An interview with Veronica, our Head Receptionist

How did you find your job as head receptionist at Bishopsgate Dental?

I found this job through Indeed, an online job search platform. I was familiar with this Practice as from 2008 to 2017 I worked with its sister company (Belsize Dental Care); some of my old colleagues had been working here before. My background as Assistant manager helped getting this position as I’m aware of many protocols needed for compliance.

What’s a typical day like as Head Receptionist at Bishopsgate Dental?

A typical day is all about making sure the practice runs smoothly. Following a schedule for the day and making sure all tasks have been completed.

Patients to book, patients to contact, appointments to be followed up, emails to be replied, patients to be served, endless things to be remembered. It’s a full on role with a lot of responsibilities. 

What did you do before working at Bishopsgate?

Before starting at Bishopsgate Dental Care in May 2019 I was a full time receptionist and Assistant Practice Manager at a Dental Practice based in Fitzrovia. I found the dual role stressful and after two and a half years I gave notice to join this amazing place.

What do you find different about the culture at Bishopsgate in comparison to other dental practices?

It has to be the amazing patient care they offer, how everything is tailored and organised about providing the best service for their patients. From the first welcoming message on the phone or email to the aftercare they provide once the treatment is finished. It’s all about the patient’s journey. Patients at Bishopsgate Dental Care are not a number used for marketing and profit reasons, they are genuinely treated like human beings.

What do you love about your work?

Being able to talk to different people throughout the day, there’s so much to learn from all individuals that you meet on your day to day. 

I love establishing conversations with patients, learning about their lives, exchanging tips about anything and everything. I love learning about different cities, new cooking recipes, exercise lessons, yoga. I have made genuinely great friends over the years with patients from my previous Practices that I still meet for social events like coffee and brunches after years; one of them is a 94 year old gentleman that I simply adore.

Who loves going to the dentist? How do you make people feel calm and assured and at the same time balance this with a level of professionalism and respect of their privacy?

After working 11 years in the industry, I have learnt how to read patients’ body language quite well. Empathy is your best asset when working with patients facing a difficult situation.

I usually wait for signs; eye contact and a smile is a good indicator they are feeling somewhat relaxed. Grumpy expressions and being constantly on their phones show they are either very busy or not in the mood for socialising. I follow the cues to start a friendly chatter or to be able to give them the space they need.

If nervous patients open up and share they are feeling anxious, relatable personal experiences often help, light jokes and assurance about the experience and professional our dentists are always makes them relax a little bit. Mostly I just talk non stop so they are entertained and can’t even think about where they are.


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