{"product_id":"front-office-coordinator","title":"Front Office Coordinator Role Manual 2026","description":"\u003cp\u003e\u003cstrong\u003eFront Office Coordinator Role Manual 2026 — The Complete Reference Guide for Dental Front Office Excellence\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003eThe front desk is not just administration. It is the first impression, the last impression, and every impression in between. Research consistently shows that patients leave a dental practice not because of the clinical quality — they leave because of how they were treated at the front desk.\u003c\/p\u003e\n\u003cp\u003eThe \u003cstrong\u003eFront Office Coordinator Role Manual 2026\u003c\/strong\u003e is the complete reference guide for dental front office excellence in Australian dental practices. Written in plain language, packed with ready-to-use scripts, and covering every situation an FOC will face — from answering the phone to managing a complaint, processing a HICAPS claim to requesting a Google review — this manual gives your FOC the systems, standards, and confidence to do the role brilliantly from day one.\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eThe manual covers 9 sections:\u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eSection 1 — The Role of the Front Office Coordinator\u003c\/strong\u003e\u003cbr\u003eWhat the FOC role actually is — patient experience management, schedule optimisation, revenue management, compliance, and communication hub. Includes the FOC Non-Negotiables: the daily standards that are expected without exception, including answering the phone within 3 rings, greeting every patient by name within 3 seconds, and maintaining a recall pre-booking rate above 80%.\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eSection 2 — Telephone Excellence\u003c\/strong\u003e\u003cbr\u003eHow to answer the phone, place callers on hold, handle new patient enquiries, manage price-shopping callers, respond to anxious patients, handle complaint calls, and take messages correctly. Includes word-for-word scripts for every scenario.\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eSection 3 — Patient Arrival and the Reception Experience\u003c\/strong\u003e\u003cbr\u003eThe 3-second rule, check-in procedure, managing running-late situations, waiting room presentation standards, and how to build genuine patient relationships that generate referrals. Includes conversation starters and the genuine interest approach.\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eSection 4 — Appointment Book Management\u003c\/strong\u003e\u003cbr\u003eScheduling principles, recall pre-booking, cancellation management, the short-notice list, and appointment confirmation scripts. Covers how to treat the appointment book as the revenue document it is.\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eSection 5 — Payments, Health Funds and Billing\u003c\/strong\u003e\u003cbr\u003eHICAPS claiming step-by-step, CDBS eligibility and claiming, DVA entitlements, payment plan escalation, and scripts for chasing outstanding balances — all with a clear payment philosophy that removes the awkwardness from financial conversations.\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eSection 6 — Patient Privacy and Records\u003c\/strong\u003e\u003cbr\u003ePrivacy Act 1988 and Australian Privacy Principles obligations in plain language, medical history form requirements, record accuracy standards, and the practical daily rules every FOC must follow without exception.\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eSection 7 — End of Day Procedures\u003c\/strong\u003e\u003cbr\u003eA complete end-of-day checklist covering schedule review, payment reconciliation, patient records, reception area reset, and security — so every day closes cleanly and tomorrow starts smoothly.\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eSection 8 — Google Reviews and Patient Feedback\u003c\/strong\u003e\u003cbr\u003eWhen and how to ask for a Google review, the word-for-word request script, AHPRA compliance rules for review requests, and how to flag new reviews to the Practice Manager for prompt response.\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eSection 9 — Professional Standards and Presentation\u003c\/strong\u003e\u003cbr\u003ePersonal presentation standards, professional conduct expectations, and a reminder that the waiting room always has an audience.\u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003eWho this is for:\u003c\/strong\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003eNew FOCs starting their first front office role in a dental practice\u003c\/li\u003e\n\u003cli\u003eExperienced FOCs who want a written reference guide for their workstation\u003c\/li\u003e\n\u003cli\u003ePractice Managers onboarding a new FOC or resetting front desk standards\u003c\/li\u003e\n\u003cli\u003eDental practices that want consistent, professional front office performance regardless of who is on the desk\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cstrong\u003eWhy this manual works:\u003c\/strong\u003e Most dental practices train their FOC verbally — which means standards vary by person, by day, and by how much the last person remembered to pass on. This manual puts everything in writing. It is the reference guide your FOC can reach for in any situation, the induction tool your PM can work through with every new team member, and the performance standard your practice can hold everyone to.\u003c\/p\u003e\n\u003cp\u003e📄 \u003cstrong\u003eFormat:\u003c\/strong\u003e 18-page editable Microsoft Word document (.docx) — fully customisable with your practice name, FOC name, and team details\u003cbr\u003e⬇️ \u003cstrong\u003eInstant digital download\u003c\/strong\u003e — available immediately after purchase\u003cbr\u003e🦷 \u003cstrong\u003eBuilt for Australian dental practices\u003c\/strong\u003e — Privacy Act 1988 and AHPRA compliant\u003c\/p\u003e","brand":"Resolve Dental Consultancy","offers":[{"title":"Default Title","offer_id":53763537142124,"sku":null,"price":79.0,"currency_code":"AUD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0988\/9657\/6876\/files\/photo_reception_5_11d64662-a494-4c66-970b-c7f14c8fd2c7.png?v=1778748269","url":"https:\/\/www.resolvedentalconsultancy.com.au\/products\/front-office-coordinator","provider":"Resolve Dental Consultancy","version":"1.0","type":"link"}