Patient ExperienceBook Optimisation CoordinatorCategory: Administration & Office Support → Dental ReceptionWork type: Full-timePay: Competitive, based on experience — plus performance recognitionDental 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 still run 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 great 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 MISSIONProtect 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 HORIZONSTODAY.What needs protecting?
What has been 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?
Where is future capacity becoming weak?




WHAT YOU WILL OWNDaily appointment book optimisation and efficient patient flowFront-desk duties — calls, payments, check-in/out, team supportForward-book health across the coming weeksCancellation recovery and failed-to-attend (FTA) recoveryShort-notice appointment opportunities and waitlist managementPatient recall, reactivation and rebookingUnscheduled treatment follow-up, alongside the Treatment CoordinatorCoordinating with the CEM on paid-marketing leads and where they bookAppropriate OHT and internal patient opportunitiesAccurate patient records and reporting against weekly KPIsWHO WE'RE LOOKING FORIdeally 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 themIs highly organised, proactive, and naturally looks aheadIs confident and warm on the phone, and builds rapport easilyIs persistent without ever being pushyCan re-prioritise quickly when the book changesIs comfortable working to KPIs and targetsCommunicates problems early, follows through, and doesn't need chasingStays calm under pressure and works well in a teamHOW SUCCESS WILL BE MEASUREDThis 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 FIRSTBook optimisation does not mean filling appointments at any cost.
Every appointment is a person trusting us with their care.
Our objective is straightforward:Right patient.
Right clinician.
Right appointment.
Right time.THE DDC WAYAt DDC, People First means the patient comes before the procedure — and that we look after each other, too.
Our five values:
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📌 Patient Experience & Book Optimisation Coordinator (Sydney)
🏢 Dental Design
📍 Sydney