Singh Dental Group is the central management organisation supporting our network of dental practices. We provide operational and administrative support across areas including human resources, finance, compliance, recruitment, training, marketing and business systems.

Our focus is to provide each practice and its team with the leadership, resources and systems needed to operate efficiently, grow sustainably and deliver consistently high standards of patient care.

About You :

N/A

Position Summary :

Role Purpose

The Receptionist is the first point of contact for patients and plays an important role in creating a welcoming, professional and positive experience from the initial enquiry through to the completion of treatment.

The Receptionist is responsible for providing exceptional customer service while supporting the efficient operation of the practice’s reception and administrative functions.

Working closely with the Practice Manager, Head Receptionist, clinicians and the broader practice team, the Receptionist assists with appointment scheduling, patient communication, enquiries, recalls, treatment follow-ups, payment processing, patient records and general practice administration.

The Receptionist must ensure all interactions are managed professionally, accurately and confidentially in accordance with applicable laws, Company policies and approved procedures.

Role Scope and Allocation of Responsibilities

Not every Receptionist will perform every responsibility in this position description at all times.

In addition to the core responsibilities, a Receptionist may be assigned particular leadership, scheduling, financial, reporting, training, complaint-management or workflow responsibilities from time to time, having regard to operational requirements and the employee’s skills, qualifications, training and experience.

Where a Receptionist is formally assigned primary responsibility for coordinating the reception team and clinic-wide front-office functions, the Company may designate that employee as the Head Receptionist.

Head Receptionist responsibilities may include coordinating daily reception duties, overseeing appointment books, supporting the reception team, monitoring recalls and confirmations, coordinating onboarding, managing reception workflows and assisting the Practice Manager with front-office performance.

A Head Receptionist remains responsible for the core Receptionist duties and also performs the additional responsibilities formally allocated by the Company.

Appointment as Head Receptionist and any related changes to duties, reporting arrangements or remuneration will be communicated in writing.

The Company may reasonably allocate, vary, share or reallocate duties according to clinic requirements, provided those duties are lawful, reasonable and within the employee’s skills, qualifications, training and experience.

Reports to:

Key Requirements :

- Previous experience in reception, administration or customer service.
- Excellent communication and interpersonal skills.
- Strong organisational and time management skills.
- High level of accuracy and attention to detail.
- Confident computer skills and ability to learn new software.
- Ability to multitask and work effectively in a busy environment.
- Professional presentation and telephone manner.
- Understanding of confidentiality and privacy obligations.
- Experience processing HICAPS, EFTPOS and health fund claims.
- Understanding of dental terminology and treatment processes.

Job Responsibility :

Core Responsibilities

Patient Reception and Customer Service

- Welcome patients in a friendly, professional and caring manner.
- Ensure patients and visitors are acknowledged promptly.
- Answer incoming telephone calls professionally and in accordance with Company procedures.
- Respond to emails, online enquiries and patient messages within required timeframes.
- Manage patient enquiries and direct requests to the appropriate team member.
- Communicate clearly and respectfully with patients, families, clinicians and other team members.
- Maintain a calm, professional and solutions-focused manner during busy or challenging situations.
- Ensure every patient receives a positive and consistent customer experience.
- Protect patient privacy and maintain confidentiality at all times.

Appointment Management

- Schedule, confirm, reschedule and cancel appointments in accordance with Company procedures.
- Select the correct clinic, clinician, appointment type and appointment duration.
- Review appointment requirements and ensure required information is recorded.
- Assist with maintaining efficient appointment books while minimising preventable gaps and double bookings.
- Follow approved procedures for deposits, cancellations, UTAs and FTAs.
- Coordinate clinician schedules to support efficient patient flow.
- Maintain waiting lists and contact patients when suitable appointments become available.
- Complete assigned appointment confirmations, recalls and incomplete-treatment follow-ups.
- Escalate unusual or complex scheduling matters appropriately.
- Communicate appointment changes promptly and professionally.
- Create and maintain accurate patient records.
- Confirm patient identity before accessing, changing or disclosing information.
- Ensure patient names, contact details and other administrative information remain current.
- Assist patients with registration forms, medical histories, consent forms and other administrative documents.
- Process referrals and correspondence where required.
- Scan and upload documents to the correct patient file.
- Avoid creating duplicate patient records.
- Follow the approved process when merging or archiving patient records.
- Maintain patient information in accordance with privacy, confidentiality and recordkeeping requirements.
- Ensure information relevant to the patient’s administration is recorded in Zavy360 or another approved Company system.
- Communicate appointment requirements, preparation instructions and administrative information accurately.
- Use approved Company templates and communication systems.
- Review messages before sending and confirm the correct recipient.
- Record significant patient communication in the appropriate patient file.
- Respect patient consent and communication preferences.
- Escalate clinical questions to an appropriately qualified clinician.
- Never provide clinical advice outside the authority and competence of the role.
- Escalate complaints, privacy concerns, financial disputes and sensitive matters to the appropriate person.
- Communicate only through Company-approved systems.
- Process patient payments using approved EFTPOS, HICAPS, cash, online payment and other authorised systems.
- Confirm the correct patient, clinic, provider, invoice and amount before processing a transaction.
- Issue receipts and other required documents.
- Complete assigned daily banking and end-of-day reconciliation processes accurately.
- Record deposits and payment information correctly.




- Assist patients with approved payment options and general treatment-plan enquiries.
- Follow approved processes for Medicare, CDBS, DVA and health-fund claims.
- Complete assigned follow-up of outstanding patient accounts professionally and respectfully.
- Immediately report discrepancies, duplicate payments or processing errors.
- Escalate complex financial matters to the Head Receptionist or Practice Manager.
- Only process discounts, refunds and adjustments within the authority of the role and with the required approval.

Front-Office Administration

- Monitor and respond to incoming emails, correspondence and assigned administrative tasks.
- Maintain an organised, clean and professional reception area and waiting room.
- Ensure patient-facing information and resources remain current and appropriately presented.
- Support clinicians and the Practice Manager with reasonable administrative tasks.
- Maintain accurate reception records and documentation.
- Follow approved opening and closing procedures.
- Complete assigned checklists accurately and within required timeframes.
- Identify administrative errors or incomplete tasks and take appropriate action.
- Promptly report system faults, communication issues or operational concerns.
- Use Zavy360, Slack, Salesforce and other approved Company systems correctly.

Patient Experience and Complaint Escalation

- Build positive and professional relationships with patients.
- Assist patients to understand appointment requirements and administrative processes.
- Listen respectfully to patient questions and concerns.
- Resolve minor administrative concerns within the authority of the role.
- Escalate complaints or complex matters promptly.
- Record complaints and patient concerns in accordance with Company procedures.
- Avoid making admissions, promises or commitments outside the authority of the role.
- Support reasonable resolutions as directed by the Head Receptionist, Practice Manager or treating clinician.
- Contribute to a welcoming and patient-focused practice environment.

Teamwork and Professional Conduct

- Work collaboratively with Receptionists, Dental Assistants, clinicians, Treatment Coordinators and management.
- Communicate respectfully and contribute to effective handovers.
- Support other team members during busy periods where reasonably required.
- Attend team meetings, training and development activities.
- Follow lawful and reasonable directions.
- Raise workplace concerns through the appropriate Company process.
- Maintain professional presentation and behaviour.
- Protect patient, team member and Company information.
- Contribute to continuous improvement and consistent use of Company systems.
- Demonstrate accountability for assigned tasks and promptly communicate when assistance is required.
- A Head Receptionist performs all core Receptionist responsibilities and is also responsible for coordinating the practice’s day-to-day front-office operations.
- The Head Receptionist works closely with the Practice Manager and acts as a primary point of contact for reception staff, clinicians and operational matters affecting the appointment books and patient communication.
- Where a Receptionist is formally assigned primary responsibility for these functions, the Company may designate that employee as the Head Receptionist.
- Appointment as Head Receptionist and any related changes to duties, reporting arrangements or remuneration will be communicated in writing.
- The Head Receptionist must perform all duties within their authorised level of access and must promptly refer matters outside their authority to the Practice Manager or another appropriate person.

Daily Front-Office Coordination

- Perform all ordinary Receptionist duties as required.
- Coordinate the daily operation of the reception area.
- Allocate reception duties and monitor the completion of priority tasks.
- Ensure appropriate front-desk and telephone coverage throughout the day.
- Monitor the appointment books, patient flow and reception workload.
- Assist Receptionists with complex enquiries, scheduling concerns and administrative processes.
- Respond to unexpected operational issues and promptly escalate matters that cannot be resolved within the authority of the role.
- Coordinate communication between reception, clinicians, Dental Assistants, Treatment Coordinators and the Practice Manager.
- Maintain an organised, professional and patient-focused reception setting.
- Provide the Practice Manager with updates regarding significant patient, staffing, financial or operational matters.

Dentist Absences and Appointment-Book Management

- The Head Receptionist will generally be a primary point of contact, together with the Practice Manager, when a dentist or other practitioner is unable to attend work.
- When notified of a practitioner’s absence, the Head Receptionist may be required to:
- Confirm the affected practitioner, date and expected duration of the absence.
- Notify the Practice Manager as soon as practicable.
- Review the affected appointment books.
- Identify urgent, time-sensitive or complex patient appointments requiring clinical review.
- Liaise with available practitioners and the Practice Manager regarding possible clinical coverage.
- Adjust appointment books to minimise disruption to patients and the practice.
- Contact affected patients promptly and professionally.
- Reschedule or reallocate appointments using the approved process.
- Ensure relevant deposits, appointment notes and patient communications are updated accurately.
- Notify relevant clinical and administrative team members of changes.
- Maintain an appropriate record of changes and patient contact.
- Escalate clinical questions, urgent care requirements and complex patient concerns to an appropriately qualified practitioner.
- Continue to monitor the books and address cancellations, gaps or follow-up requirements throughout the day.
- The Head Receptionist must not make clinical decisions or determine the clinical urgency of treatment without guidance from an appropriately qualified practitioner.

Remittances and Applying Payments

- Monitor assigned remittance advice and payment notifications.
- Match payments and remittances to the correct patient, account, invoice, provider and clinic.
- Apply payments accurately in Zavy360 or another approved Company system.
- Record relevant payment references and remittance information.
- Identify partial, duplicate, unidentified or incorrectly allocated payments.
- Investigate discrepancies within the authority of the role.




- Escalate unresolved discrepancies to the Practice Manager or Finance team.
- Ensure payment allocations are supported by appropriate records.
- Maintain accurate and complete financial notes.
- Avoid changing, reallocating, discounting, refunding or writing off amounts without the required authority and approval.
- Maintain the confidentiality and security of financial and patient information.

Bank Access and Payment Verification

- Where authorised, the Head Receptionist may be provided with limited access to the Company’s banking information for the purpose of confirming patient or third-party payments.
- When accessing banking information, the Head Receptionist must:
- Access the bank only for authorised Company purposes.
- Use their individually assigned login and approved authentication method.
- Never share passwords, verification codes or login credentials.
- Use bank access only to view or verify transactions unless additional authority has been expressly provided in writing.
- Confirm payment details carefully before applying a payment to a patient account.
- Ensure transactions are matched to the correct patient, invoice, provider and clinic.
- Report unidentified, duplicate, unusual or suspicious transactions.
- Protect banking information from unauthorised access or disclosure.
- Log out or secure the system when it is not in use.
- Immediately report suspected unauthorised access or compromised credentials.
- Bank access does not authorise the Head Receptionist to transfer funds, create payees, approve payments, issue refunds or otherwise transact on a Company bank account unless that authority has been expressly provided in writing.
- Complete assigned wisdom tooth patient calls in accordance with the approved Company process and required timeframes.
- Use approved scripts, questions and communication templates where provided.
- Confirm the patient’s identity before discussing their appointment or treatment.
- Record the outcome of each call accurately in the patient’s file.
- Document reported symptoms, concerns and relevant patient information factually.
- Escalate pain, swelling, bleeding, infection concerns, medication questions or other clinical matters to an appropriately qualified practitioner.
- Arrange follow-up contact or appointments as directed by the treating practitioner.
- Maintain patient privacy and confidentiality.
- Ensure outstanding calls are handed over or escalated where they cannot be completed.
- The Head Receptionist must not provide clinical advice or make clinical decisions outside the authority and competence of the role.

IV Sedation Booking Coordination

- Manage the IV sedation appointment schedule in accordance with the approved booking process.
- Confirm that the correct appointment type, clinician, sedation provider, date and duration have been selected.
- Confirm required deposits and payment arrangements.
- Ensure required forms, consents, medical information and administrative documentation have been issued and received.
- Confirm that the patient has received the approved pre-appointment instructions.
- Confirm required support-person and transport arrangements where applicable.
- Coordinate communication between the patient, treating practitioner, sedation provider and clinical team.
- Check that required equipment, staffing and treatment-room arrangements have been confirmed.
- Record relevant communication and booking information in the patient’s file.
- Escalate incomplete documentation, medical questions or clinical concerns before treatment.
- Contact the patient regarding outstanding requirements within the required timeframe.
- Follow approved cancellation, rescheduling and follow-up procedures.
- The Head Receptionist is responsible for coordinating the administrative requirements of IV sedation bookings but is not responsible for determining the patient’s clinical suitability for sedation.

End-of-Month Reporting

- The Head Receptionist is responsible for completing assigned end-of-month activities in conjunction with the Practice Manager.
- These responsibilities may include:
- Preparing appointment and chair-utilisation reports.
- Preparing recall, reactivation and incomplete-treatment reports.
- Reviewing appointment confirmation, cancellation, UTA and FTA information.
- Preparing outstanding-account and aged-debt reports.
- Reviewing deposits, unapplied payments and unidentified transactions.
- Reviewing payment and reconciliation discrepancies.
- Preparing patient enquiry, complaint and feedback information.
- Checking that assigned monthly administrative tasks have been completed.
- Identifying trends, incomplete actions, risks or areas requiring improvement.
- Providing accurate information to the Practice Manager by the required due date.
- Assisting the Practice Manager to develop and monitor actions arising from the reports.
- The Head Receptionist must promptly notify the Practice Manager if information is incomplete, inaccurate or cannot be provided by the required due date.

Weekly Tasks and Audits

- The Head Receptionist may be assigned weekly administrative, compliance and quality-assurance tasks, including:
- Completing or coordinating the clinical-note completion audit.
- Identifying patient files where required clinical notes appear to be missing or incomplete.
- Reporting identified clinical-note issues to the relevant practitioner and Practice Manager.
- Monitoring whether identified issues have been addressed.
- Reviewing recall and incomplete-treatment follow-up activity.
- Reviewing appointment confirmations, cancellations, UTAs and FTAs.
- Reviewing outstanding accounts and unapplied payments.
- Checking completion of required reception checklists.
- Monitoring incomplete patient forms or administrative documentation.
- Preparing weekly reception or appointment-book reports.
- Following up agreed actions from reception or practice meetings.
- Escalating repeated errors, overdue actions or compliance concerns.
- A clinical-note audit completed by the Head Receptionist is limited to checking whether required notes appear to have been entered and whether identified administrative requirements have been completed.
- The Head Receptionist must not assess the clinical adequacy of a practitioner’s notes, alter clinical notes or enter notes on behalf of a practitioner.

Reception Team Support and Training

- Provide day-to-day guidance and support to Receptionists.
- Coordinate onboarding and systems training for new Receptionists.
- Monitor completion of assigned induction and competency requirements.
- Provide practical coaching and constructive feedback.
- Identify training needs and communicate them to the Practice Manager.
- Promote consistent use of approved reception procedures and systems.
- Assist with reception meetings and follow up agreed actions.
- Provide factual information for performance discussions when requested.
- Escalate conduct, performance, staffing or workload concerns to the Practice Manager.
- Maintain appropriate confidentiality regarding employee matters.

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📌 Receptionist (Brisbane)
🏢 Singh Dental Group
📍 Brisbane