Client Liaison Officer

Key Job Responsibilities

Check In:

• Greet patients as they arrive to the office in a courteous and warm manner
• Ensure that dentists know when their patients have arrived – this includes actively sear hing of the dentist if their chair is free and the patient has been in for greater than 5 minutes.
• Have patients complete NP information and medical history forms
• Capture all relevant information including accurate email address, preferred contact phone number, family, payor, patient group and marketing data and update as necessary
• Create NP files and modify / updated information on the software (EXACT)
• Save update information on EXACT software system.
• Generate a unique identifier number for the client and create an x – ray folder for the client
• Prepare orthodontic payment plans and have these available for the patient
• Have patients read / watch videos and sign consent forms for treatment as prescribed. Photocopy /scan and return original consent forms
• Call patients who are running late to remind/confirm or change their appointments
• Keep in touch with patients who are waiting to be seated and ensure they are occupied
• Give office tours and answer questions for potential patients or new patients
• Check files for missing or incorrect information obtained from patients

Check Out:

• Collect patients’ payments or balances.
• Make follow-up appointments as needed
• Enter payments into Software system (EXACT)
• Generate and hand out walk out statements
• Give out referral slips
• Dispense home care products / sundries and instructions for use
• Close credit / debit card account
• Print Deposit Slip at the end of each day, balance with payments made over the counter, including cash, checks and cards.
• Email invoices and receipts to patients.
• Follow up on outstanding amounts.
• Ensure insurance claims are completed by dentists and email to clients.
• Ensure corporate billing forms are adequately completed.
• Prepare cheque deposit slips for the driver to deposit at the bank.
• Receive supplier invoices and hand them over to Admin for processing.
• Liaise with the Laboratory for pickups and drop offs.
• Prepare items and follow DHL process to be sent out
• Thank patients for their visit and add appropriate appreciation (e.g. Have a lovely day, Merry Christmas, Happy New Year etc.)
• Give new clients who have just moved to Ghana the Welcome Pack.
• Give welcome cards to new patients

Other Responsibilities:

• Receive calls in a warm and courteous manner and convert them into appointments.
• Book appointments for patients at their convenience and manage diary.
• Ensure the reception area is clean and tidy with appropriate music and visuals.

• Send daily courtesy reminders the working day before appointments and check to see that the messages have been sent
• Call all new patients 24 hours before their appointments
• Ensure patient recall messages are sent and change the photo and caption every three months
• Document complaints (written and verbal) and utilize the practice’s complaints policy to safeguard the Practice’s reputation.
• Print daily lists for morning meetings.
• Tidy reception area – books, cushions etc. in place.
• Restock cards, brochures, supplies and necessities at each station. Request additional supplies as needed.
• Check and rotate TV screen content. Be active in giving feedback on content so that it can be changed
• Keep reception area calm and orderly (e.g. propose play area to children).
• Keep a professional image at the practice (e.g. no chewing gum, pay attention to clothing, appearance, language used etc.)
• Keep adequate supply of forms used in the office and notify ADMINSITRATOR when these are running low to allow bulk printing of additional forms. Ensure there is always one spare toner for the front desk printer available.
• Report all broken and malfunctioning equipment to management immediately
• Keep a log of books borrowed and returned
• Actively recommend books and features that may be of interest to our clients as you get to know them
• Liaise with dentists first and then activate ‘EXACT’ and ‘EXCUSE DUTY’ note
• Inform administrator if you feel there are any books other things that would be of interest to our clients
• Other tasks as assigned.

Marketing:

• Be aware of on-going practice marketing and targets and work towards assigned goals
• Take part in marketing events (including school screens) as required

Performance Indicators:

• Recall Manager
• Punctuality.
• Attitude.
• Appearance.
• Proficient use of EXACT.
• Number of clients requesting additional information
• Number of complaints about scheduling

Job Requirements/Person Specifications:

• Degree holder
• Experience in customer relations

Technical Competence:

• Excellent written and spoken English and oral communication skills
• Experienced in word processing software, spreadsheets (Word and Excel) and other office applications.
• Very well-presented
• Understanding of excellent customer Service
• Attention to detail

Personal Competence/Attributes:

• Good organizational skills: Friendly, approachable and outgoing team player
• Diligent, honest and hardworking
• Motivated and keen to develop and advance their career
• Outgoing personality who can relate to people at all levels
• Reliable and Punctual

 Great positive attitude

 Respect patient’s confidentiality and dignity

Location: (Accra)

Employment Type: (Full Time)

Salary Range: Attractive