Remote Dental Admin & Recall Coordinator

We are a growing private dental and aesthetic clinic in Surrey, UK, looking for a long-term, full-time virtual assistant with strong dental admin experience to own our day-to-day back-office and recall workflows. You will work closely with the clinic owner and an external UK-based virtual reception team, focusing on Dentally, data accuracy and keeping patients fully followed up.

Open to full time or part time. If part time, there needs to be room to expand into full time if workload requires it.

ABOUT THE ROLE

This is a fully remote role (home-based) supporting a UK time zone, typically Monday–Friday (flexible on working hours as long as majority is within UK hours). You will not handle live phone calls; instead, you will be the "engine room" behind the scenes, managing Dentally, patient records, recalls and admin tasks so the clinical and reception teams can focus on patients.

This role requires someone who can work proactively and independently in the background. You will need to be highly comfortable with data, CRM systems, and creating reports. A key part of your role is managing upwards – regularly communicating with clinicians and the reception team through clear reports and task lists, highlighting what needs attention and ensuring nothing falls through the cracks.

Key responsibilities

DENTALLY & PATIENT DATA MANAGEMENT:

- Log in to Dentally daily to review new patients and updates, checking that all new registrations are complete and accurate.
- Check that new patient enquiries have been added correctly, have appointments booked, and have received their treatment plans and information.
- Maintain excellent data hygiene: tidy records, consistent contact details, correct tags, accurate medical/dental history status (where provided by the clinic).
- Create and manage tasks in Dentally for the reception team and clinicians (e.g. "call to rebook," "awaiting X-ray," "send estimate").
- Build and maintain custom reports from Dentally data to support decision-making and identify trends or gaps.


RECALLS, RACTIVATION AND FOLLOW-UP

- Run recall and reactivation reports (exams, hygiene, and other key treatments) on an agreed schedule (e.g. daily/weekly).
- Build and maintain structured recall lists (due, overdue, lapsed) and keep them up to date as patients book, cancel or decline.
- Prepare daily call/WhatsApp lists for our UK reception partner, including notes and priority flags so they can efficiently contact patients.
- Send recall and reminder messages (email/SMS/WhatsApp templates) directly where appropriate and log all communication in Dentally.
- Track and record recall outcomes (booked, no answer, wrong number, declined, to contact later) to keep lists accurate and actionable.


NEW PATIENT JOURNEY & TREATMENT PLAN TRACKING

- Monitor new patient enquiries and consultations: check who has attended, who needs follow-up and who has not yet booked the next step.
- Track treatment plans (e.g. Invisalign, cosmetic, restorative) to see which are accepted, pending or inactive, and create follow-up tasks or lists.
- Work with the virtual reception team by providing updated lists of patients needing follow-up calls or emails, and reconciling outcomes back into Dentally.
- Email regular task lists and priority updates to clinicians and the reception team, clearly outlining outstanding patient actions required.

INBOX AND GENERAL ADMIN SUPPORT

- Manage the main reception/admin email inbox and WhatsApp alongside the UK team: organise, triage, and respond to routine admin queries (receipts, invoices, forms, directions, basic information).
- Create tasks from emails and WhatsApp for the clinical or reception team where a follow-up is needed, and chase until completed.
- Produce simple reports or summaries of activity (e.g. weekly recall progress, outstanding treatment plans, key admin tasks completed).


FINANCE AND EXPENSES (BASIC LEVEL)

- Support with simple billing and admin: checking that invoices have been generated, payments recorded, and outstanding balances flagged in Dentally.
- Assist with logging and organising clinic expenses and documentation in agreed spreadsheets or systems (training provided).


PERFORMANCE REPORTING & PRACTICE ANALYTICS

You will be responsible for extracting and reporting on key performance metrics from Dentally on a monthly basis to support practice growth and clinician performance management.

MONTHLY REPORTS WILL INCLUDE:

- Revenue generated – total practice revenue and breakdown by clinician/practitioner
- Case acceptance rates – percentage of treatment plans accepted vs presented, by clinician
- Hygiene conversion rates – for dentists who refer to hygiene, track conversion from referral to booked hygiene appointment
- Treatment conversion – track enquiry-to-consultation and consultation-to-treatment conversion rates
- Diary efficiency – monitor appointment utilisation, cancellations, DNAs (did not attend), and gaps in schedules by clinician
- Patient retention – track active vs lapsed patients, recall compliance rates, and patient churn

You will prepare clear, digestible monthly performance summaries and email these to the clinic owner and relevant clinicians, highlighting trends, successes and areas for improvement.


COMPLIANCE & CONTINOUS IMPROVEMENT:

- Help keep administrative aspects of compliance (e.g. CQC-related logs/checklists) organised and up to date as directed by the practice manager.
- Proactively suggest improvements to processes, templates, and workflows that can make the clinic run more smoothly and efficiently.


ABOUT YOU / ESSENTIAL EXPERIENCE:

- Minimum 2-3 years of experience in dental administration, dental reception or a similar role within a dental practice (onsite or remote).
- Hands-on experience using a dental practice management system (Dentally, Dentrix, Open Dental, Software of Excellence, etc.). Dentally-specific training will be provided, but you must already be confident working in a patient CRM/EHR.
Strong understanding of day-to-day dental practice workflows: new patient journeys, recalls, treatment plans, cancellations, and how a busy diary runs.
- Experience pulling reports, working with data and creating summaries or dashboards from practice management systems.

SKILLS & ATTRIBUTES

- Highly organised, detail-focused and comfortable working with reports, lists and spreadsheets.
- Comfortable with data analysis and creating performance reports – you understand what metrics matter and can present them clearly.
- Strong communication skills for managing upwards: you regularly update clinicians and teams via email with clear task lists, reports and priority actions.
- Proactive: you notice gaps (e.g. patients not rebooked, recalls not sent, missing data) and act on them without waiting to be asked.
- Confident written English for patient emails, internal notes and professional reports.
- Tech-savvy, comfortable learning new tools and working in a cloud-based environment with stable internet and backup power.
- Reliable, discreet and comfortable handling confidential medical and financial information.


TRAINING AND SUPPORT

You will receive:

- Induction training on our clinic workflows, Dentally setup and recall protocols.
- Guidance on which performance metrics to track and how to extract and format monthly reports.
- Ongoing support from the clinic owner and project manager, plus close collaboration with our UK virtual reception partner.

If this sounds like you, please apply with your CV and a short message describing your dental admin experience, which practice management systems you've used, and any experience you have creating reports or working with practice data.