Job Overview

Our client is seeking a compassionate, detail-oriented, and highly communicative Patient Support Representative (Dental) to support patients throughout their orthodontic treatment journey. In this role, you will serve as the first point of contact for patients, providing timely, professional, and empathetic assistance through the company’s mobile application and digital communication channels.

You will handle general patient inquiries, assist with appointment-related requests, and provide accurate information using established protocols and approved response templates. You will also identify concerns that require specialised attention and ensure they are escalated to the appropriate treatment coordinators.

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

Responsibilities

1. Patient Support & Communication

• Serve as the first point of contact for patients seeking assistance with their orthodontic treatment journey.
• Respond promptly and professionally to patient inquiries through the company’s mobile app chat and other digital communication platforms.
• Address general questions using established protocols, approved templates, and available resources.
• Communicate clearly, accurately, and empathetically, ensuring patients feel heard and supported.
• Recognise patient concerns that require additional assistance and escalate them to the appropriate team members.

2. Appointment Coordination

• Assist with patient requests related to appointments and scheduling.
• Make outbound calls to dental clinics to verify appointment availability and confirm relevant details.
• Coordinate appointment information and communicate updates accurately to patients and internal team members.
• Escalate complex scheduling requests and treatment-related concerns to treatment coordinators.

3. Escalation & Team Collaboration

• Identify patient cases that require specialised support beyond general customer service.
• Direct treatment-related questions and requests for phone consultations to the appropriate treatment coordinators.
• Collaborate with cross-functional teams across different time zones to ensure timely and effective patient support.
• Follow established escalation procedures to ensure patient concerns are handled by the right team.

4. Documentation & Compliance

• Maintain accurate, organised, and up-to-date records of patient interactions and communications.
• Follow applicable healthcare compliance requirements, internal procedures, and patient confidentiality standards.
• Handle sensitive patient information with discretion and professionalism.
• Ensure all communications and records are complete, accurate, and consistent with established guidelines.

Requirements

• Excellent written English communication skills, with strong grammar, spelling, and attention to detail.
• Previous experience in customer service, patient support, healthcare administration, or a similar customer-facing role.
• Proven ability to communicate professionally and empathetically with customers or patients, particularly through chat-based channels.
• Confidence using technology platforms, mobile applications, chat systems, and digital communication tools.
• Strong organisational and time-management skills, particularly when managing inquiries and documenting interactions.
• Comfortable making outbound phone calls to dental clinics when required.
• Ability to remain calm, patient, and professional when handling sensitive concerns or escalating complex inquiries.
• A strong commitment to patient confidentiality, accuracy, and quality service.

Ideal Candidate Profile

• Patient-focused, approachable, and dependable, with a natural ability to communicate clearly and compassionately.
• Comfortable working in a digital-first environment, with the ability to manage multiple inquiries while maintaining accuracy and following established protocols in a healthcare setting.
• Demonstrates sound judgement in recognising when an inquiry falls outside scope and should be referred to a specialised team member.

Success in This Role

• Measured by the ability to provide timely and empathetic patient support, maintain accurate documentation, coordinate appointment requests efficiently, and ensure complex concerns are escalated appropriately.
• Contributes to a positive patient experience by helping patients feel informed, supported, and confident throughout their orthodontic treatment journey.

Independent Contractor Perks

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

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.

One application, multiple possibilities: When you apply, our team reviews your background against all current openings, not just this one! If a different role fits your skills, we'll get in touch! We also encourage you to keep exploring our job board and apply directly to any position that excites you.