Virtual Front Desk Receptionist (Live Video) | Australian Dental Practice | Remote

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

• 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