Outbound Contact Centre Agent

ForHealth Group; United States; On-site; USD 38,000 - 60,000; Full time

Benefits offered by this job

Remote opportunity – Work from home.

20% off Dental treatments for you and

Fitness Passport – discounted gym

24/7 Employee Assistance Program

Health insurance discounts

Thorough training and ongoing career

Friendly and supportive team

Team incentives

Job summary

Primary Dental is a Remote Worker-friendly role within the ForHealth Group, seeking an outbound contact centre team member to recall and reactivate dental patients. You will follow appointment scheduling guidelines to support clinic profitability and provide valuable feedback to the business.

Responsibilities include building patient rapport, accurately booking appointments, and promoting additional services while maintaining high accuracy and professionalism.

Qualifications

• Outbound call experience (preferred)
• Extensive knowledge of the Dental Industry
• Excellent Customer Service and Persuasive Communication skills
• Confident using booking platforms and CRM systems (Dental for Windows preferred)
• High level of accuracy and attention to detail
• Work well under pressure
• Ability to work independently as well as part of a team

Responsibilities

• Make outbound calls in line with scheduled roster and call handling protocols.
• Build rapport with patients to ensure a high standard of customer service and provide accurate information.
• Achieve outbound call and appointment conversion KPI’s through effective communication and patient engagement.
• Accurately book appointments using the designated platform, following SOPs with zero errors.
• Perform thorough patient screening, including verifying personal and Medicare details, prior to booking.
• Manage follow-up call-backs in a timely and professional manner.
• Record call outcomes and patient interactions accurately in the system.
• Communicate relevant patient feedback or operational concerns to the Team Leader.
• Identify and promote additional products or services based on patient needs or enquiries (e.g., whitening, aligners).
• Encourage family appointment bookings and maximise scheduling opportunities during each interaction.
• Educate patients on the importance of oral health and regular check-ups to drive appointment urgency and uptake.
• Maintain current knowledge of Dental and Allied Health businesses, including services, pricing, and promotional offers.

Skills

Outbound calls

Dental industry knowledge

Customer service

Persuasive communication

Booking platforms/CRM

Attention to detail

Independent & team work

Tools

Dental for Windows

Job description

The Company – Primary Dental

Primary Dental is one of Australia's largest Dental Support Organisations, supporting a nationwide network of over 180+ independent dentists in 60+ dental centres across Australia. We are a family of 50+ Dental support team members, 300+ Dental Assistants and a Dental Management team made up of people with decades of experience working in and managing dental practices. We are proudly part of the ForHealth Group.

The Role

We are seeking a motivated and customer-focused team member to join our Dental and Allied Health team. In this role, you will be responsible for making outbound calls to recall and reactivate Dental and Allied Health patients. You will also be expected to follow appointment scheduling guidelines to support increased patient flow and clinic profitability, while providing valuable patient feedback to the business.

Responsibilities

• Make outbound calls in line with scheduled roster and call handling protocols.
• Build rapport with patients to ensure a high standard of customer service and provide accurate information.
• Achieve outbound call and appointment conversion KPI’s through effective communication and patient engagement.
• Accurately book appointments using the designated platform, following standard operating procedures (SOPs) with zero errors.
• Perform thorough patient screening, including verifying personal and Medicare details, prior to booking.
• Manage follow-up call-backs in a timely and professional manner.
• Record call outcomes and patient interactions accurately in the system.
• Communicate relevant patient feedback or operational concerns to the Team Leader.
• Identify and promote additional products or services based on patient needs or enquiries (e.g., whitening, aligners).
• Encourage family appointment bookings and maximise scheduling opportunities during each interaction.
• Educate patients on the importance of oral health and regular check-ups to drive appointment urgency and uptake.
• Maintain current knowledge of Dental and Allied Health businesses, including services, pricing, and promotional offers.

The Successful Candidate

The successful candidate will be required to have:

• Possess Outbound Call experience (preferred)
• Extensive knowledge of Dental Industry
• Possess excellent Customer Service and Persuasive Communication skills
• Confident using booking platforms, and CRM systems (Dental for Windows preferred).
• High level of accuracy and attention to detail
• Work well under pressure
• Ability to work independently as well as part of a supportive team.

Why work for us?

With a team that are passionate and dedicated to your development, we offer a range of benefits

• Remote opportunity – Work from home.
• 20% off Dental treatments for you and your family
• Fitness Passport – discounted gym access
• 24/7 Employee Assistance Program
• Health insurance discounts
• Thorough training and ongoing career development opportunities
• Friendly and supportive dental and management team
• Team incentives

The successful candidate will have the opportunity to be part of an outstanding work environment in a purpose and values-driven Company that invests in its people through training and development and internal promotion.

ForHealth Group is committed to diversity and inclusion. We welcome applications from people with: Aboriginal and Torres Strait Islander ancestry; disability; culturally and linguistically diverse groups; the LGBTIQA+ community; veterans; carers; refugees; and people of all ages. ForHealth Group fosters a safe, respectful, and inclusive organisation culture which aims to eliminate behaviours that are unlawful and not in line with the 10 things that make us tick (our Values) 10 things that make us tick | ForHealth