The Front Desk Customer Service Representative is the first point of contact for our patients and a key support to our doctors and treatment coordinators.

The role is based primarily between our JinQiao (Pudong) and Jing'an clinics, with regular travel between the two.

Responsibilities:

• Patient reception & check-in — Greet patients warmly and professionally, verify patient details, and process registration efficiently, in person and by phone.
• Appointment scheduling & confirmation — Book and confirm appointments and recall visits; manage the daily schedule to minimize no-shows and cancellations.
• Insurance claims input & submission — Accurately enter, prepare, and submit insurance claims on behalf of both patients and doctors; collect and verify insurance cards and documentation; coordinate pre-authorizations with insurers; and follow up on outstanding or rejected claims through to resolution. This is a core part of the role and demands a high level of accuracy.
• Phone & WeChat customer service — Respond to patient inquiries by phone and WeChat within a 4-hour window during business hours; answer basic questions about treatment, fees, and insurance; and escalate any clinical questions to a doctor or treatment coordinator immediately.
• Payment processing & daily reconciliation — Take cash and card payments accurately, review charges with patients, and complete end-of-day and end-of-month balancing with zero discrepancies.
• Patient charts & records — Set up new patient charts, keep records and treatment cards complete and up to date, and handle all patient data with strict confidentiality.
• Lobby & front-office management — Keep the reception area clean, calm, and comfortable, and ensure a pleasant waiting experience.
• Team coordination — Communicate appointment changes, patient information, and special requests to the clinical team and treatment coordinators.
• Multi-clinic rotation — Work across the JinQiao and Jing'an clinics (and other PureSmile locations as occasionally needed) per the schedule set by the Office Manager.

Reports to: Office Manager / Clinic Manager

• Experience: 2–3 years in a front-desk, customer service, or medical/dental support role. Experience handling insurance claims or working in a healthcare or clinic setting is a strong advantage.
• Languages: Fluent (native or professional level) Mandarin & English are required for communicating with our international patients. 
• Insurance & numeracy: Comfortable working accurately with numbers, claim forms, and payment records. Prior experience with dental or medical insurance claims is highly valued.
• Software: Comfortable with basic Office applications (Word, Excel) and WeChat; able to learn our clinic management system (TOPs) quickly — training is provided.
• Attributes: Exceptional attention to detail and a zero-error mindset for claims and payments; a warm, calm, professional manner with patients, including under pressure; strong organization and the ability to manage multiple priorities with minimal supervision; and a reliable, team-oriented attitude.
• Availability: Full-time. Willing to travel between the JinQiao (Pudong) and Jing'an clinics, and to work a weekend rotation (weekend work is compensated at 2x the weekday rate). -
• Location: Currently based in Shanghai with valid work authorization.

• An international, Western-style clinic atmosphere held to international standards, led by an internationally trained dental team.
• A warm, cordial team and a strong team culture — colleagues who support each other and genuinely enjoy working together.
• The chance to interact with amazing clients from all over the world, in English and Mandarin.
• Competitive salary - Stable, full-time employment with a long-established Shanghai practice.

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