Key Responsibilities
Leadership

· Lead, coach and develop the Patient Services Team.

· Set service standards and build a culture of accountability and continuous improvement.

Patient Experience

· Deliver a five-star patient experience.

· Resolve patient concerns professionally and build long-term relationships.

· Ensures best practice delivery of care is provided to our patients.

· Engages with patients and families regarding treatment and clinical care

Appointment Book Management

· Own the integrity of the appointment book.

· Drive the '100% Today – 100% Tomorrow' philosophy.

· Minimise cancellations and maximise chair utilisation.

Business Controls & Cash Management

· Lead cash handling and payment procedures.

· Ensure daily balancing and reconciliation of cash, EFTPOS and other payment methods.

· Ensure banking procedures are followed and funds are accurately recorded and deposited.

· Maintain strong internal controls and investigate discrepancies promptly.

· Train staff in financial procedures and compliance.

Holistic Services Coordination

· Take operational ownership of the Holistic Services division.

· Coordinate holistic appointment schedules and patient flow.

· Support practitioners and deliver a premium holistic patient experience.

· Monitor utilisation, retention and operational performance.

Continuous Improvement

· Review systems and processes regularly.

· Recommend improvements that support growth and scalability.

Personal Attributes

· Natural leader – solution orientated

· Highly organised

· Commercially aware

· Calm under pressure – positive and accountable

· Exceptional communicator and Patient focused

· Attention to detail

· High integrity

Success Measures





· Outstanding patient satisfaction

· High appointment utilisation

· Reduced cancellations and failed to attend appointments

· Strong recall performance

· Accurate cash reconciliation and compliance

· Growth of Holistic Services

· High performing Patient Services Team

Summary

This is not simply a reception leadership role. It is a strategic operational leadership position responsible for ensuring the front office remains the engine room of Keys Dental, delivering exceptional patient experiences, operational excellence and sustainable business growth.

Essential Selection Criteria

· Minimum 5 years' experience in a senior front office, patient services, hospitality or customer service leadership role.

· Demonstrated experience leading, coaching and developing a team.

· Excellent written and verbal communication skills.

· High level of computer literacy, including practice management and Microsoft Office software.

· Strong organisational, problem-solving and time management skills.

· Proven ability to manage multiple priorities in a quick-paced environment.

· Demonstrated integrity and experience handling financial transactions accurately.

· Experience in a dental, medical or allied health practice.

· Certificate IV or Diploma in Practice Management, Business, Health Administration or Leadership.





· Experience with dental practice management software.

· Training in customer service, leadership or continuous improvement.

· Current First Aid certificate (desirable).

· Experience leading a high-performing front office in a multi-clinician healthcare practice.

· A track record of improving patient experience and service standards.

· Experience managing complex appointment books and optimising clinician utilisation.

· Experience implementing and auditing cash handling, banking and internal control procedures.

· Experience coordinating premium patient services, concierge style customer care.

· Experience supporting practice growth by operational excellence & KPI management.

· Confidence working closely with senior leadership and contributing to strategic initiatives.

· A genuine passion for building teams, developing people and creating a positive workplace culture.

● Excellent communication and interpersonal skills including conflict resolution and negotiation skills

● Demonstrated experience in the coordination of people and their rosters.

● Continuous quality improvement programs and risk management

● Computer literate, and capable of producing policy and procedure statements

● Excellent time management and organisational skills.

● Ability to work in a large and diverse team. Must have experience in a dental Practice.

● Current knowledge of legislative obligations for Equal Opportunity, Disability Services and Occupational Safety and Health, and how these impact on employment and service delivery.

Please send expressions of interest and your CV to: *******@keysdental.com.au or

call Keys Dental 08 9407 7***

📌 Front Office Manager (Clarkson)
🏢 Nameless
📍 Clarkson