As a Receptionist, you will play a vital role in maximising patient appointments, managing the appointment book, and ensuring every patient experience is professional and welcoming. You will work closely with the Practice Manager and Dentist in Charge, contributing to a collaborative and efficient team environment.
Customer Service
Provide courteous, prompt and accurate responses to all enquiries
Answer incoming calls within KPI targets and actively manage call queues
Deliver high‑quality service to members, patients and staff
Appointment & Diary Management
Maximise patient appointments and minimise gaps in the schedule
Create, reschedule and cancel appointments as required
Conduct follow‑up calls for recalls and cancellations within KPIs
Process daily SMS confirmations and confirm appointments by phone where required
Monitor and respond to the appointment mailbox within 4 working hours
Front Desk & Accounts
Greet and arrive patients, including emergency patients
Maintain a clean and tidy reception area
Collect medical history forms in line with requirements
Raise patient accounts, process benefit claims and receipt gap payments
Ensure patients are correctly departed, including payments and booking next appointments
General Office Duties
Follow up outstanding gap payments (up to 30 days) and record actions
Assist with refunds, credit adjustments and benefit queries
Daily banking, balancing takings and end‑of‑day reporting
File archiving, records management and authorised retrieval
Prepare mail, attendance certificates and liaise with other dental centres as required
Report any fraudulent behaviour or activity
Essential Skills & Experience
Professional presentation and strong customer service skills
Experience using appointment booking and accounts systems
High level of confidentiality, tact and professionalism
Knowledge of dental centre systems or similar environments
Desirable
Experience as a Dental Assistant or willingness to be cross‑trained
Experience with D4W
Proficiency in Microsoft Outlook, Excel and Word
First Aid qualification
About HCF
At HCF, our purpose is to bring our human touch to healthcare. Since 1932 we’ve been putting our members and their health first. As Australia’s largest not-for-profit health fund, we cover 2 million members with health, life, travel and pet insurance and our vision is to make healthcare understandable, affordable, high quality and member centric.
We want to be true health partners to our members, easily guiding the healthcare choices that are right for them. At HCF, our values are the way we do things and create the necessary culture to help us realise our purpose and deliver our Strategy. Living our values in action we step forward, walk in their shoes, stay human, make it better and get there together.
Culture & Benefits
Purpose-driven passion
We’re united by a common purpose: to make healthcare affordable, understandable, high quality and member-focused.
Wellness and work-life balance
We’ll empower you with the necessary skills and tools to support your personal wellbeing journey, ensuring you perform at your best. Our offerings include:
Flexible working arrangements
50% subsidy on HCF hospital and/or extras cover
Family-friendly certified employer
18 weeks of parental leave for all new parents
Mental health and wellbeing programs, including workshops, fitness classes, flu vaccinations, skin checks and more
Discounts on HCF’s products, including life, pet and travel Insurance, as well as discounts at Fitness First gyms and on our eyecare products.
Collaboration and inclusivity
We embrace diversity as our strength and are committed to maintaining an inclusive and collaborative work environment. Our workplace is welcoming and safe for all our employees, irrespective of their unique characteristics including age, ethnicity, cultural or spiritual background, gender identity, disability, education and socio-economic status.
Continuous learning and growth
We believe in lifelong learning. HCF provides opportunities for personal and professional development. From workshops to mentorship programs, we encourage your growth and curiosity.
Next steps
If you require any adjustments to assist you in making your application or during the recruitment or onboarding process, please reach out to Talent Acquisition – [email protected] to discuss.
We encourage applicants to submit their applications at their earliest convenience, as at HCF, we review applications as they are submitted, and may have filled the role prior to the job closing date.
