Patient Growth & Scheduling Coordinator
SmileCollective Health
Location:
NARELLAN
Employment Type:
Full-Time or Casual — Shift-Based (4 days/week)
Salary:
Competitive salary, based on experience
We are hiring 3–4 people from this intake.
About Us
At SmileCollective Health, we believe exceptional patient care starts long before someone sits in the dental chair — it starts with how we manage enquiries, scheduling, and patient follow-up. We're building a high-performing call centre team that blends scheduling expertise, patient retention, and genuine sales and marketing capability into one role.
This is
not an entry-level role
. We're looking for experienced professionals who understand CRM-driven lead management, dental scheduling, and patient recall — and who know how to keep a practice's schedule full, productive, and patient-focused.
The Role
As a Patient Growth & Scheduling Coordinator, you'll be at the centre of our patient experience and practice productivity — managing the daily schedule, converting marketing-generated leads into booked patients, and reconnecting patients who are overdue for care. This role blends scheduling coordination, patient recall, and sales/marketing-driven lead conversion into a single, high-impact position.
Key Performance Indicators
Patient/treatment acceptance rate
of 75% or above
Monthly collection rate
of 95% on patient balances and co-payments
Completion of
5 patient financing/payment plan applications
per month, at an 80%+ approval rate
Minimum of
30 outbound calls per hour
, with a target of
45 calls per hour
(90% achievement rate)
Successfully schedule a minimum of
4 patients per hour
worked
Complete outreach calls for all prophy and periodontal recall lists — covering current, last month, 3, 6, 9, 12, 15, and 18-month overdue patients
Maintain a positive (green) trend on the practice's unscheduled patient tracking/performance board each month
Job Responsibilities
Scheduling & Practice Flow
Keep the dentist(s)



and hygienist(s) productively booked throughout the day
Review each day's patient records ahead of time, noting outstanding treatment needs
Schedule all appointments with accurate procedure codes and time allocations
Stabilise and maximise production by scheduling according to practice guidelines and time-efficiency principles
Confirm lab cases have been received the day before scheduled treatment
Check messages before the morning huddle and update the team on schedule changes
Monitor the schedule throughout the day and maintain a short-call list to fill last-minute gaps
Alert clinical staff promptly of patient arrivals; keep patients informed of expected wait times
Confirm appointments with patients two days in advance
Call any patient running more than five minutes late to check their status
Patient Recall & Retention
Manage the hygiene schedule to achieve utilisation goals through efficient use of appointment time
Use practice reports and metrics to track and improve schedule utilisation
Reschedule patients who miss appointments and call patients due for hygiene visits
Track each hygiene patient's next continuing care visit to ensure no one falls through the cracks
Flag chronic last-minute cancellations in a patient's file before pre-booking their next visit
Re-engage patients who have fallen out of care through proactive outbound calling
Lead Conversion, Sales & Marketing
Manage leads through our CRM from initial enquiry to booked appointment, following defined funnel stages
Follow up on marketing-generated leads (web enquiries, campaigns, referrals) with a sales-driven approach




Convert enquiries into confirmed bookings, tracking conversion rates and follow-up cadences
Present treatment plans clearly, communicating the value and importance of treatment to patients and arranging financial/payment plan options
Work closely with the marketing team to report on lead quality, funnel performance, and conversion insights
Front Office & Patient Service
Be the first point of contact answering incoming calls
Greet patients by name and update contact details, addresses, and insurance/health fund information as needed
Register current patients and provide onboarding materials (welcome letter, patient information forms, and practice policies)
Send welcome packages (via text or email) to all new patients
Liaise with private health funds to verify and update patient information and any policy changes
Check patient account balances ahead of appointments and prepare to discuss outstanding payments
Adhere to patient confidentiality obligations under the Privacy Act **** and Australian Privacy Principles (APPs)
Organise and maintain the practice's filing and records systems in line with Australian record-keeping requirements
Adhere to all workplace health and safety regulations
Required Qualifications
2+ years' experience working in a dental practice
Proven experience working with CRM systems, lead management, and marketing/sales funnels
Prior experience in a sales, marketing, or patient/customer acquisition role
Solid knowledge of dental treatment plans and private health insurance/HICAPS claiming requirements
Insurance verification experience — able to provide a full private health fund benefit breakdown and accurate patient cost estimate
Strong customer service and interpersonal skills, with the ability to build constructive, professional working relationships
Strong multitasking ability across phones, scheduling, insurance verification, and lead follow-up simultaneously
#J-*****-Ljbffr

📌 Patient Growth & Scheduling Coordinator (New South Wales)
🏢 SMILE COLLECTIVE HEALTH
📍 New South Wales