Job Description
Patient Growth & Scheduling Coordinator
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SmileCollective Health
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Location: NARELLAN
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Employment Type: Full time or Casual — Shift-Based (4 days/week)
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Salary: Competitive salary, based on experience
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We are hiring 3–4 people from this intake.
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About Us
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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.
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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.
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The Role
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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.
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Key Performance Indicators
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Patient/treatment acceptance rate of 75% or above
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Monthly collection rate of 95% on patient balances and co-payments
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Completion of 5 patient financing/payment plan applications per month, at an 80%+ approval rate
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Minimum of 30 outbound calls per hour, with a target of 45 calls per hour (90% achievement rate)
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Successfully schedule a minimum of 4 patients per hour worked
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Complete outreach calls for all prophy and periodontal recall lists — covering current, last month, 3, 6, 9, 12, 15, and 18-month overdue patients
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Maintain a positive (green) trend on the practice's unscheduled patient
tracking/performance
board each month
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Job Responsibilities
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Scheduling & Practice Flow
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Keep the dentist(s)



and hygienist(s) productively booked throughout the day
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Review each day's patient records ahead of time, noting outstanding treatment needs
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Schedule all appointments with accurate procedure codes and time allocations
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Stabilise and maximise production by scheduling according to practice guidelines and time-efficiency principles
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Confirm lab cases have been received the day before scheduled treatment
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Check messages before the morning huddle and update the team on schedule changes
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Monitor the schedule throughout the day and maintain a short-call list to fill last-minute gaps
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Alert clinical staff promptly of patient arrivals; keep patients informed of expected wait times
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Confirm appointments with patients two days in advance
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Call any patient running more than five minutes late to check their status
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Patient Recall & Retention
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Manage the hygiene schedule to achieve utilisation goals through efficient use of appointment time
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Use practice reports and metrics to track and improve schedule utilisation
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Reschedule patients who miss appointments and call patients due for hygiene visits
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Track each hygiene patient's next continuing care visit to ensure no one falls through the cracks
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Flag chronic last-minute cancellations in a patient's file before pre-booking their next visit
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Re-engage patients who have fallen out of care through proactive outbound calling
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Lead Conversion, Sales & Marketing
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Manage leads through our CRM from initial enquiry to booked appointment, following defined funnel stages
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Follow up on marketing-generated leads (web enquiries, campaigns, referrals) with a sales-driven approach
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Convert enquiries into confirmed bookings, tracking conversion rates and follow-up cadences
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Present treatment plans clearly, communicating the value and importance of treatment to patients and arranging financial/payment plan options
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Work closely with the marketing team to report on lead quality, funnel performance, and conversion insights
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Front Office & Patient Service
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Be the first point of contact answering incoming calls
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Greet patients by name and update contact details, addresses, and insurance/health fund information as needed
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Register new patients and provide onboarding materials (welcome letter, patient information forms, and practice policies)
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Send welcome packages (via text or email) to all new patients
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Liaise with private health funds to verify and update patient information and any policy changes
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Check patient account balances ahead of appointments and prepare to discuss outstanding payments
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Adhere to patient confidentiality obligations under the Privacy Act **** and Australian Privacy Principles (APPs)
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Organise and maintain the practice's filing and records systems in line with Australian record-keeping requirements
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Adhere to all workplace health and safety regulations
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Required Qualifications
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2+ years' experience working in a dental practice
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Proven experience working with CRM systems, lead management, and marketing/sales funnels
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Prior experience in a sales, marketing, or patient/customer acquisition role
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Solid knowledge of dental treatment plans and private health insurance/HICAPS claiming requirements
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Insurance verification experience — able to provide a full private health fund benefit breakdown and accurate patient cost estimate
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Strong customer service and interpersonal skills, with the ability to build constructive, professional working relationships
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Strong multitasking ability across phones, scheduling, insurance verification, and lead follow-up simultaneously
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📌 Patient Growth & Scheduling Coordinator (New South Wales)
🏢 SMILE COLLECTIVE HEALTH
📍 New South Wales