Job Description

Job Location : Ahmedabad , Gujarat

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Job description:

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Role Overview :

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We are looking for a highly skilled and experienced Senior Appointment & Customer Support Specialist to join our growing Dental support team. This individual will play a pivotal role in supporting dental practices in the UK by delivering outstanding appointment management and patient support services. The ideal candidate will possess a robust background in international voice processes, preferably within the healthcare or dental sectors, and demonstrate a high level of professionalism, empathy, and efficiency in handling patient interactions.

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Key Responsibilities :

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Appointment Coordination:

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- Efficiently manage and schedule patient appointments using dental practice management software
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- Liaise with UK-based dental teams to ensure optimal scheduling based on clinical priorities and provider availability
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- Send appointment confirmations, reminders, and post-visit follow-ups via email or phone.
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- Actively follow up on cancellations, rescheduling, and no-shows to maximize chair- time utilization and patient satisfaction survey such as google and NHS choices.
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Customer Support:

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- Act as the first point of contact for patients through phone and email, ensuring a courteous and supportive experience.
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- Address queries related to dental treatments, appointment logistics, billing, insurance claims, and general inquiries.
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- Resolve common issues independently and escalate complex or sensitive matters to in-practice personnel or practice managers as appropriate.
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- Maintain a calm, compassionate, and patient-focused approach in all communications.
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Administrative Support:

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- Maintain up-to-date and accurate patient records in the practice management system.
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- Assist with updating patient profiles.
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- Generate basic reports related to appointment trends, cancellations, and patient feedback.
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- Support UK teams with ad-hoc administrative tasks such as data entry, internal documentation, and maintaining compliance checklists.
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Operations & Collaboration:

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- Collaborate effectively with dental practice teams across the UK to align on daily scheduling needs and patient communication workflows.
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- Monitor and report on operational bottlenecks, offering suggestions for process improvements based on frontline insights.
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- Participate in regular team meetings and training sessions to stay current with service protocols and software tools.
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Requirements :

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- 2 years of experience in international voice processes (preferably supporting UK/US/ANZ customers).
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- Prior experience in healthcare scheduling, appointment setting, or dental customer service is highly desirable.
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- Exceptional communication skills in English, both verbal and written.
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- Proficient in using CRM or healthcare/dental practice management software.
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- Strong time management and organizational skills with a high attention to detail.
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- Comfortable working in a fast-paced, UK-shift environment with high volumes of patient interaction.
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Working Hours :

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- UK Business Hours : Standard working hours (Based on IST Time)
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- Monday to Friday (Afternoon Shift) : 01:00 pm - 10:30 pm during Summer and 02:00 pm - 11:30 pm during Winters.
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5 Days Working. Weekend will be off.

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Schedule :

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- Fixed shift
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- UK shift
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Pay : ₹25,000.00 - ₹40,000.00 CTC Per Month

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Supplemental Pay :

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- Overtime pays
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- Performance bonus
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- Yearly bonus
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Benefits :

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- Paid sick time
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- Paid time off
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- Provident Fund
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Experience :

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- International voice process: 2 years (Required)
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Work Location : In person

📌 Sr. Customer Service Executive (India)
🏢 Zobone International Outsourcing
📍 India