ForHealth Group
Outbound Contact Centre Agent
About this role
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