Hybrid

7d ago , from Illawarra Mercury Job Board

Be the first friendly voice a new patient hears and help them take the first step in their orthodontic journey. Our centralised New Patient Management Centre (NPMC) gives every patient a fast, warm and seamless experience from their very first enquiry, and as we scale it we are looking for a New Patient Coordinator to join the team.

Be part of an innovative team improving the patient experience

Enjoy structured training and genuine career growth

Work in a supportive, team-oriented environment

Help shape a new initiative changing patient care across Australia

About Smile Partners

Smile Partners is a leading orthodontic group, founded by specialist orthodontists and business professionals to provide business and management support to orthodontists and their practices. This lets our doctors focus on what they do best, treating patients, while we look after the business. One of our core values is Patient Centricity: we put patients at the heart of everything we do, and the NPMC is a big part of how we deliver on that promise.

About the role

Reporting to the NPMC Manager, you will be the first point of contact for patients enquiring about orthodontic treatment across our practice brands. You will manage inbound and outbound calls and online enquiries, capture accurate patient information, and turn enquiries into booked consultations. As an early member of the team, you will also help refine our call guides and workflows as the model grows.

To make sure patients can reach us across the day, this role works to a rostered shift, Monday to Friday.



Our contact centre currently operates from 8:00am to 5:00pm, and as we bring on more practices this will extend to a span of roughly 7:45am to 6:00pm. Start and finish times will vary depending on your shift, so you will need to be comfortable with an early start or later finish on some days. We confirm your roster in advance and give you as much notice as possible.

What you will do

- Handle inbound phone and online enquiries on behalf of different practice brands, collecting patient details and booking new patient appointments
- Make proactive outbound and welcome calls to online enquirers, confirming details and building excitement ahead of their consultation
- Re-engage patients who abandon, cancel or no-show a booking, and follow up recall patients due for their 6 or 12 month return
- Deliver a warm, professional experience on every call so patients feel they are speaking directly to their local practice
- Keep patient records accurate and up to date, handling sensitive information in line with the Privacy Act and Australian Privacy Principles
- Follow documented call guides and workflows, and help improve them as the team scales

About you

You are calm under pressure, patient-focused and highly reliable,



and you build rapport quickly with both patients and colleagues.

- Relevant experience. 1 to 2 years in a contact centre, customer service, or dental or medical reception role
- Great with people. Warm, empathetic and confident, with clear communication and interpersonal skills
- Detail focused. Organised, accurate and discreet with sensitive information
- Self-driven. Motivated and proactive, comfortable working to KPIs and call centre metrics without close supervision
- Tech confident. Comfortable using integrated systems and quick to adapt to new technology
- Team player. Eager to contribute to a growing team and support the NPMC as it scales
- Flexible. Available for rostered shifts across our operating hours, currently 8:00am to 5:00pm and extending to around 7:45am to 6:00pm as the centre grows

What we offer

- Hybrid working: 3 days in office, 2 days from home once fully trained
- Modern North Sydney head office, next to North Sydney Station and Victoria Cross metro
- Exclusive discounts and perks via the Flare HR Benefits Portal
- A sociable, supportive team culture that values collaboration
- Structured training and clear pathways for internal growth

A little extra

There is no such thing as a perfect candidate. Smile Partners is a place where everyone has opportunity, so however you identify and whatever background you bring, please apply if this role would make you excited to come to work each day. We are an equal opportunity employer and know a diverse workforce is crucial to our success.

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📌 New Patient Coordinator (North Sydney Council)
🏢 Smile Partners Australia
📍 North Sydney Council