Caitlyn Dalziel

Dental Practice Manager

Bupa Dental

• Manage the day-to-day operations of a busy Bupa corporate dental practice, ensuring efficient workflows, operational excellence and an exceptional patient experience.
• Oversee appointment scheduling, clinician diaries and treatment follow-ups to maximise chair utilisation and productivity.
• Monitored and reported on practice KPIs, revenue, treatment plan conversion, and patient satisfaction, implementing targeted strategies to meet corporate targets.
• Lead, coach and develop the reception team through training, performance management and ongoing support to achieve individual and practice goals.
• Prepare staff rosters, coordinate daily operations and manage workflow to ensure optimal staffing levels and business efficiency.
• Support recruitment, onboarding and development of new team members while fostering a collaborative, high-performing team culture.
• Delivered exceptional customer service by managing patient enquiries, resolving complaints, and fostering long-term patient relationships.
• Collaborated with clinicians, cluster leadership, and corporate stakeholders to enhance operational processes and support high-quality patient care.

• Delivered person-centered support to clients, enhancing daily living skills, facilitating appointments, and promoting community access and individual goals.
• Fostered strong relationships with clients through empathetic communication and consistent care.
• Promoted client independence, safety, and well-being through tailored support.
• Coordinated with families, healthcare professionals, and support teams to ensure comprehensive and quality care.
• Maintained accurate documentation, case notes, and incident reporting while following care plans and policies.

• Coordinated patient appointments, bookings, cancellations, recalls and treatment schedules across multiple practitioners.
• Provided exceptional patient service across reception, telephone and email enquiries.
• Maintained a welcoming and professional reception environment while managing competing priorities in a fast-paced setting.
• Oversaw staff rosters, daily workflows and team coordination to ensure smooth practice operations.
• Processed patient payments, private health fund claims, Medicare transactions, invoicing and account enquiries with accuracy.Monitored stock levels and coordinated ordering of dental and office supplies to maintain adequate inventory.
• Assisted with accounts, banking, end-of-day procedures, receipting and general financial administration.
• Supported recruitment, staff onboarding and training to maintain consistent practice procedures and service standards.
• Ensured compliance with practice policies, workplace health and safety, privacy and infection-control procedures.
• Supported dentists and clinical staff with efficient scheduling and coordination of daily treatment requirements.
• Maintained strong patient relationships through professional communication, empathy and attention to detail.