Front Office Coordinator - Penrith

Role Purpose

The Front Office Coordinator is the first and most consistent point of contact for patients throughout their implant journey. This role is responsible for delivering an exceptional, calm, and professional patient experience while ensuring front-of-house operations run smoothly, efficiently, and in alignment with clinical and commercial objectives.

The role plays a critical part in patient confidence, case acceptance, scheduling accuracy, and clinic flow across the full implant lifecycle

Key Responsibilities

Patient Experience & Front-of-House

• Welcome all patients warmly and professionally, creating a reassuring first impression
• Manage patient check-in/check-out processes with accuracy and empathy
• Confirm patient details, documentation, consent forms, and identification
• Maintain a calm, organised reception environment reflective of a premium implant clinic
• Respond to patient queries in person, by phone, and email with confidence and discretion

Scheduling & Coordination

• Coordinate appointments across consultations, diagnostics, surgery, and follow-ups
• Liaise closely with Treatment Coordinators, clinicians, and nursing staff to ensure seamless scheduling
• Proactively manage diary changes, cancellations, and waitlists
• Ensure appointment confirmations and pre-appointment requirements are completed

Administration & Systems

• Accurately enter and maintain patient records in the Practice Management System
• Process payments, deposits, and billing in line with clinic protocols
• Support finance workflows including invoicing and payment plans (where required)
• Maintain accurate filing, scanning, and compliance documentation

Communication & Team Support

• Act as a key communication link between patients, clinicians, and support teams
• Support Treatment Coordinators with patient logistics and follow-up bookings
• Escalate patient concerns or operational issues appropriately and promptly
• Contribute positively to team culture and clinic professionalism

Compliance & Standards

• Adhere to privacy, infection control, and regulatory requirements
• Ensure front desk processes meet clinical, legal, and brand standards
• Maintain confidentiality at all times

Skills & Experience

Essential:

• Previous experience in medical, dental, or specialist healthcare reception
• Strong organisational and time management skills
• High attention to detail and accuracy
• Confident communicator with excellent interpersonal skills
• Ability to manage sensitive conversations with empathy and professionalism
• Competence with digital systems and practice management software

Personal Attributes

• Calm, composed, and patient-focused
• Professional presentation and communication style
• Proactive and solutions-oriented
• Resilient in a fast-paced clinical environment
• Team-oriented with a strong service mindset

Key Success Measures

• Positive patient feedback and experience scores
• Accuracy of bookings, records, and payments
• Smooth clinic flow and reduced scheduling errors
• Strong collaboration with clinical and coordination teams