Job
Description
Job description Role Overview We are looking for a highly skilled and experienced Senior Appointment & Customer Support Specialist to join our growing Dental support team. This individual will play a pivotal role in supporting dental practices in the UK by delivering outstanding appointment management and patient support services. The ideal candidate will possess a strong background in international voice processes, preferably within the healthcare or dental sectors, and demonstrate a high level of professionalism, empathy, and efficiency in handling patient interactions. Key Responsibilities: Appointment Coordination: · Efficiently manage and schedule patient appointments using dental practice management software · Liaise with UK-based dental teams to ensure optimal scheduling based on clinical priorities and provider availability · Send appointment confirmations, reminders, and post-visit follow-ups via email or phone. · Actively follow up on cancellations, rescheduling, and no-shows to maximize chair-time utilization and patient satisfaction survey such as google and NHS choices. Customer Support: · Act as the first point of contact for patients through phone and email, ensuring a courteous and supportive experience. · Address queries related to dental treatments, appointment logistics, billing, insurance claims, and general inquiries. · Resolve common issues independently, and escalate complex or sensitive matters to in-practice personnel or practice managers as appropriate. · Maintain a calm, compassionate, and patient-focused approach in all communications. Administrative Support: · Maintain up-to-date and accurate patient records in the practice management system. · Assist with updating patient profiles. · Generate basic reports related to appointment trends, cancellations, and patient feedback. · Support UK teams with ad-hoc administrative tasks such as data entry, internal documentation, and maintaining compliance checklists. Operations & Collaboration: · Collaborate effectively with dental practice teams across the UK to align on daily scheduling needs and patient communication workflows. · Monitor and report on operational bottlenecks, offering suggestions for process improvements based on frontline insights. · Participate in regular team meetings and training sessions to stay current with service protocols and software tools. Requirements: · 2–4 years of experience in international voice processes (preferably supporting UK/US/ANZ customers). · Prior experience in healthcare scheduling, appointment setting, or dental customer service is highly desirable. · Exceptional communication skills in English, both verbal and written. · Proficient in using CRM or healthcare/dental practice management software. · Strong time management and organizational skills with a high attention to detail. · Comfortable working in a fast-paced, UK-shift environment with high volumes of patient interaction. Job Types: Full-time, Permanent Pay: ₹25,000.00 - ₹45,000.00 per month Benefits: Paid sick time Paid time off Provident Fund Schedule: Fixed shift UK shift Supplemental Pay: Overtime pay Performance bonus Yearly bonus Experience: International voice customer service: 2 years (Required) Work Location: In person
