Patient Service Officer

Smile Solutions, "Melbourne's Home of Dentistry", is located in the magnificent Manchester Unity Building in the heart of Melbourne's CBD. We occupy four entire levels, plus the tower, all of which are of great significance within the art deco movement and Australia's national architectural heritage.

We are a multidisciplinary practice, home to over 60 practitioners, 20 of which are board registered specialists in the fields of oral surgery, endodontics, orthodontics, periodontics and prosthodontics. 

The Opportunity

Our Patient Service Officers are the calm, capable voice behind every phone call that can help us create a seamless experience for our patients. This is a phone-based role at the heart of our operations, handling everything from appointment scheduling through to more complex patient queries, treatment coordination, and account management.

Because this role carries the full weight of our phone-based and complex patient work, we’re looking for someone with genuine dental industry experience who can speak confidently to treatment, scheduling complexity, and patient care — not just someone comfortable on the phones.

Your Role will Include:

• Answering a high volume of incoming calls and resolving patient queries.
• Appointment scheduling, re-scheduling and confirmation calls across multiple practitioners.
• Managing and resolving more complex patient appointment issues.
• Treatment planning and coordination.
• Processing HICAPS claims and broader account management.
• Identifying and escalating patient complaints to the management team.
• Documenting all call and patient information accurately within patient files.
• Front desk reception duties as required.

The upside of working at Smile Solutions:

• 60% discount on dental treatments for staff and their children.
• 20% discount on dental treatments for partners, spouses, family, and friends.
• Conveniently located in the heart of Melbourne CBD, 5 minute walk from Flinders Street Station!
• Quarterly staff events and social activities.
• Seasonal AFL ticket offers at both the MCG and Marvel.
• A beautiful environment that's nurturing and supportive.

Desired Qualities:

• Prior experience in a dental or similar clinical reception/call centre role is required.
• Exceptional customer service and communication skills, both written and verbal.
• Confidence managing complex, high-volume phone-based work with accuracy and composure.
• Proficiency in dental practice management software (CareStack experience highly desirable).
• A high level of initiative, motivation and attention to detail.
• The ability to integrate into a large practice and work with multiple practitioners.
• Exceptional organisation and multi-tasking skills.

If you would like to be considered for this opportunity, please submit your CV and cover letter outlining for us your experience and motivation to work in our team. Please note, we reserve the right to commence shortlisting immediately, only suitable candidates will be contacted. 

Remuneration is negotiable and is based on experience within the industry.