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.
Working Hours:
UK Business Hours : Standard working hours (Based on IST Time)
Monday to Friday (Afternoon Shift) : 01:00 pm - 10:30 pm during Summer and 02:00 pm - 11:30 pm during Winters.
Supplemental Pay:
- Overtime pays
- Performance bonus
- Yearly bonus
Pay: ₹30,000.00 - ₹45,000.00 per month
Benefits:
- Paid sick time
- Paid time off
- Provident Fund
Experience:
- International Voice: 2 years (Required)
- Medical Billing/Dental Services/Healthcare Sectors: 2 years (Preferred)
Language:
- Fluent/Professional English (Required)
Work Location: In person
