Patient Care Host
Front of House – Patient Experience
About Hampshire Dentists:
Hampshire Dentists is an award-winning, technology-led private dental practice dedicated to delivering exceptional patient care in a warm, caring and non-judgmental environment. We combine advanced clinical dentistry with outstanding customer service and are committed to helping both our patients and our team thrive.
About the Role
The Patient Care Host is one of the most important roles within Hampshire Dentists. As the first and last person many patients meet, you are responsible for creating the feeling people have about our practice. We believe outstanding dentistry begins long before a patient sits in the dental chair, therefore this is far more than a reception role; it is a people role. We are looking for someone who genuinely loves people, naturally builds relationships, enjoys making others feel welcome and takes pride in creating memorable experiences. Working closely with the Patient Care Coordinator (PCC), Treatment Coordinator (TCO) and Patient Experience Lead, you will own the non-clinical patient experience before, during and after every appointment.
Our Philosophy
You will act as a host rather than a receptionist. Every patient should leave feeling recognised, remembered, reassured and genuinely cared for. We want our practice to feel more like a welcoming boutique hotel than a traditional dental reception.
1. Welcoming & Hosting
· Personally welcome every patient and visitor at the front door.
· Greet patients warmly by name wherever possible, assist with coats, refreshments and any support they require.
· Read the room, recognise nervousness, excitement or uncertainty and adapt your approach accordingly.
· Maintain a calm, organised and welcoming reception and ground floor environment.
2. Environment & Presentation
- Maintain a clean, organised and welcoming reception and Ground floor space
- Manage atmosphere, music and overall feel
- Offer refreshments where appropriate
- Ensure the practice environment reflects a premium standard
- Ensure door systems (e.g. Ring Doorbell) are operational
3. Building and managing Relationships
· Take time to know patients as people, remember names, preferences and important life events where appropriate.
· Identify opportunities to create small 'moments of delight' that make patients feel valued, seen, heard and understood.
· Where appropriate, celebrate significant milestones, weddings, big lift events, achievements or long-standing relationships with the practice where appropriate.
· Proactively and professionally manage any patient issues or complaints, escalating and using formal channels as and when appropriate.
4. Patient Journey
· Complete pre-appointment courtesy calls, review PEEPs and TEEPs, support nervous patients, carry out selected post-treatment wellbeing calls, ensure patients understand their next steps and always book routine future appointments before they leave. Ensure no patient leaves without clarity on next steps.
· Take payments accurately and provide receipts
5. Practice Plan
· Introduce Practice Plan naturally at checkout, explain the value of membership, encourage suitable patients to explore the plan and hand over to the PCC for follow-up, enrolment and ongoing management.
6. Community & Brand Ambassador
· Be a positive ambassador for Hampshire Dentists in everything you do.
· Confidently invite patients to have photographs or short videos taken where appropriate and with consent.
· Take engaging/content worthy photographs and short videos using a smartphone.
· Have a good eye for composition, lighting and storytelling.
· Identify authentic stories, patient journeys and team moments that showcase the personality of the practice.
· Support the marketing team by gathering content for social media, newsletters, blogs and the website.
7. Feedback & Reviews
· Encourage Google reviews, testimonials and referrals naturally, celebrate positive feedback with the team and escalate concerns promptly.
8. Administration & Coordination
· Maintain accurate patient records, coordinate incoming laboratory work, send and monitor consent documentation, manage visitor sign in and sign out, provide basic health and safety information and support end-of-day payment processes.
9. Operational Flexibility
· During busy periods or holiday cover, assist with incoming telephone calls, emails and online enquiries through Boxly or the website to maintain continuity of patient care.
10. Fire & Safety
· Act as a Fire Warden, participate in drills, support safe evacuation procedures and promote a safe environment for patients, visitors and colleagues.
· Support safe evacuation procedures
· Assist at the fire panel and front-of-house evacuation
11. Teamwork
· Work collaboratively with the PCC, TCO, Patient Experience Lead and clinical team, contribute ideas for improving the patient experience and attend training as required.
Who We're Looking For
· A genuine people person with exceptional warmth and emotional intelligence.
· Naturally sociable, confident and able to build rapport quickly.
· Excellent at reading a room and adapting communication style.
· Passionate about hospitality and customer experience.
· Professional, organised and calm under pressure.
· Comfortable using social media and confident taking photographs and short videos.
· Desirable: experience in hospitality, luxury retail, private healthcare, premium leisure or dentistry.
Measures of Success
· Patients consistently feel welcomed, recognised and cared for.
· Excellent patient feedback, Google reviews and testimonials.
· Strong contribution to authentic marketing content.
· High standards of presentation and professionalism.
· Smooth patient flow and collaborative working.
Essential
- A genuine people person, with exceptional emotional intelligence and a natural ability to build relationships with people from all walks of life.
- Previous experience delivering outstanding customer service within a premium, hospitality-led or customer-focused environment, where exceeding expectations and creating memorable experiences was a core part of the role.
- Excellent computer literacy, with confidence using multiple software systems, learning new technology quickly and maintaining accurate digital records.
- Outstanding communication skills, with a warm, confident and professional manner both in person and over the telephone, together with the ability to read a room and adapt your communication style to suit each individual.
- Highly organised, proactive and adaptable, with excellent attention to detail and the ability to remain calm under pressure whilst maintaining an exceptional patient experience.
Desirable
- Experience working within private healthcare, luxury hospitality, boutique hotels, premium retail, private members' clubs, first-class travel or another high-end customer experience environment.
- Experience creating engaging content for Instagram, Facebook or other social media platforms, with confidence taking high-quality photographs and short videos using a smartphone.
- A natural eye for photography, visual presentation and storytelling, with an appreciation of how authentic content can help build trust and showcase the personality of a business.
- Experience using Software of Excellence (SOE) or similar practice management software.
- Experience encouraging patient or customer reviews, testimonials and referrals in a natural and professional way.
About the Role:
Full time
Monday to Wednesday: 7:45am to 5:00pm
Thursday 7:45am to 7:00 pm
Friday: 7:45am to 4:00 pm
Reports to: Compliance & Patient Experience Lead: Shannah Foote
Additional Management support:
- Finance & Operations Lead: Jayne Warwick
- Practice owner and Principal Dentist: Robin Hanna
- Practice owner: Jill Hanna
Equality & Diversity Commitment
Hampshire Dentists is committed to creating an inclusive workplace where everyone feels welcome and valued. We welcome applications from people of all backgrounds and will consider reasonable adjustments throughout the recruitment process and employment. If you require any adjustments during the application or interview process, please let us know and we will do our best to accommodate your needs.
Accessibility
Please note that this role involves welcoming patients throughout our Grade II listed building. It requires regular movement around the practice, including using stairs and assisting patients between different areas of the building. We are happy to discuss reasonable adjustments with applicants where possible.
Privacy Statement
Please refer to our privacy statement for Job Applicants on: https://hampshiredentists.com/privacy-notice-for-job-applicants/
Closing Statement
This role is not exhaustive and duties may evolve in line with business needs.
Responding to Applications
Please note that due to the volume of applications, we are unable to respond to each application. Please assume that you have not heard from us by Monday 10th August 2026, that we will not be progressing your application any further.
Job Type: Permanent
Pay: From £13.00 per hour
Benefits:
- Company pension
- Health & wellbeing programme
Application question(s):
- We carefully review every application. Please avoid using generic AI-generated responses or copied application statements. We are looking for authentic answers that help us understand you as a person.
Please tell us about a time when you created an exceptional experience for a customer or guest. What did you do and what was the outcome? (Maximum 300 words.)
- Imagine a patient arrives looking visibly anxious about their appointment. How would you help them feel welcome and at ease from the moment they arrive? (Maximum 250 words.)
- Our Patient Care Host plays an important role in helping showcase our practice. Please describe a time when you have taken photographs, created content, promoted a business or shared something you were proud of, either professionally or personally. (Maximum 250 words.)
Work Location: In person
