Step up to lead receptionist: KPIs, team leadership, patient retention and practice growth.
Responsibilities, boundaries and working with the practice manager and clinicians.
Delegation, feedback, appraisals and handling under-performance.
FTA rate, recall compliance, diary utilisation and treatment uptake dashboards.
Advanced diary design, emergency slots, hygienist utilisation and reducing gaps.
Root-cause analysis, written responses and learning from complaints.
Deposit policies, payment plans, finance referrals and debt management.
Recall systems, lapsed-patient campaigns and review generation.
Enquiry tracking, conversion scripts and measuring campaign results.
Building a reception induction pack and competency sign-off.
Apply the learning to your own practice and download your certificate.
Ready to move from "answering the phone" to running the front of house? This Level 3 programme is built for experienced dental receptionists who want to become lead receptionists, senior administrators or the practice's go-to person for patient experience.
You will learn to manage the reception team, monitor and improve KPIs such as failed-to-attend rates, recall effectiveness and treatment-plan uptake, and to coach colleagues through difficult conversations. Modules on private-fee conversations, marketing support and cash-flow protection show how a well-run front desk directly affects practice profitability.
The course concludes with a reflective case study and a verifiable 25-hour CPD certificate — ideal for appraisal evidence and CQC "Well-led" records.
Issued the moment you complete the final module. Every certificate lists the course aims and objectives, anticipated learning outcomes, the quality-assurance process and 25 CPD hrs — the elements the GDC requires for verifiable CPD. Non-registrants can use it as CQC training evidence and for appraisals.
Based on 88 learner reviews · 4 shown
The complaints section changed how I handle upset patients. I feel far more confident staying calm and knowing the procedure.
I started at the practice with zero dental knowledge. After this I could book the right appointments, explain NHS bands and actually understand what the dentists were asking for.
The telephone scripts alone were worth it — our new-patient bookings went up within a month of the whole reception team completing it.
As a lead receptionist I wanted something to help me coach my team. This gave me a framework for KPIs and feedback I still use every week.
Immediately. Access opens the moment your order is confirmed and you can learn from any device, in any order, as many times as you like.
A short multiple-choice or scenario-based assessment at the end of the course with instant results. You can retake it as many times as you need at no extra cost.
Yes. Practices can buy multiple places on one invoice and receive a training matrix for CQC evidence. Contact us for team pricing.
A free 45-minute introduction to life on the dental front desk.
Everything a new or returning dental receptionist needs to run a calm, compliant front desk.
Free 30-minute explainer: hours, cycles, PDPs, verifiable evidence and annual statements.
Recognise and respond to the emergencies most likely to happen in a dental setting.
Away right now — messages are answered the next working morning.
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