Patient Experience & Book Optimisation Coordinator

Dental Design Co; Sydney; Hybrid; AUD 55,000 - 75,000; Full time

Job summary

Dental Design Co is seeking a Patient Experience/Book Optimisation Coordinator for our Epping practice in Australia. This role goes beyond a standard receptionist, owning appointment book health and patient flow while supporting the front desk and clinical team.

You will manage recalls, rebooking, and short-notice opportunities, with a focus on delivering an exceptional patient experience and maintaining KPI-driven performance.

Qualifications

• Dental reception or front-office experience is required.
• Owner of problems and proactive thinker.
• Organised, proactive, and able to plan ahead.
• Confident, warm on the phone, and good rapport builder.

Responsibilities

• Daily appointment book optimisation and efficient patient flow.
• Front-desk duties: calls, payments, check-in/out, team support.
• Forward-book health across coming weeks to prevent gaps.
• Cancellation recovery and failed-to-attend (FTA) recovery.

Skills

Dental front-office

Patient flow

Appointment book management

Customer service

Job description

Patient ExperienceBook Optimisation Coordinator

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

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 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 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 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 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: