Priscila Serra Dos Santos

• Act as the Practice manager and ensure the practice is fully compliant with all CQC regulations.
• Promote a culture of continuous improvement, transparency, and learning across the team.
• Ensure all policies and procedures are implemented, regularly reviewed, and understood by all team members.
• Lead regular team meetings and ensure effective internal communication.
• Resolved issues by recording and investigating complaints and recommending remedial actions.
• Coordinated and approved annual leave and long service leave for non-medical staff.
• Oversee audits (e.g. infection control, record keeping, patient feedback) and action plans.
• Maintain accurate records for CQC inspections including risk assessments, DBS checks, and staff training.
• Recruit, train, supervise, and appraise non-clinical staff.
• Support the clinical team with scheduling, compliance, and communication.
• Organise and monitor staff rotas, leave, sickness, and payroll input.
• Facilitate staff training and CPD in line with GDC and CQC requirements.
• Ensure compliance with health and safety regulations including fire safety, infection prevention and control (IPC), radiation protection, and safeguarding.
• Serve as the practice’s Safeguarding Lead (if applicable) and ensure safeguarding training is up to date for all staff.
• Maintain the practice's Health & Safety and Risk Assessment documentation.
• Oversee budgets, supplier contracts, and cost control.
• Monitor and report on financial performance including income targets, NHS/UDA performance, and private revenue.
• Manage invoicing, banking, and payment processing systems.Oversee budgets, and cost control.
• Strong leadership and organisational skills
• Ability to manage and motivate teams
• Strong written and verbal communication
• High attention to detail and problem-solving skills
• Ability to manage confidential information sensitively
• Coordinated regular staff meetings and performance reviews to meet practice objectives.
• Arranged duty and holiday rotations, liaising with staff to provide satisfactory coverage.
• Facilitated smooth practice operations, making arrangements for practice equipment maintenance to minimise malfunctions.
• Familiarity with dental software SOE/Exact
• Delegated clinical nursing tasks to meet patients' care requirements.
• Planned annual budgets to meet operational needs within financial targets.

Part private part NHS dental clinic. Some of my duties are welcoming patients, following office protocol, offering information and assistance to patient needs, maintaining patient confidentiality, handling daily appointments and diary management.

• Warmly greeted patients within seconds of arrival.
• Assisting patients with completing and submitting medical history and NHS forms
• Performed patient recalls and appointment reminders through Exact to reduce no-shows.
• Managing diary and reducing whitespace therefore helping to create more income
• Dealing with patient queries to help resolve
• Deal with patients referrals
• Ensure treatment plans are sent out to patients and follow up
• Managed high volume of incoming calls from multi-line telephone system and documented messages.
• Run receipt analysis daily and monthly debt reports
• Call patients 48 hours before to confirm appointments
• Liaise with multiple laboratories to ensure lab work returns within necessary time
• Ensure FTA and WNB protocol is completed weekly
• Supported Practice Manager and clinical team members with smooth running of the practice
• Represented company and promoted brand with exceptional service and presentation.
• Solve administrative and customer service issues with knowledgeable assistance and friendly support.

A private dental clinic in Weybridge. Some of my duties are greeting patients and clients, following office protocol, offering information and assistance to patient needs, updating database, maintaining patient confidentiality, handling daily appointments and diary management.

• Responsible for dealing with patient enquiries on the telephone, via email and in person
• Managing diary for a extremely busy practice
• Managing all practice invoices and billings
• Ensuring compliance with government guidelines
• Resolved issues swiftly and efficiently in a friendly, supportive manner.
• General administrative task such as filling and scanning
• Ensuring safe storage of confidential medical records
• Organising staff training courses and ensuring staff are up to date with current employment legislation
• Liaising with laboratories and contractors
• Collected and distributed incoming mail, employing strict confidentiality throughout.
• Greet incoming customers in a professional manner and provided friendly, knowledgeable assistance.
• Prepared packages for shipment, pick-up or courier delivery to customers.
• Answer, screen and forward phone calls using busy switchboard.
• Kept reception area clean and neat to give visitors a positive impression of the company.

A part private, part NHS dental clinic in Cheam.

• Responsible for dealing with patients enquiries on the telephone, via email and in person
• Managing the practice diary private and NHS
• Answers enquiries and addressed, resolved or escalated issues to management personnel to ensure client satisfaction.
• Warmly greeted customers, qualifying reason for visit and providing accurate information to maintain positive working relationships.
• Scanned, photocopied and filed documentation, utilising meticulous attention to detail to reduce errors.
• Ensuring compliance with government guidelines
• Ensuring safe storage of confidential medical records
• Liaising with laboratories and contractors

A private dental clinic in Hammersmith. My main duties are greeting patients and clients, following office protocol, offering information and assistance to patient needs, updating the database, maintaining patient confidentiality, handling daily appointments and diary management.

• Managing appointment diaries for 3 dentist and 2 hygienests
• Taking patient payments & daily/ monthly banking
• Debt collecting for practice/patients accounts
• Schedule bookings and maintain appointment calendar
• CQC compliance, maintaining administrative protocols and policies
• Completing insurnance and other claim forms
• Order office and dental supplies, liasing with laboratories
• Administrative duties - Typing, filling & monthly patient recalls
• Providing treatment and financing information

Part of the executive Ivy Group, the Ivy Collection run a new chain of high-profile brasseries and restaurants

• Plan and manage the booking system (using opentable ) for each day and sitting.
• Throughout the particularly busy periods such as the Wimbledon tennis tournament, Christmas and New Year the amount of overall bookings and influx of customers almost doubles, meaning that communication between the staff is key, as well as making sure we work together as a team and achieve maximum profit and exceed KPIs set by management.
• Take and manage bookings with customers by email, phone and face to face and ensure all requests are dealt with immediately • Ensuring that the overall running of the restaurant, both front and back of house runs smoothly, so that the customer ultimately receives the best possible customer service and are satisfied with their experience, resulting in return customers.
• Organising the weekly shift rota for the reception team, and making sure everybody is aware of their daily tasks and roles within the team.
• Acting as a role model to all team members, setting an example to them, training new staff or teaching existing staff new skills, with the ability to stay calm under pressure and show a positive approach to the task at hand

The Royal Automobile Club is a highly exclusive private members club located in Pall Mall and Epsom

• Take telephone bookings, recording full details in the diary, noting membership and telephone number 
• Ensure all emails have been checked, replied to and dealt with within a 4 hour period
• Ensure all party bookings are handled accordingly to the Standards Procedure manual
• Meet and greet arriving members and their guests
• Ensure courtesy to all members and guests and demonstrate high levels of customer service at all times 
•  Ensure all members/guests’ bills are correct and adjusted where necessary
•  Organise, manage and coordinate all table bookings
• Solely managed end to end planning and execution of Christmas Day event function in 2015. This included being in charge of all planning, enquiries, reservations, special requirements, packages for the day and menu format across all 3 on-site restaurants for 400 people.

• Setting up function rooms for different events  
• Preparing workstations accordingly 
• Courteous and quick service 
• Clearing away tables when needed 
•  Clean up and break down after service