Job Description

We are looking for an experienced Front Office Coordinator with a mature, commercially aware and patient-centred mindset. You will be energised by building capability, scaling effective systems and reactivating patients — not simply processing reception tasks.

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You will act as the Practice's front-office 'air traffic controller': anticipating demand, directing patient flow, creating order and ensuring every interaction is followed through with warmth, confidence and accountability.

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The Front Office Coordinator is the central control point linking patients, clinicians and the practice team. Your purpose is to turn patient enquiries, recalls, incomplete treatment and reactivation opportunities into well-matched appointments; keeping those patients connected through attendance and next steps. By maintaining full appointment books, you enable clinicians to work to their optimal standard and help as many people as possible.

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This is a sales and conversion minded role, where success comes through listening, building trust, removing barriers and following the established patient program. You will report to the Practice Manager and be accountable for agreed front-office outcomes, systems and escalations.

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Key responsibilities

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Build, Scale and Reactivate: Develop momentum across new enquiries, recalls, incomplete treatment, overdue patients and dormant patient lists; use established workflows, structured follow-up and accurate tracking to create a healthy, sustainable appointment pipeline.

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Patient Commitment and Attendance: Continuously scan capacity, cancellations, short-notice vacancies, waitlists and treatment sequencing; pre-empt gaps, redirect opportunities and coordinate priorities so books remain full, clinically appropriate and workable.

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Treatment and Financial Coordination: Explain treatment next steps, fees and available payment pathways within role scope; process payments and HICAPS accurately.

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Patient Communication: Manage calls, enquiries, confirmations,



referrals and correspondence promptly, including calm handling and escalation of complaints or sensitive matters.

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Systems and Data Quality: Maintain accurate patient records, referral information, notes and follow-up actions in EXACT, and contribute to practical front-office procedures and continuous improvement.

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Team and Clinical Flow: Work closely with clinicians, dental assistants and the Practice Manager to identify risks early, communicate changes and keep the day moving without unnecessary disruption.

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Skills and experience

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Mature Ownership Mindset: Demonstrated judgement, resilience and personal accountability. You stay steady under pressure, welcome explicit standards and feedback, and take responsibility for outcomes rather than waiting to be directed.

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Patient-Centred Sales and Conversion: Proven ability to build rapport, listen for need, communicate value, respond to hesitation and confidently guide people to an appropriate commitment while protecting patient choice and trust.

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Build-and-Scale Capability: Experience establishing or strengthening repeatable workflows, scripts, follow-up rhythms and reporting that lift enquiry response, reactivation, attendance and appointment-book utilisation.

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'Air Traffic Control' Capability: Exceptional situational awareness and prioritisation. You can hold multiple patient and clinician needs in view, anticipate bottlenecks, make sound trade-offs and keep the whole Practice moving.

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Accountability and Difficult Conversations: Confidence setting expectations, following up missed commitments, giving clear direction within role scope and escalating patient,



performance or compliance concerns promptly and appropriately.

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Dental Systems and Program Discipline: Dental front-office experience and confidence using EXACT are highly regarded. You must be digitally capable, accurate with pipeline and patient data, and willing to follow an established operating program consistently before proposing evidence-based improvements.

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About us

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We are a high-quality, boutique dental Practice located in the growing region between Geelong and Melbourne's western suburbs.

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We are an independent, family and community-minded Practice focused on building lasting relationships with our patients, team and local community — not a corporate dental group.

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Led by a highly motivated Practice owner, we are committed to exceptional patient care, a supportive team culture and disciplined delivery of an established practice program. Our next stage is to build, scale and reactivate our patient base while protecting the personal care, standards and clinical quality on which the Practice is built.

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A Role with Measurable Impact: Own the front-office levers that influence patient access, attendance, appointment-book utilisation and the number of people our clinicians can help.

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Experienced Leadership and Explicit Structure: Work closely with an experienced Practice Manager who provides practical guidance, clear accountability and support within established, process-driven systems — giving you the structure to perform confidently while helping the Practice build and scale.

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Build for the Next Stage: Help turn proven Practice systems into scalable routines for enquiry conversion, recall, reactivation and patient follow-through as the Practice grows.

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Great Location: Ideal for commuters, with an accessible position for candidates based in Geelong, Lara or Melbourne's western suburbs.

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Amazing Culture: Work with a motivated owner and a team that genuinely loves coming to work.

📌 Lead Front Office Coordinator (Avalon)
🏢 Lifelong Dental
📍 Avalon