Job Description

Patient ExperienceBook Optimisation Coordinator n

Category: Administration & Office Support → Dental Reception
Work type: Full-time
Pay: Competitive, based on experience — plus performance recognition

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Dental Design Co (DDC) is looking for an experienced dental front-office skilled to take ownership of patient flow and appointment book optimisation in our growing Epping practice.

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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.

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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 MISSION n

Protect and optimise our appointment books while helping every patient receive the care and experience they deserve.

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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 n

TODAY.

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- What needs protecting?
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- What has been cancelled or failed to attend?
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- Where are the risks, and what can appropriately be filled?
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THE NEXT 7 DAYS.

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- Where are the gaps?
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- Which books need attention?
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- Who needs following up?
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- What can we solve now?
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THE NEXT 4 WEEKS.

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- Are our books healthy?
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- Where is future capacity becoming weak?
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WHAT YOU WILL OWN nn




- Daily appointment book optimisation and efficient patient flow
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- Front-desk duties — calls, payments, check-in/out, team support
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- Forward-book health across the coming weeks
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- Cancellation recovery and failed-to-attend (FTA) recovery
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- Short-notice appointment opportunities and waitlist management
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- Patient recall, reactivation and rebooking
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- Unscheduled treatment follow-up, alongside the Treatment Coordinator
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- Coordinating with the CEM on paid-marketing leads and where they book
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- Appropriate OHT and internal patient opportunities
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- Accurate patient records and reporting against weekly KPIs
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WHO WE'RE LOOKING FOR n

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:

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- Takes genuine ownership — an owner of problems, not a reporter of them
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- Is highly organised, proactive, and naturally looks ahead
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- Is confident and warm on the phone, and builds rapport easily
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- Is persistent without ever being pushy
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- Can re-prioritise quickly when the book changes
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- Is comfortable working to KPIs and targets
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- Communicates problems early, follows through, and doesn’t need chasing
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- Stays calm under pressure and works well in a team
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HOW SUCCESS WILL BE MEASURED n

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 n

Book optimisation does not mean filling appointments at any cost. Every appointment is a person trusting us with their care. Our objective is simple:

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Right patient. Right clinician. Right appointment. Right time.

THE DDC WAY n

At 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