Outbound Contact Centre Agent
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. The 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. If you want to be a part of this first-class team, join the mission to help build a healthier Australia by Applying Now! 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. 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
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