LEEDS The 100 - Manager's Workshops

Thu Feb 29 2024 at 09:00 am to 05:00 pm

Horizon Leeds | Leeds

Phillippa Goodwin
Publisher/HostPhillippa Goodwin
LEEDS The 100 - Manager's Workshops
Michael Bentley - A masterclass in reception
About this Event

My day is about learning how to master the art of reception. Reception is the first touch point with a patient and the last, it has to be remembered and memorable. Receptionists have to be excellent communicators, be proactive and have autonomy for this important role that they provide in dental practices.

Our day will be me sharing my “lens on the ground’ systems of how your reception team can showcase their very best. I started as a PM in 2001, became a TCO in 2005, a qualified nurse in 2009 and I am currently a TCO 2 days a week across two private practices in Lincolnshire supporting the patient experience with the reception team and our team of clinicians.

I like to cover a lot of ground and with this in mind these are the highlights of the day:

  • Immersing your reception into your practice brand.
  • Harnessing communication skills with effective words whilst engaging the right tone and body language.
  • Providing your existing patients an interested meet and greet experience.
  • Triaging new patient calls based on what the practice wants and the patient needs.
  • Handling complaints.
  • Dealing with treatment plans in the right way and not a transaction that needs signing off!

This day will be fast paced and will cover the key reception areas to master with my aim of giving your reception team the WHY and CONFIDENCE they need whilst the owners and PM are also present in the moment. I have many team members feeding back to me, "if only our Owners or PM were here with us today, they need to hear what you are saying" - so here is your time to shine. Bring your whole patient experience team together and let's master these skills together and have a great day. I promise a fast-paced day, with lots of laughter but plenty of substance. I look forward to meeting you all.

Event Photos

Event Venue & Nearby Stays

Horizon Leeds, 2 Kendall Street, Leeds, United Kingdom


GBP 0.00 to GBP 65.00

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