Job Overview

Our client is seeking a compassionate, detail-oriented, and highly communicative Customer Service Representative (Healthcare) to become the first point of contact for patients navigating their orthodontic treatment journey. In this role, you will provide timely and professional support through the company's mobile app and digital communication platforms. You will help patients with general inquiries, provide guidance using established protocols, coordinate appointment-related requests, and ensure more complex concerns are appropriately escalated to specialized treatment coordinators. The ideal candidate is confident communicating through written channels, comfortable working with technology, and able to remain calm and professional when handling sensitive healthcare-related questions or concerns.

Schedule

Monday - Friday, 8:00 AM - 5:00 PM AWST, with 1 hour unpaid break (40 work hours per week)

Responsibilities

• Patient Support & Communication: Serve as the first point of contact for patients; respond promptly and professionally to inquiries via the mobile app chat function; handle general questions using established protocols and approved templates; provide clear, accurate, and empathetic written communication; address patient concerns and escalate appropriately when additional assistance is needed.
• Appointment Coordination: Handle patient requests related to appointments and scheduling; make outbound calls to dental clinics to verify appointment availability; coordinate appointment information and communicate updates accurately to patients and relevant team members; escalate complex scheduling or treatment matters to treatment coordinators.
• Escalation & Team Collaboration: Identify complex patient cases requiring specialized support; escalate treatment-related questions and phone call requests to treatment coordinators; work closely with cross-functional team members across different time zones to ensure proper patient assistance.
• Documentation & Compliance: Maintain accurate and up-to-date records of patient interactions and communications; follow healthcare compliance requirements and patient confidentiality standards at all times; handle sensitive information with discretion and professionalism.

Requirements

• Excellent written English communication skills with impeccable grammar, spelling, and attention to detail.
• Previous experience in customer service, patient support, healthcare administration, or a similar customer-facing role.
• Demonstrated ability to communicate professionally and empathetically with customers or patients, particularly in chat-based environments.
• Comfortable using technology platforms, mobile applications, chat systems, and digital communication tools.
• Strong attention to detail, organizational, and time-management skills when documenting information.
• Comfortable making outbound phone calls to dental clinics when required.

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

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.

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