Lead Dental Receptionist & Patient Concierge

Job Title: Lead Dental Receptionist & Patient Concierge

Location: Downtown Vancouver

Position Type: Full-time

Hours: 8:30 AM - 5:30 PM

Salary Range: $34-$44 per hour, depending on experience

Who We Are

We are an upscale multi-specialty dental practice with a passion for delivering five-star service. Our culture is built on excellence, loyalty, and innovation. Our team is dedicated to helping patients feel valued and cared for every step of the way.

Job summary:

We are seeking an exceptional communicator with a proven track record in converting qualified leads, referrals, and inquiries into appointments to join our premium dental practice. You will be responsible for increasing our new patient booking rates while efficiently managing our practice schedule. This is not a typical receptionist position – we're looking for someone who excels at value-focused communication and can strategically convert inquiries into booked appointments while maintaining our practice's exclusive positioning and premium brand experience.

The ideal candidate will combine outstanding phone presence with strategic follow-up abilities and exceptional scheduling coordination skills. If you have a talent for turning leads into appointments and thrive in a high-performing environment dedicated to excellence, this position offers significant growth potential and performance-based rewards.

Key Responsibilities:

• Converting new patient inquiries into booked appointments through value-focused phone and email communication
• Implementing strategic follow-up systems for leads who don't book immediately
• Managing referrals from other dental offices with priority attention and personalized follow-up
• Tracking conversion metrics and continuously improving booking rates
• Identifying patterns in patient inquiries and developing approaches to overcome common objections
• Building rapport quickly via phone and email to establish trust with potential patients
• Coordinating the practice schedule to optimize productivity across multiple specialists
• Ensuring efficient appointment flow and minimizing gaps in the schedule
• Managing schedule changes with minimal disruption to providers and patients
• Balancing new patient appointments with existing patient needs
• Ensuring all patient interactions reflect our premium practice positioning
• Providing exceptional service through clear, concise, and friendly communication
• Liaising with referring dental offices to maintain strong professional relationships
• Managing patient expectations through accurate and thoughtful communication
• Handling incoming calls and emails efficiently
• Maintaining accurate records of patient interactions and appointment changes
• Collaborating with the clinical team to ensure smooth patient flow
• Supporting other administrative team members as needed
• Processing insurance claims (pre-authorizations and claim submissions)
• Participating in team meetings and clinical practice improvement initiatives

Qualifications:

• Minimum of 2 years’ experience in a dental practice or high-end hospitality/sales environment
• Demonstrated success in improving booking rates and lead conversion metrics
• Demonstrated success in sales conversions or phone/email marketing campaigns
• Exceptional interpersonal, written, and verbal communication skills
• Tech-savvy with experience in CRM or practice management software
• Track record of self-motivation and consistent goal achievement
• Proven ability to handle multiple priorities while maintaining quality
• Outstanding proficiency in English

Ideal Candidate Qualities

• Results-oriented with a track record of exceeding booking targets
• Strategic thinker who can analyze patterns and implement improvements
• Confident and articulate communicator who can represent our premium brand
• Self-motivated professional who takes ownership of results
• Adaptable problem-solver who can overcome objections with finesse
• Detail-oriented with excellent follow-through capabilities
• Team player who contributes to a culture of excellence
• Comfortable working in a fast-paced, high-performance environment

Technical Skills:

• Familiarity with dental software is an advantage but not required (e.g., Curve, Weave, Clover)
• Proficiency in or willingness to learn Google Workspace (Gmail, Google Drive)
• Experience with or openness to learn project management tools (e.g., Asana)
• Willingness to adapt to new technologies and software as needed

Benefits:

• Competitive hourly rate ($34-$44) with additional performance and target-based bonus opportunities
• Well-being benefits package
• Covered parking
• Uniform provided
• Comprehensive training program
• Potential for growth into more senior roles

Our Ideal Candidate

You are a self-starter, problem-solver, and outstanding communicator. You thrive in a fast-paced, upscale environment and love helping patients feel welcome and confident in their treatment decisions. You take pride in your work, are open to coaching, and always look for ways to exceed expectations.

We are dedicated to exceptionalism, professionalism, and continuous improvement at Transcend Specialized Dentistry. We foster a team environment where everyone is encouraged to thrive and contribute to our premium patient experience. We're looking for someone who is results-driven, passionate about excellence, and derives fulfillment from significantly impacting our practice growth through exceptional lead conversion and scheduling expertise.