Medical Centre jobs

Dental Patient Coordinator (Diary Management) – UK Dental Practices

Location: Office Based – Umhlanga
Working Hours: UK Business Hours (Monday–Friday, with occasional Saturday mornings)
Employment Type: Full-Time

About Shoreability

Shoreability provides dedicated offshore support teams to leading dental practices throughout the United Kingdom.

Our teams become an extension of each practice, delivering exceptional patient service while supporting reception, appointment coordination, diary management and administration. We help our clients improve patient experience, maximise diary utilisation and provide outstanding customer care.

As we continue to grow, we are looking for enthusiastic, professional and customer-focused individuals to join our team as Dental Patient Coordinators.

If you enjoy helping people, have excellent communication skills and thrive in a fast-paced environment, we'd love to hear from you.

About the Role

As a Dental Patient Coordinator, you will become an integral part of one or more UK dental practice teams, acting as the first point of contact for patients.

This is not a traditional call centre role. You will be responsible for managing clinician diaries, coordinating appointments, supporting patient recalls and delivering an outstanding patient experience across every interaction.

Working closely with UK practices, you will help ensure appointments are booked efficiently, patient enquiries are handled professionally and practice diaries remain fully optimised.

Full dental and systems training will be provided.

Key Responsibilities

Diary Management & Appointment Coordination

• Manage clinician diaries to maximise appointment utilisation and minimise gaps.
• Book, amend and cancel patient appointments accurately using practice management systems.
• Coordinate emergency, routine and treatment appointments in accordance with practice procedures.
• Proactively fill cancelled appointment slots through patient recalls and follow-up calls.
• Send appointment confirmations, reminders and pre-appointment information.
• Monitor online bookings and resolve diary conflicts where required.
• Ensure appointment records remain accurate and up to date.

Patient Communication

• Answer inbound patient calls professionally and courteously.
• Make outbound calls for recalls, overdue appointments, treatment follow-ups and appointment reminders.
• Build rapport with patients while delivering a friendly, empathetic and professional service.
• Respond to enquiries via telephone, email and other approved communication channels.
• Provide accurate information regarding appointments, treatments, services and practice procedures.
• Escalate clinical enquiries or complaints to the appropriate UK practice team.

Patient Administration

• Capture and maintain accurate patient information.
• Record all patient interactions and appointment notes.
• Process patient payments where applicable.
• Maintain confidentiality and comply with UK GDPR requirements.
• Ensure all patient interactions reflect the standards and reputation of the dental practice.

Practice Support

• Work closely with UK dental practice teams to coordinate patient care.
• Participate in regular team meetings and training sessions.
• Follow company procedures and quality standards.
• Identify opportunities to improve patient service and operational efficiency.
• Support practice growth through excellent customer service and patient engagement.

What We're Looking For

Essential

• Minimum 2 years' experience in customer service, administration or appointment scheduling.
• Excellent spoken and written English.
• Professional and confident telephone manner.
• Experience managing busy appointment diaries or booking systems.
• Strong organisational and time management skills.
• Excellent attention to detail.
• Comfortable using multiple computer systems.
• Ability to multitask in a fast-paced environment.
• Friendly, empathetic and customer-focused approach.
• Reliable, professional and self-motivated.
• Comfortable working towards service levels and performance targets.

Desirable

• Previous experience within a dental, medical or healthcare environment.
• Call centre or contact centre experience.
• Reception or front-of-house experience.
• Experience using CRM, diary management or practice management software.
• Sales or treatment conversion experience.

Skills

• Customer Service Excellence
• Diary Management
• Appointment Scheduling
• Telephone Communication
• Patient Care
• Administrative Support
• Relationship Building
• Active Listening
• Problem Solving
• Time Management
• Organisation
• Attention to Detail
• Professional Communication
• Teamwork
• Adaptability
• Computer Literacy

What We Offer

• Comprehensive induction and full dental training.
• Ongoing coaching and professional development.
• Career progression opportunities.
• Exposure to leading UK dental practices.
• Modern office environment.
• Supportive and collaborative team culture.
• Stable full-time employment.
• International working experience.

Working Hours

• Monday to Friday during UK business hours.
• Occasional Saturday morning shifts.
• Office-based position.

Job Type: Full-time

Pay: R10 000,00 - R14 000,00 per month

Ability to commute/relocate:

• Durban, KwaZulu-Natal: Reliably commute or planning to relocate before starting work (Required)

Experience:

• IT: 2 years (Required)
• Customer service: 2 years (Required)
• Dental receptionist: 2 years (Preferred)
• Administrative: 2 years (Required)
• Front desk: 2 years (Preferred)
• Patient care: 2 years (Preferred)

Work Location: In person