Receptionist Dental Assistant

ROLE SUMMARY

Medicross Healthcare Group is a value driven organisation with a firm commitment to providing patients and their families with a holistic approach to primary healthcare of the highest quality and is underpinned by our professional service.

The Receptionist Dental Assistant has exceptional interpersonal communication skills and is the often the first point of contact to the visitors and patients of the Clinic. The Receptionist is responsible for the complete admissions process and handling of associated queries with various stakeholders. As a receptionist, you are required to be a Brand Ambassador by providing the best and safest person-centred quality customer service whilst living our values of CARE, TRUTH, PARTICIPTION, COMPASSION and DIGNITY. The incumbent will be required to provide quality customer services aligned to the overall business strategy, which is inclusive of administrative, switchboard, billing and pay point responsibilities.

KEY WORK OUTPUT AND ACCOUNTABILITIES

DISRUPTIVE INNOVATION

Reception Oversight

• Responsible for the preparation of the reception area for each working day and have all front desk activities.
• Maintain a neat and tidy reception area that is welcoming to our client base.
• Maintain compliance to the uniform policy including the wearing of your name badge.
• Deliver professional and friendly customer services at all times in alignment with the company values i.e. CARE, TRUTH, PARTICIPATION, COMPASSION and DIGNITY.
• responsible and accountable for accurate document completion.
• Ensure accuracy (quality and integrity) of information whether existing or new, on the patient file and billing system.
• Attend to all customer complaints and if unable to resolve, refer it to the Reception Team Leader or Clinic Manager.

Switchboard and Telephone Management

• Display professional telephone etiquette.
• Attend to telephonic calls and queries professionally and timeously.
• Accurately record messages in the appropriate message book and ensure that messages are delivered.
• Transfer applicable calls to the appropriate member of staff for further intervention as necessary.
• Ensure accurate bookings are scheduled with the patient’s preference of practitioner, date and time.

Patient Engagement and Administration

• Manage patient arrival in a proficient and professional manner.
• Assist patient in completing the appropriate documentation to ensure compliance to admission process as per Standard Operating Procedure.
• Verify and confirm the file for accuracy and completeness and update if necessary.
• Ensure a smooth workflow between departments, at all times.
• Capture and record patient medical and personal information on the system timeously, focusing on patient and visitor’s needs.
• Inform the patient of any outstanding balances or levies.
• Validate the patient details on the applicable switch application and inform the patient if verification was not successful.
• Direct all patients to the appropriate location, services and professional.
• Monitor patient waiting times and keep patient informed.
• Ensure that the patient is correctly billed after the visit.
• Scheduling appointments for patients with specialists as requested by practitioners.
• Manage requests for repeat scripts accurately and timeously.
• Maintain and manage stationery stock levels.
• Perform any reasonable task as instructed by immediate supervisor.

Specialist appointments Scheduling

• Receive request from practitioner and act on request timeously.
• Record details of appointment.
• Confirm appointment with patient and practitioner.
• Liaise with medical schemes and patients regarding available limits and patient liable amounts pertaining to treatment.

Repeat script request

• Obtain the patient details and patient’s file.
• Hand note and file to practitioner.

BEST AND SAFEST PRACTICE

Handling of emergencies

• Refer patients to nursing station immediately.
• Assist in transporting the patient to the nursing station if required.
• Ensure that the patient is handed over to a nurse or practitioner.
• Follow up on patient details once patient has been stabilised as per the Standard Operating Procedures.

Equipment care and Maintenance

• Sterilise all Instruments, according to protocol, ensuring infection control standards are maintained.
• Oil and clean hand pieces according to protocol.
• Oil and clean electric hand pieces after each patient.
• Fill empty and clean developer and mixer bottles.
• Ensure Chemistry is discarded as per Medical Waste Protocol.
• Clean and autoclave instruments.
• Ensure daily cleaning of the autoclave.
• Load and unload autoclave.
• Clean and reprocess equipment or instrumentation.
• Identify problems with equipment/instruments and advise applicable person to arrange for timeous repairs/acquisition thereof.

Central Assistance

• Assist the Dentist with passing correct instruments and materials/consumables used on patients on request timeously and accurately.
• Develop x-rays, if not using digital x-rays and load x-ray Digital Imaging plates for scanning where applicable.
• Mix materials with spatula as required.
• Conduct suctioning as required.
• Ensure materials and supplies are packed and accessible.
• Ensure and plan enough stock on hand in terms of materials/consumables to prevent shortages.
• Mix amalgam and/or mixable composites/cement etc. and place in the transfer tool/s to be handed to dentist.
• Prepare sterile trays; ensuring instruments have undergone sterilisation.
• Prepare non-sterile trays.

TRANSFORMATION OF OUR SOCIETY

Self - Management and Development

• Assume responsibility for own personal and professional development.
• Identify self- development needs in terms of job requirements and career progression and bring these to the attention of the immediate manager.
• Formulate action steps to close the gap between the ideal and actual state of competence
• Pursue self - development in one or both of the following areas:
  • Formal Studies,
  • Informal / self – studies, &
  • Share knowledge with relevant team members.
• Follow agreed upon (authorised) action steps until desired competence is achieved.
• Be punctual and behave appropriately to the business environment.
• Meet deadlines.
• Keep up to date with Netcare’s evolving policies and procedures.

Customer satisfaction: Build and maintain stakeholder / customer relationships

• Ongoing Customers satisfaction according to set standards.
• Be a model of excellent customer service, ensuring that all customers always experience an excellent and satisfactory interaction.
• Build and maintain productive working relationships with all key stakeholders, internal and external customers through on-going communication and feedback.
• The Dental assistant to participate in dental department meetings and other related forums as per request from Clinic manager or responsible person.
• Accurately capture and provide timeous information, including clinical information to customers and stakeholders as required in line with POPIA act.
• Report, record and assist with stakeholder/customer dental complaints according to task allocation or Clinic Manager request.
• Maintain patient safety, dignity, and confidentiality.
• Assist with patient flow in the dental department to minimise waiting periods

Education and training facilitation

• Actively participate in all training according to relevant training matrix to obtain sign off on compliance training, competencies aligned to daily tasks and Job description.
• Access, read, understand, and sign off on relevant quality review tools, clinical and other processes, and Standard Operating Procedures (SOP’s).
• Access, read, understand, and obtain sign off on Human Resources (HR) and other relevant Company policies and procedures.
• Provide proof of registration with the relevant governing body.
• Adhere to minimum requirements of Continues Professional Development (CPD) according to relevant governing body and provides evidence accordingly.

Teamwork

• Participate in monthly team meetings to discuss operational requirements including performance and provide feedback.
• Be an active member of the dental team taking responsibility for the effective and smooth running of the dental area.
• Co- operate and collaborate with other clinics and departments to provide appropriate support services

SKILLS PROFILE

EDUCATION

Required

• Matric or equivalent NQF level 4 qualification.
• Dental Qualification.
• Registered at HPCSA as Dental Assistant.

WORK EXPERIENCE

Required

• 2 – 3 years Dental experience in a clinic environment.

KNOWLEDGE

Required

• Intermediate computer skills (MS Word, Outlook, Excel).
• Knowledge of Medical Schemes.
• SAP
• ME+
• Billing procedures.

PHYSICAL REQUIREMENTS

In the event of any physical or psychological limitation that may impair the employee’s ability to perform the required job function, the employee must consult the employer for reasonable accommodation.

WORKING CONDITIONS

• Professional flexibility in working hours while supporting daily business operations which may include weekends and night shifts where applicable.
• Will interact with internal and external customers through several different means.

NETCARE VALUES AND BEHAVIOURS

Netcare Values

At Netcare, our core value is care. We care about the dignity of our patients and all members of the Netcare family. We care about the participation of our people and our partners in everything we do. We care about truth in all our actions. We are passionate about quality care and professional excellence.

• At Netcare, our core value is care.
• We care about the dignity of our patients and all members of the Netcare family.
• We care about the participation of our people and our healthcare partners in everything that we do.
• We care about the truth in all our actions.
• We listen with empathy and respond with acts of compassion in all interactions with our patients and their families.

The Netcare Way

Netcare is committed to providing quality care. Our basic service standard holds us accountable for the below seven behaviours which you will be accountable to uphold:

• Respect - I always greet everyone to show my respect.
• Identity - I always wear my name badge to show my identity.
• Dignity - I always treat others with consideration and humility to uphold dignity
• Care - I always act in the best interest of Netcare and others to show I care
• Compassion - I always listen with empathy and respond with kind action to show my compassion
• Appreciation - I always say thank you to show my appreciation.
• Diversity - I always embrace diversity to strengthen inclusivity and belonging.

Join the team committed to providing the best and safest health and care.