Greet patients, manage check-in/out, and ensure a welcoming, calm reception environment.
Handle calls, emails, and messages promptly; provide clear non-clinical information and accurate appointment guidance.
Manage patient concerns professionally and elevate clinical questions or complaints to the appropriate clinician/manager.
Coordinate patient flow with clinicians and assistants to reduce waiting time and support on-time running.
Schedule/reschedule appointments accurately based on procedure length, clinician availability, and room capacity.
Monitor cancellations/no-shows in real time and fill openings quickly using waitlists, standby lists, and outbound follow-ups.
Maintain daily schedule notes (special requirements, priority patients, timing considerations) and keep clinicians informed.
Support efficient use of rooms by balancing bookings across available chairs and minimising idle time.
Recall & Reactivation
Run recall workflows (e.g., check-ups, hygiene, reviews, post-treatment follow-ups) and convert due/overdue patients into confirmed bookings.
Track recall outcomes (contacted/booked/not reached/declined) and maintain accurate follow-up records in the system.
Partner with clinicians to prioritise recalls and follow-ups that impact patient care and schedule utilisation.
Process payments, issue receipts, and explain invoices clearly within clinic policy.
Support private health fund/claiming processes where applicable and follow end-of-day reconciliation procedures.
Escalate billing discrepancies or sensitive financial discussions to the Practice Manager as required.
Administration, Records & Compliance
Register new patients and update patient details; ensure forms and documentation are complete and stored correctly.
Maintain confidentiality and handle patient information in line with privacy and clinic policies.
Keep reception area organised and stocked; support general administration tasks (scanning, filing, reports) as assigned.
Requirements
Strong communication skills and professional, patient-first service mindset.
Accurate data entry, good numeracy, and confidence handling payments.
Comfortable using scheduling software and basic office tools (email, spreadsheets).
Reliable, organised, and able to multitask in a busy environment.
Experience with dental practice management software.
Experience managing recalls, waitlists, and measurable improvements to schedule utilisation.
Familiarity with health fund claiming workflows and daily reconciliation.
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