Customer Service Representative ( Freshers )

Dentalcare Group Ltd; Bengaluru; On-site; INR 300,000 - 400,000; Full time

Job summary

A leading dental practice in Bengaluru is seeking a Talent Manager to manage call handling and appointment scheduling for NHS and private patients. This full-time, entry-level role requires excellent communication skills and a patient-first approach. The selected candidate will handle patient inquiries, book appointments, and provide essential information regarding treatment options. Responsibilities also include diary management and follow-ups, making it crucial to support the clinic's operational efficiency.

Qualifications

• 1-2 years of experience in call handling or front-of-house role in healthcare or dental environment.
• Excellent verbal and written communication skills.
• Customer-service focused with a patient-first approach.

Responsibilities

• Schedule, confirm, or follow up on appointments with patients.
• Book appointments accurately using practice management systems.
• Monitor and fill diary gaps and cancellations proactively.
• Send reminders for upcoming appointments.
• Communicate the difference between NHS and private services.
• Manage inbound and outbound calls related to patient referrals.

Skills

Communication skills

Customer service

Call handling

Job description

Talent Manager | Your go-to for UK dentist careers

About the Role:

We are hiring experienced international call handlers (1-2 years experience maximum) to own end-to-end cold calling and appointment setting for our practices. This role plays a vital part in the patient's journey, serving as the first point of contact for both NHS and private patients, and supporting the smooth daily operation of the clinic or dental practice.

Key Responsibilities:

• Call patients to schedule, confirm, or follow up on appointments.
• Reach out to patients for overdue check‑ups, recalls, and treatment follow‑ups.
• Contact patients for rescheduling due to diary changes or clinician unavailability.
• Make outbound marketing or referral follow‑up calls as required.

2. Appointment Booking

• Accurately book appointments for both NHS and private patients using practice management systems.
• Allocate time slots appropriately based on treatment type, appointment length, and clinician preferences.
• Adjust appointments and optimise diaries according to default templates and clinical lead direction.

3. Diary Management Support

• Monitor and proactively fill diary gaps and cancellations.
• Liaise with clinical and practice teams to ensure efficient diary utilisation and reduce missed opportunities.
• Keep up to date with any diary template changes or clinician schedule updates.

4. Patient Reminders and Cancellations

• Send SMS or make phone call reminders for upcoming appointments.
• Log cancellations and no‑shows in the system and handle them according to clinic policy.
• Reschedule appointments as needed while maintaining patient flow.

5. NHS and Private Patient Navigation

• Clearly communicate the difference between NHS and private services during patient conversations.
• Provide guidance on treatment options, eligibility, costs, and any associated charges.
• Support patients in making informed decisions about their care path.

6. Escalations and Support

• Escalate complaints, complex patient issues, or clinical concerns to the appropriate manager or team.
• Manage inbound and outbound calls related to patient referrals from GPs, dentists, or external sources.

Person Specification:

• Previous experience in call handling or front‑of‑house role in a healthcare or dental environment preferred.
• Excellent verbal and written communication skills is a MUST.
• Customer‑service focused with a patient‑first approach.

Seniority level

Entry level

Employment type

Full‑time

Job function

• Consulting, Customer Service, and Health Care Provider
• Medical Practices