Dental Receptionist & Book Optimisation Coordinator (Patient Experiance)
Are you exceptional at running a front office and book scheduling?
Dental Design Co (DDC) is looking for an experienced dental front-office professional to take ownership of
patient flow and appointment book optimisation
in our growing Epping practice.
This is
more than a standard dental receptionist position.
You'll own a front desk, answering and making calls, taking payments, checking patients in and out, and supporting the team but with real ownership of the appointment book woven through it all.
We're looking for someone who understands that a outstanding appointment book doesn't happen by accident. You notice gaps before they become a problem. You see a cancellation and immediately start thinking about the patients who could appropriately benefit from that time. You understand recalls, rebooking, short-notice opportunities, failed-to-attend recovery and unscheduled treatment, all while delivering an exceptional patient experience.
YOUR MISSION
Protect and optimise our appointment books while helping every patient receive the care and experience they deserve.
You'll work closely with our front desk team, clinicians, Client Experience Manager (CEM), Treatment Coordinator and management thinking well beyond today's book.
THINK IN THREE HORIZONS
TODAY.
What needs protecting? What has cancelled or failed to attend? Where are the risks, and what can appropriately be filled?
THE NEXT 7 DAYS.
Where are the gaps? Which books need attention? Who needs following up? What can we solve now?
THE NEXT 4 WEEKS.
Are our books healthy? Are patients being retained? Are recalls being worked? Where is future capacity becoming weak?
WHAT YOU WILL OWN
Daily appointment book optimisation and effective patient flow
Front-desk duties, calls, payments, check-in/out, team support




Forward-book health across the coming weeks
Cancellation recovery and failed-to-attend (FTA) recovery
Short-notice appointment opportunities and waitlist management
Patient recall, reactivation and rebooking
Unscheduled treatment follow-up, alongside the Treatment Coordinator
Coordinating with the CEM on paid-marketing leads and where they book
Appropriate OHT and internal patient opportunities
Accurate patient records and reporting against weekly KPIs
WHO WE'RE LOOKING FOR
Ideally you already have
dental reception or front-office experience
and understand busy, multi-clinician books. But experience alone isn't enough.
We want someone who:
Takes genuine ownership an owner of problems, not a reporter of them
Is highly organised, proactive, and naturally looks ahead
Is confident and warm on the phone, and builds rapport easily
Is persistent without ever being pushy
Can re-prioritise quickly when the book changes
Is comfortable working to KPIs and targets
Communicates problems early, follows through, and doesn't need chasing
Stays calm under pressure and works well in a team
HOW SUCCESS WILL BE MEASURED
This is a performance-focused role.
We look at outcomes, not activity: book utilisation, rebooking and retention, cancellation and failed-to-attend recovery, recall connections, unscheduled treatment booked, and forward-book health.
THE PATIENT COMES FIRST
Book optimisation does
not
mean filling appointments at any cost. Every appointment is a person trusting us with their care. Our objective is simple:
Right patient. Right clinician. Right appointment. Right time.
THE DDC WAY
At DDC, People First means the patient comes before the procedure — and that we look after each other, too. Our five values:
People First
Do
What's Right
Strive for
Better
Work as
One
Create Lasting Impact
#J-*****-Ljbffr

📌 Dental Receptionist & Book Optimisation Coordinator (Patient Experiance) (Melbourne)
🏢 Dental Design
📍 Melbourne