Patient Growth & Scheduling Coordinator

SMILE COLLECTIVE HEALTH; Sydney; On-site; AUD 70,000 - 100,000; Full time

Job summary

SmileCollective Health is seeking a Patient Growth & Scheduling Coordinator in Sydney to manage daily scheduling, convert marketing leads into booked patients, and reconnect overdue cases. You will coordinate with clinicians to keep the practice productive and patient-focused, ensuring smooth front-office operations and timely follow-ups.

The role requires experience with CRM-driven lead management and dental scheduling, with a focus on retaining patients and driving recall campaigns.

Qualifications

• 2+ years' experience in a dental practice or similar clinical setting.
• Experience with CRM systems, lead management, and marketing/sales funnels.
• Proven ability to convert enquiries into booked appointments.
• Strong understanding of dental treatment plans and private health insurance.

Responsibilities

• Manage daily schedule to keep dentist and hygienist productive.
• Review patient records ahead of time and allocate time accurately.
• Schedule appointments with correct procedure codes and times.
• Lead conversion from enquiries to bookings and communicate plan options.
• Handle front-office duties and greet patients professionally.

Skills

CRM experience

Lead management

Sales experience

Customer service

Multitasking

Tools

CRM software

Job description

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 new 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 1988 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