and costly turnover. Starting your front desk off on the right foot with someone who has a positive, can-do attitude and doesn’t let the little stuff get in the way of delivering exceptional service is what you should be aiming for.

Calm under pressure

As mentioned, the job of dental receptionist can be intense. Being able to remain calm, cool and collected regardless of the pressures that are weighing on them is what sets exceptional receptionists apart from the rest. Keeping waiting patients informed, not getting flustered when the phone is ringing off the hook and always treating clients with respect, despite the hectic clinic environment are things a dental receptionist should know and master.

Your receptionist is the heart of your dental practice. Understanding what front desk receptionist duties and skills to look for when staffing this role will help set your clinic up for better long-term client success.