Virtual New Patient Coordinator (Afternoon / Evening Shift – UK Dental Practice)

Location: Remote (South Africa only)
Contract Type: Part‑time, Long‑term
Working Days: Monday to Friday
Working Hours: 14:30 – 20:30 (UK time)
Weekly Hours: 30
Pay: Hourly (weekday) + weekend per‑lead & booking bonuses

About the Role

We are a UK dental practice seeking a Virtual New Patient Coordinator to manage inbound enquiries and convert interested patients into booked appointments during our afternoon and evening hours.

🚫 This is NOT a cold‑calling role.
✅ You will only contact people who have already shown interest by:

• Submitting an online enquiry

• Requesting a call back

• Calling the practice directly

Your responsibility is to ensure no enquiry waits unanswered and no opportunity is lost due to slow response or poor follow‑up.

Working Hours (UK Time)

• Monday–Friday: 14:30 – 20:30

• This role completes a split‑shift model delivering 12 hours per day coverage for UK patients

• No handovers by message or call — all continuity is maintained via the CRM

Core Responsibilities

1. Lead Response & Speed (Critical)

• Call new leads within 5 minutes of being logged

• Answer inbound calls from patients actively seeking treatment

• Make outbound follow‑up calls to warm leads only

• Persist with follow‑up until the lead is:

  • Booked, or

  • Clearly declined / closed

No lead should ever be parked, ignored, or left without a next action.

2. Qualification & Triage

• Use structured triage questions and call scripts

• Understand patient needs, intent, urgency, and suitability

• Ensure only high‑quality, appropriate patients are booked

• Maintain diary quality — booking accuracy matters

3. Booking & Conversion

• Book qualified patients directly into the diary

• Match appointment types correctly to treatment intent

• Explain next steps clearly and professionally

• Conversion should be intentional, not rushed

4. CRM & Data Accuracy

• Log 100% of enquiries, calls, notes, and outcomes in the CRM

• Maintain accurate lead statuses and follow‑up reminders

• Ensure clean records for overnight continuity

Weekend On‑Call Cover (Different Pay Structure)

• One weekend day per week (Saturday or Sunday, rotated)

• On‑call only — no fixed hours

• You act only when:

  • A new inbound digital lead is received, or

  • An incoming call is made to the practice

• Contact new leads within 5 minutes

• Up to 3 contact attempts per lead on the day

Weekend Pay Model:

• Paid per lead successfully contacted

• Additional bonus per lead booked

• (Warm inbound leads only — no cold outreach, no admin tasks)

Pay Overview

• Weekdays: Competitive hourly rate, based on experience
  (Typical range: R150–R200 per hour)

• Weekends: Performance‑based per‑lead and booking payouts

• Long‑term, reliable performers can earn above‑market rates

What We’re Looking For

• Excellent spoken and written English

• Confident handling warm / inbound leads by phone

• Comfortable with outbound follow‑up calls

• Conversion‑focused but professional and patient‑centric

• Experience with CRM systems preferred

• Reliable fibre/LTE internet and a quiet home workspace

This Role Is NOT For You If

• You are looking for cold‑calling work

• You dislike outbound follow‑up

• You prefer admin‑only roles

• You struggle with ownership or accountability

Application Instructions (Important)

Please include:

1. Your experience handling inbound or warm leads by phone

2. Any CRM systems you have used

3. Your hourly rate expectation

4. Confirmation you can work 14:30–20:30 UK time