Are you an experienced trainer and coach who enjoys developing confident, capable and customer-focused teams?

Mobile Dental Clinics Australia is seeking a Booking Coordinator Trainer, Coach & Assessor to lead the onboarding, training, coaching and competency assessment of our Booking Coordinators.

This is a hands-on role for someone who can turn processes into practical learning, provide transparent and constructive feedback, and support consistent standards across our booking and call centre operations.

About the role

Reporting to the Head of Sales and Service, you will develop and deliver structured training across booking processes, patient communication, customer service, lead management, dental systems, RingCX and general administrative workflows.

You will review calls, conduct one-on-one coaching, facilitate practical training, assess competency and provide targeted retraining where required. You will also help maintain the MDCA knowledge library, including approved scripts, call flows, FAQs, process guides and quick-reference resources.

Key responsibilities

- Deliver structured onboarding for new Booking Coordinators.
- Facilitate face-to-face, virtual and workplace-based training.
- Train team members in dental systems, booking processes, patient records, lead management and administrative workflows.
- Provide training on inbound and outbound calls, questioning techniques, active listening, objection handling and appointment conversion.
- Coach coordinators in the correct use of RingCX queues, campaigns, dispositions and follow-up processes.
- Review live and recorded calls against approved quality criteria.
- Provide clear, objective and evidence-based feedback.
- Conduct regular one-on-one coaching and document agreed actions.
- Assess competency through call observations, role-plays, exercises, questioning and work samples.
- Develop onboarding guides,



training modules, scripts, checklists, assessments and coaching resources.
- Create and maintain knowledge articles, critical scripts, FAQs and process guides within RingCX.
- Maintain accurate training, coaching, assessment and competency records.
- Identify recurring knowledge or process gaps and recommend practical improvements.
- Work closely with Booking Coordinator Team Leaders and the Head of Sales and Service to support consistent standards across onshore and offshore teams.

About you

You are an organised and confident trainer who can build rapport while maintaining clear expectations and accountability. You are comfortable reviewing calls, identifying skill gaps and turning feedback into practical coaching actions.

You will bring

- A Certificate IV in Training and Assessment, TAE40122 or a recognised equivalent that meets current training and assessment requirements.
- Experience within government or public dental services, dental, medical, healthcare administration or a contact centre environment.
- Demonstrated experience onboarding, training, coaching and assessing booking, customer service or contact centre employees.
- Experience developing training modules, coaching materials, scripts, process guides and competency tools.
- Experience reviewing calls and delivering clear, evidence-based feedback.
- Knowledge of appointment booking, patient communication, service pathways and administrative workflows.




- Confidence learning and training others in dental systems, RingCX or comparable contact centre platforms.
- Strong facilitation, presentation, written communication, coaching and documentation skills.
- Excellent attention to detail, planning, record-keeping and follow-up.
- Eligibility to work in Australia, the ability to meet organisational screening requirements and the capacity to travel as required.

Desirable experience

- Certificate III or IV in Dental Assisting, or an equivalent dental assisting qualification.
- Experience in healthcare or government services.
- Experience supporting Booking Coordinators, Patient Coordinators, Sales and Service teams or offshore teams.
- Experience using CareStack, RingCX or similar dental and contact centre platforms.
- Experience maintaining knowledge libraries, quality scorecards, call calibration tools or digital learning resources.

Location and working arrangements

This is a full-time position working five days per week. The role is based at our Head Office in Heatherton, Victoria, with travel to remote training locations and other work locations as required.

Why join MDCA?

This role is an prospect to directly influence the capability, confidence and consistency of a growing Sales and Service team. You will play an important part in improving onboarding, call quality, booking accuracy, patient communication and access to reliable operational knowledge.

How to apply

Please submit your resume and a cover letter outlining:

1. Your training and assessment qualifications.
2. Your experience coaching booking, customer service or contact centre teams.
3. Your experience reviewing calls and assessing competency.
4. Your background in dental, medical, healthcare, government or related services.
5. The systems and knowledge-management platforms you have used.

📌 Sales & Service Trainer, Quality Coach & Assessor (Healthcare) (Heatherton)
🏢 Mobile Dental Clinics Australia
📍 Heatherton