Virtual Front Desk Receptionist (Live Video) | Australian Dental Practice | Remote
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Staffstream Virtual Front Desk Receptionist (Live Video) | Australian Dental Practice | Remote
Description
The Snapshot
This is a client-facing, screen-based front desk role for an established Australian dental practice. You'll be one of two virtual receptionists working in tandem, greeting patients over a live video screen, managing the phones, and keeping the daily schedule running without gaps. It's a role for someone who's polished on camera, quick on their feet, and genuinely likes looking after people.
What You Will Actually Do
Patient Check-In & Front Desk
- Greet patients on a live video screen as they arrive, the same way you'd greet someone standing in front of you at a front desk.
- Juggle that with phone calls at the same time: put a caller on hold, check a patient in, then pick the call back up without losing the thread.
- Follow the practice's scripts and policies accurately, while knowing when a situation calls for you to think on your feet instead.
Phones, Email & Scheduling
- Handle a steady flow of inbound calls (the bulk of patient contact comes this way), plus email enquiries.
- Make outbound calls to confirm upcoming appointments and reduce no-shows.
- Keep the appointment book full and accurate, ideally booked out weeks ahead, with no gaps in the day.
- Handle cancellation requests with a mix of policy and warmth: explain the cancellation policy clearly, offer to rebook, and keep the patient onside without just caving or being pushy.
Admin & Records
- Update patient notes and records accurately after every interaction.
- Send invoices and outstanding account correspondence to the right person on the team.
- Keep on top of your own notes well enough that you're not asking a patient (or the team) the same question twice.
Lab Coordination
- Liaise with dental labs on case timelines and delivery schedules, and flag anything that needs attention.
What You Need to Bring
(Must-Haves)
- Demonstrated experience in a receptionist, front desk, or client-facing customer service role
- Excellent, clear spoken and written English. You'll be on camera and on the phone all day with patients who need to understand you easily, so clarity matters as much as vocabulary.
- Confident and well-presented on camera — comfortable operating as a visible, client facing representative of the clinic through a virtual screen-based interface.
- Strong attention to detail with the ability to maintain accurate patient records, notes, and administrative documentation without errors or omissions.
- Comfortable following established processes, scripts, and clinic policies while also demonstrating the lateral thinking ability to problem-solve when situations fall outside standard workflows.
Nice to Have
- Experience or Familiarity with Dental4Windows, 3CX phone systems, or Zello (training will be provided for the right
candidate). - Previous reception experience in a dental, medical, or allied health setting.
- Experience working in a virtual or remote client-facing capacity, including managing video or screen-based patient or customer interactions.
Personal Attributes
- Warm and professional — creates a genuine first impression that reflects the quality of the practice
- Confident and composed — handles difficult patient interactions calmly and with good judgement
- Process-driven and detail-focused — follows scripts and policies accurately while absorbing new information quickly
- Lateral thinker who can go off-script when needed and find solutions without escalating every exception
The Setup
- Philippines-based candidates only.
- Fully remote, full-time, working hours aligned to Australian business hours