Patient Concierge Agent (Inbound Appointment Setter)

About the Opportunity

A rapidly growing patient acquisition and healthcare marketing business is seeking Patient Concierge Agents to join its remote team. The company partners with specialty surgical practices and helps convert inbound patient enquiries into booked consultations through exceptional patient communication and follow-up.

Operating across multiple healthcare sectors, including bariatric surgery, LASIK, ophthalmology, and cataract services, the business delivers a high-touch patient experience by responding quickly to enquiries, nurturing leads through the decision-making process, and scheduling consultations directly with medical specialists.

As the company expands its presence within the Australian market, it is looking for reliable, customer-focused professionals who can provide outstanding service and support to prospective patients.

Key Responsibilities

• Respond promptly to inbound patient enquiries via phone, SMS, and email.
• Build trust and rapport with prospective patients.
• Provide high-level information regarding medical procedures and consultation processes.
• Follow up consistently with prospective patients throughout their decision-making journey.
• Schedule consultations directly into provider calendars.
• Maintain accurate records within company systems and CRM platforms.
• Deliver an exceptional patient experience throughout every interaction.
• Meet appointment booking and follow-up objectives.
• Work independently within a fully remote environment.
• Collaborate with the operations team to ensure seamless patient communication.

Requirements

Essential

• Excellent spoken and written English.
• Outstanding telephone manner with a warm, friendly, and professional communication style.
• Proven reliability, strong attendance, and excellent time management.
• Ability to work independently with minimal supervision.
• Strong customer service orientation.
• Comfortable speaking with patients regarding healthcare and surgical services.
• Reliable high-speed internet connection and dedicated home office setup.
• Strong organisational and follow-up skills.

Advantageous

• Previous experience in appointment setting.
• Experience in customer service or customer experience roles.
• Inbound sales experience.
• Call centre experience.
• Patient coordination or healthcare administration experience.
• Experience working with Australian, UK, or US customers.
• Experience working remotely.

What Success Looks Like

• Consistent and dependable attendance.
• Prompt response times to patient enquiries.
• High-quality patient interactions and communication.
• Strong consultation booking performance.
• Excellent follow-up discipline and task management.
• Positive feedback from patients and internal stakeholders.

Working Hours

• Full-time remote position.
• Australian business hours (AEST).
• Shift schedules will be confirmed during the recruitment process.
• Candidates must be comfortable working Australian-aligned hours.

Compensation

• Competitive salary based on experience and suitability.
• Performance-based bonus opportunities.
• Long-term remote opportunity within a growing international business.
• Ongoing training and support provided.

Application Requirements

Please provide:

• Updated CV.
• Introduction video outlining your background and communication style.
• Confirmation of remote working setup and internet reliability.
• Details of relevant customer service, appointment-setting, or patient-facing experience.
• Notice period and availability to start.