Receptionist / Front Office Executive

Key Responsibilities 1. Patient Greeting & Hosting Warmly greet every patient entering the clinic. Make patients feel welcomed, comfortable and cared for. Understand when a patient may be anxious, uncomfortable or unsure and respond appropriately. Offer assistance with waiting, appointments and basic patient requirements. Maintain a calm, cheerful and professional atmosphere at the front desk. Ensure patients are not left wondering what happens next. 2. Appointment & Schedule Management Manage the clinic calendar and appointment schedule accurately. Coordinate appointments through the clinic's software/PMS. Confirm appointments and manage rescheduling as per SOPs. Coordinate patient flow with doctors and clinical staff. Keep the team informed about schedule changes, delays and special patient requirements. Ensure the day's schedule runs smoothly and efficiently. 3. Patient Communication Communicate with patients through calls and WhatsApp as per clinic protocols. Answer routine patient queries and direct clinical questions to the appropriate doctor. Explain appointment-related information clearly and politely. Maintain professional and timely communication with patients. Follow the clinic's communication SOPs consistently. 4. Post-Procedure Patient Care Provide prescribed medications and post-procedure instructions to patients as directed by the doctor. Ensure the patient understands the instructions before leaving. Follow up with patients after procedures according to established SOPs. Escalate patient concerns or clinical complaints to the appropriate doctor promptly. Maintain proper documentation of follow-ups and patient communication. 5. Patient Journey Management Ensure every patient knows their next appointment or next step before leaving. Track pending appointments, follow-ups and patients who need to be contacted. Coordinate with doctors and assistants to ensure a seamless patient journey. Identify gaps or issues in the patient experience and bring them to the attention of the management. What We Are Looking For We are looking for someone who is: Naturally cheerful and welcoming Excellent at hosting and interacting with people Warm without being overly casual Patient, polite and emotionally intelligent Comfortable speaking to patients confidently Organised and good with schedules Detail-oriented and responsible Comfortable using computers, calendars, WhatsApp and clinic software Able to follow SOPs without needing constant supervision Calm when the clinic gets busy Presentable and professional A good team player The Most Important Quality You should genuinely enjoy taking care of people. We don't want someone who simply says, “Your appointment is at 5 PM.” We want someone who notices when a patient has been waiting, checks whether they are comfortable, knows what they are waiting for, communicates the delay, offers help when needed and makes sure they leave knowing exactly what happens next. The role is about hosting—not just handling the front desk. What This Role Is NOT This is not a passive reception role. You will be expected to: Take ownership of the patient experience. Stay engaged throughout the day. Follow up without being reminded. Maintain accurate schedules and records. Communicate proactively with patients and the clinical team. Follow Dental Doves' SOPs and service standards consistently. Success in This Role Looks Like A patient should walk into Dental Doves thinking: “They were expecting me.” And walk out thinking: “They really took care of me.” That is the standard we are looking for.