Patient Coordinator (Remote)

Job Title: Patient Coordinator

About the Role

We are seeking a highly organized and dependable Patient Coordinator to manage the complete patient journey from initial inquiry through confirmed appointments while ensuring a seamless scheduling experience. This role is ideal for someone who excels in customer service, communication, and diary management, with a strong commitment to delivering a premium patient experience.

Success in this position is measured by consistency, reliability, responsiveness, and the ability to execute clearly defined processes to a high standard. The ideal candidate thrives in structured environments, takes initiative, and consistently follows through on every task.

This is a dedicated full-time remote position requiring availability during Brisbane (AEST) business hours.

Location: Remote
Job Type: Full-Time (Dedicated Resource)
Work Schedule: Monday to Friday | Brisbane Business Hours (AEST)

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Key Responsibilities

Phase 1: Patient Capture & Diary Management

Patient Enquiries & Appointment Coordination

• Answer incoming phone calls promptly with a professional and welcoming approach.
• Respond quickly to website enquiries, emails, and online contact forms.
• Convert enquiries into confirmed appointments through excellent communication and follow-up.
• Welcome newly booked patients and collect required pre-consultation information.
• Request and organize patient photos and documentation prior to consultations.
• Prepare concise patient summaries for the practitioner.
• Maintain accurate lead tracking records, including enquiry sources and outcomes.
• Nurture prospective patients who are not yet ready to book.

Diary & Appointment Management

• Confirm appointments prior to clinic days.
• Follow up with patients who have not confirmed.
• Fill cancelled appointments using waitlists and schedule optimization.
• Process booking deposits using payment systems.
• Coordinate appointment changes efficiently whenever schedules are updated.
• Prepare and submit daily operational reports.

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Phase 2: Patient Retention & Reputation Management

• Conduct structured post-treatment follow-ups.
• Manage treatment recall schedules.
• Re-engage inactive patients through timely outreach.
• Schedule follow-up appointments before patients complete their treatment journey.
• Request online reviews from eligible patients.
• Monitor reviews and prepare draft responses.
• Collect patient testimonials and approved before-and-after materials.
• Escalate patient concerns or complications immediately to the practitioner.

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Phase 3: Administrative Coordination & Business Support

• Maintain financial administration records using Xero.
• Capture receipts and ensure bookkeeping records remain organized.
• Prepare financial and operational performance reports.
• Coordinate practitioner schedules, including travel and external commitments.
• Liaise with external marketing partners regarding approved assets and campaign tracking.
• Monitor enquiry sources and marketing performance.
• Maintain consistency across online business information.
• Assist with supplier coordination and inventory administration.
• Create and maintain Standard Operating Procedures (SOPs) and process documentation.

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Key Performance Indicators (KPIs)

Success in this role will be measured through:

• Live phone answer rates
• Response time to enquiries
• Appointment conversion rate
• Appointment confirmation rate
• Cancellation backfill efficiency
• Booking deposit completion
• Daily operational reporting
• Patient retention and recall performance
• Online review generation
• Overall diary utilization

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Required Qualifications

• Excellent verbal and written English communication skills.
• Strong customer service and relationship-building abilities.
• Exceptional reliability and consistency in completing daily responsibilities.
• Ability to work within clearly defined processes and performance standards.
• Outstanding organizational and time management skills.
• Strong attention to detail.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Proactive approach to follow-ups and problem-solving.
• Comfortable using booking systems, email platforms, spreadsheets, and cloud-based applications.
• Must be available to work Brisbane (AEST) business hours.

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Preferred Qualifications

• Experience working in a medical, dental, allied health, cosmetic, or aesthetic practice.
• Previous experience as a Patient Coordinator, Medical Receptionist, Virtual Medical Assistant, or Administrative Coordinator.
• Hospitality or premium customer service experience.
• Experience managing appointment scheduling and practitioner diaries.
• Familiarity with patient confidentiality and privacy requirements.
• Experience using practice management software.
• Working knowledge of Xero or similar bookkeeping software.
• Experience with Stripe payment processing is advantageous.

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Tools & Software

• Practice Management Software (Timely or similar)
• Stripe
• Xero
• Microsoft Office / Google Workspace
• Email & Calendar Management
• CRM or Lead Tracking Systems
• Spreadsheets

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Core Competencies

• Patient Coordination
• Appointment Scheduling
• Calendar & Diary Management
• Customer Service
• Administrative Support
• Medical Administration
• Communication Skills
• Time Management
• Attention to Detail
• Process Compliance
• Confidential Data Handling
• Multitasking
• Relationship Management
• Problem Solving
• Follow-up Management
• Financial Administration

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Working Conditions

• Fully remote position.
• Dedicated full-time role.
• Must work during Brisbane (AEST) business hours.
• Handles confidential patient information and must maintain strict confidentiality and data privacy standards.
• Performance is measured against clearly defined service levels and operational outcomes.

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations (for full-time roles only)

Note

• Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.