Role Description 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 - Cataract services The business delivers a high-touch patient experience by: - Responding quickly to enquiries - Nurturing leads through the decision-making process - 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. Qualifications - 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 Requirements - Previous experience in appointment setting (advantageous) - Experience in customer service or customer experience roles (advantageous) - Inbound sales experience (advantageous) - Call centre experience (advantageous) - Patient coordination or healthcare administration experience (advantageous) - Experience working with Australian, UK, or US customers (advantageous) - Experience working remotely (advantageous) Benefits - 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 - 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

• Serving as the first point of contact for families inquiring about or beginning ABA therapy services, delivering a warm, professional, and reassuring experience from the very first interaction. • Guiding families through the full intake process, explaining each step clearly, answering questions, and ensuring they feel supported throughout. • Collecting and following up on required intake documentation and paperwork, ensuring all forms are completed accurately and on time. • Tracking the status of each family through the intake pipeline and proactively following up to keep the process moving without unnecessary delays. • Responding promptly to incoming inquiries via phone and email, maintaining a high standard of responsiveness at all times. • Accurately capturing and updating family and client information in the relevant systems (including CentralReach or similar platforms). • Coordinating with internal teams (scheduling, clinical, and administrative) to ensure a smooth handover once intake is complete. • Flagging any delays, incomplete documentation, or unresponsive families to the relevant team member in a timely manner. • Maintaining consistency and attention to detail across a high volume of concurrent intake cases.

• Following up with RBTs (Registered Behaviour Technicians) to confirm availability, schedules, and any updates that affect client sessions. • Checking in with families and parents to provide scheduling updates, address concerns, and ensure their expectations are being met. • Sourcing new RBT/ABA Therapist candidates through various channels to support the team’s ongoing staffing needs. • Assisting with the pairing of RBTs/ABA Therapists to clients based on availability, location, and client needs. • Maintaining accurate and up-to-date records of therapist and client statuses in the relevant systems. • Flagging scheduling conflicts, staffing gaps, or unresponsive parties to the relevant coordinator in a timely manner. • Drafting and sending professional written communications to both RBTs and families as required. • Supporting the broader scheduling and staffing team with administrative tasks as needed.

• Serving as the dedicated point of contact for an ongoing portfolio of families receiving ABA therapy services, building trusted and consistent relationships over time. • Proactively monitoring case progress and family satisfaction, identifying potential concerns or risks before they escalate. • Handling difficult, emotional, or high-tension conversations with professionalism, empathy, and a solutions-focused approach. • De-escalating frustrated or distressed families by actively listening, acknowledging concerns, and guiding conversations toward resolution. • Identifying the root cause of family concerns and coordinating with internal clinical, scheduling, and administrative teams to resolve them effectively. • Using case data and family feedback to track trends, flag recurring issues, and recommend improvements to the broader team. • Following up consistently on open cases and outstanding concerns to ensure nothing is left unresolved. • Documenting all case interactions, resolutions, and follow-up actions accurately in the relevant systems (including CentralReach or similar platforms). • Communicating service updates, changes, or disruptions to families in a clear, empathetic, and timely manner. • Collaborating closely with scheduling, intake, and clinical teams to ensure families receive a seamless, well-coordinated experience.