外呼中心代理
Outbound Contact Centre Agent
公司 – Primary Dental
Primary Dental 是澳大利亚最大的牙科支持组织之一，为全国超过 180 家独立牙医提供支持，在澳大利亚 60 多家牙科中心设有网点。我们拥有 50 多名牙科支持团队成员、300 多名牙科助理，以及由在牙科诊所和管理方面拥有数十年经验的人员组成的牙科管理团队。我们自豪地隶属于 ForHealth Group。
职位描述
我们正在寻找一位积极主动、以客户为中心的团队成员加入我们的牙科与相关健康团队。在此职位中，您将负责进行外拨电话，召回和重新激活牙科及相关健康患者。您还需遵循预约排班指南，以提高患者流量和诊所盈利能力，同时向业务部门提供有价值的患者反馈。
职责
- 按照排班计划和电话处理协议进行外拨电话。
- 与患者建立良好关系，确保高质量的客户服务并提供准确信息。
- 通过有效的沟通和患者互动，达成外拨电话和预约转化的 KPI。
- 准确使用指定平台预订预约，遵循标准操作流程（SOP），做到零错误。
- 在预订前进行详细的患者筛查，包括核实个人信息和医保详情。
- 及时且专业地处理后续回拨电话。
- 在系统中准确记录通话结果和患者互动情况。
- 向团队主管传达相关的患者反馈或运营问题。
- 根据患者需求或咨询，识别并推广额外的产品或服务（例如美白、矫正器）。
- 鼓励家庭预约，并在每次互动中最大化排班机会。
- 教育患者了解口腔健康和定期检查的重要性，以推动预约的紧迫性和接受度。
- 保持对牙科及相关健康业务的最新了解，包括服务、价格和促销活动。
成功候选人需具备：
- 具备外拨电话经验（优先）
- 精通牙科行业知识
- 具备优秀的客户服务和说服性沟通技巧
- 熟练使用预订平台和 CRM 系统（优先使用 Dental for Windows）
- 高度准确和注重细节
查看英文原文
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. ForHealth Group 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
Originally posted on Himalayas