Employer: Optimise Outsourcing Ltd
Work Location: Nairobi (Office-based)
Working Hours: Monday–Friday
Type: Full-Time

1. Introduction to the Role

Optimise Outsourcing is recruiting an exceptional Dental Triage Nurse & Patient Care Coordinator to support one of the UK’s well-established UK dental practice that delivers high-quality, patient-centred care

1. Role Overview

As a Dental Triage Nurse & Patient Care Coordinator, you will be a key part of the patient journey for a UK dental practice. You will handle inbound calls, emails, and live chat enquiries, conduct initial dental triage, book appointments, ethically upsell appropriate dental services, and prepare clear written reports for dentists.

This role requires a blend of dental knowledge, excellent communication, organisation, and commercial awareness, always delivered with empathy and professionalism.

The position is available for an immediate start and is ideal for a dental professional with strong customer service skills who enjoys patient interaction and clinical coordination.

1. About the UK Client

Our client is a well-established UK dental practice known for delivering high-quality, patient-centred care. They operate to strict UK clinical, compliance, and data-protection standards and place strong emphasis on professionalism, efficiency, and excellent patient experience.

The practice uses modern systems and structured workflows to ensure clear communication, safe triage, and seamless appointment management. They value trust, transparency, and ethical patient care and work closely with offshore support teams to deliver timely, well-coordinated services.

For GDPR and confidentiality reasons, the client’s identity will be disclosed at interview stage.

1. About Optimise Outsourcing

Optimise Outsourcing is a UK-registered Employer of Record (EOR) and recruitment partner with a strong operational base in Nairobi. We connect top Kenyan talent with industry-leading UK companies and provide:

• Full HR and operational support
• High-quality onboarding and training
• Performance coaching and long-term career development
• A professional, structured work environment

Joining Optimise means joining a company committed to excellence, growth, and long-term success.

Patient Communication & First Contact
• Answer inbound patient calls professionally and efficiently.
• Respond to patient enquiries via email and live chat.
• Provide calm, reassuring, and knowledgeable communication.
• Act as a trusted first point of contact for patients.

Dental Triage & Clinical Support
• Carry out initial dental triage by gathering symptoms and relevant patient information.
• Assess urgency and escalate emergency or complex cases to UK clinicians.
• Follow agreed triage protocols and safeguarding procedures.
• Ensure accurate and timely handover of clinical information to dentists.

Appointments & Diary Management
• Book, amend, and cancel dental appointments accurately.
• Match patients with appropriate clinicians and services.
• Manage follow-ups, reminders, and re-bookings to optimise appointment diaries.
• Coordinate closely with UK-based clinical and administrative teams.

Ethical Upselling & Patient Conversion
• Explain suitable dental treatments, consultations, and services clearly.
• Convert patient enquiries into booked appointments in a patient-centred manner.
• Communicate fees, treatment pathways, and next steps transparently.
• Support practice growth while maintaining trust and ethical standards.

Reporting & Documentation
• Prepare clear, concise written summaries and reports for dentists.
• Maintain accurate patient records in line with UK GDPR requirements.
• Document all patient interactions thoroughly and professionally.

Service Quality & Professional Standards
• Deliver consistently high standards of customer service.
• Handle patient concerns calmly and escalate where appropriate.
• Contribute to service improvement initiatives.
• Meet agreed KPIs such as response times, booking conversion, and patient satisfaction.

Essential Requirements
• Dental experience is essential, such as:
• Significant experience working within a dental practice environment.
• Proven customer service experience, ideally patient-facing or call-based.
• Experience handling telephone calls, emails, and live chat enquiries.
• Confidence in appointment booking and discussing dental treatments.
• Strong organisational skills and attention to detail.
• Ability to work professionally within an office-based team environment.

Desirable Experience
• Dental triage or patient coordination experience.
• Familiarity with UK dental practice workflows and terminology.
• Experience using dental or healthcare management systems.
• Experience in ethical upselling or patient conversion roles.

Working Environment & Equipment
This role is office-based in Kenya.
All equipment will be provided, including:
• Computer and monitors
• Headset and telephony systems
• Access to required software and systems
• Candidates do not need to provide their own equipment.

What’s on Offer
• Competitive salary.
• Office-based role with a professional working environment.
• Full equipment and systems provided.
• Structured onboarding and training.
• Ongoing support from a UK-based clinical team.
• Immediate start available.
• Long-term role with stability and progression potential

Application Process (Please Read Carefully)

To be considered for this role, applicants must complete ALL the following:

Step 1 — Complete the mandatory assessment

Step 2 — Upload your CV and cover letter via the assessment portal

Step 3 — Submit your application for review

Only candidates who complete the assessment AND meet minimum qualification criteria will be contacted.

👉 Application & Assessment Link:
         https://app.testgorilla.com/s/fb1fc5wr

⚠️ Applications without completed assessments will not be reviewed.