Clinic Team Leader

1 week ago

Dubai, United Arab Emirates Dr. Joy Dental Clinic Full time

**Summary of the Job**:

- The Practice Manager/Team Leader is responsible for managing all operational aspects of the clinic to render excellent customer service and quality, and to ensure the smooth functioning of the clinic in line with company strategy, goals and values. The Practice Manager/Team Leader should be proactive in resolving issues, enhancing performance, skills and knowledge of the reception and nursing staff.

He/she should be efficient and meticulous and suggest ways to management to enhance revenue and improve financial efficiency.

**Essential Duties and Responsibilities**:

- To ensure the clinic runs smoothly
- Reception staff duty schedule
- Handling and responding to patient complaints
- Contacting Companies to repair faulty dental equipment
- Ensure the clinic is kept clean
- Ensure customer care of all the staff is exemplary
- To prepare schedule for all nursing staff
- To assess the knowledge of new reception staff
- To submit reports to the MD

**Reports**
- Number of new patients seen by each doctor
- Number of new patients who did not accept the treatment
- Number of new patients for whom a treatment plan/quote was prepared
- Number of patients who failed to attend
- Total number of new patients seen by each doctor
- Total number of patients seen by each doctor
- Number of new patients who accepted treatment
- Number of new patients who did not accept the treatment
- Percentage of treatment acceptance of each doctor
- Total Revenue of each doctor divided by number of new patients.
- Number of Implants treatment planned or done during the last month
- Number of EMPRESS EMAX/ZIRCONIA CROWNS done
- Number of Porcelain Veneers done
- Number of Lumineers done
- PJT (Patients Journey Tracker) Report

**Patient Complaints**
- Every patient complaint should be taken very seriously and addressed as soon as possible. Verbal complaints by patients, either personally or over the phone, should be recorded by the reception team in a spreadsheet and submitted to the Management on the same day.
- Complaints should be addressed within 24 hours.

**Training of New Employees**

New employees should be trained to carry out all duties as of a dental receptionist. They should follow all the protocols of the clinic. They should be assessed after two weeks, and again after 4 weeks.

**Ensure all staff**:

- Answer the telephone in a timely and polite manner, preferably within 3 rings.
- Routinely demonstrates superior customer service skills.
- Communicates with customers in a courteous, professional, cooperative and mature manner.
- Accurately takes messages by writing them and conveys information to recipient.
- Protect patient confidentiality.
- Enter correct data in the D4W software and scan all relevant documents in documents manager.
- Take approvals of insurance claims in a timely manner, and inform the patient as soon as it is done.
- Demonstrate the ability to handle cash, credit card and post the charges to patient’s account in the software and to update the daily report.
- Accurately tally the accounts at the end of the day and send the cash for deposit.
- Check for missed calls and call the patients ASAP.
- Send recalls as per protocol.
- Send birthday greetings daily.

**Reception Duties**
- Greeting patient procedures
- Answering telephone procedures
- Booking appointment procedures
- Morning and evening checklist
- Emergency appointment booking policy
- Appointment time schedule policy
- Consultation charges policy
- Patient payment policy
- Refund policy
- Discount policy and tie-ups
- Birthday greetings
- Patient recall policy
- Cheques collection
- Daily closure of accounts
- Policy for cancelling and rearranging of patients’ appointments
- Knowledge of all dental treatments including prices
- Awareness of Dr. Joy Dental Clinic website content
- Patient no show policy

**Daily Huddle**

Daily huddle should be held with the team. Points to be discussed in the huddle are:

- Discuss any potential problems encountered the previous day
- Check for any nervous or difficult patient coming in for the day
- Check for any emergency patient appointment availability
- Potential problems
- Look at the schedule of doctors for the next week
- Check patients whose payments are overdue
- Lessons learned yesterday

**Daily Checklist**
- To receive and check daily checklist for morning and evening duty staff

**Clinic Environment Ensure**:

- The clinic cleanliness is maintained as per standards.
- The toiletries are replaced on time, and toilets are being cleaned regularly.
- Electrical lights are all working.
- Coffee machine is working.
- Daily, weekly, monthly checks of the interior and exterior of practice.
- Opening and closing down of surgery procedures.
- Checking the cleaners are performing their duties up to standard.

**Staff Holidays**
- Receive and approve staff (Reception and Nursing staff) emergency leave.
- Arranging replacement to cover the staff on leave from other branches in co

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