Senior Customer Support Executive

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:

Benefits:

• Paid sick time
• Paid time off
• Provident Fund

Experience:

• International voice customer service: 2 years (Required)

Work Location: In person