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 efficient 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

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📌 Dental Receptionist & Book Optimisation Coordinator (Patient Experiance) (Port Phillip City)
🏢 Dental Design
📍 Port Phillip City