Virtual New Patient Coordinator (Morning Shift – UK Dental Practice)

Location: Remote (South Africa only)
Contract Type: Part‑time, Long‑term
Working Days: Monday to Friday
Working Hours: 08:30 – 14:30 (UK time)
Weekly Hours: 30
Pay: Hourly (weekday) + weekend per‑lead & booking bonuses

About the Role

We are a UK dental practice looking for a Virtual New Patient Coordinator to manage inbound enquiries and convert interested patients into booked appointments.

🚫 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 role is to respond quickly, qualify properly, follow up consistently, and book confidently.

Working Hours (UK Time)

• Monday–Friday: 08:30 – 14:30

• This role forms part of a split‑shift model providing extended daily coverage for UK patients

Core Responsibilities

1. Lead Response & Speed (Critical)

• Call new leads within 5 minutes of them being logged

• Answer inbound calls professionally and confidently

• Make outbound follow‑up calls to warm leads only

• Persist with follow‑up until the lead is:

  • Booked, or

  • Clearly marked as declined / not proceeding

No lead should ever be ignored, delayed, or left unowned.

2. Qualification & Triage

• Use structured triage questions and scripts

• Understand patient needs, urgency, and intent

• Ensure only appropriate, qualified patients are booked

• Protect diary quality at all times (no low‑intent bookings)

3. Booking & Conversion

• Book qualified patients directly into the diary

• Match the correct appointment type to their needs

• Clearly explain next steps and what to expect

• Conversion quality matters more than volume

4. CRM & Data Accuracy

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

• Maintain accurate lead statuses and follow‑up tasks

• Use systems exactly as trained

Weekend On‑Call Cover (Different Pay Structure)

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

• On‑call only — no fixed hours

• You respond only when:

  • A new inbound digital lead is received, or

  • An incoming call is made to the practice

• Call new leads within 5 minutes

• Attempt contact up to 3 times the same day

Weekend Pay Model:

• Paid per lead successfully contacted

• Additional bonus per lead booked

• (No cold outreach, no admin work — lead conversion only)

Pay Overview

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

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

• Strong, consistent performers can earn above‑market rates over time

What We’re Looking For

• Excellent spoken and written English

• Confident handling warm / inbound leads by phone

• Comfortable making outbound follow‑up calls

• Sales‑minded but professional and ethical

• CRM experience preferred

• Reliable fibre/LTE internet and a quiet home workspace

This Role Is NOT For You If

• You are looking for cold calling

• You avoid outbound calls or follow‑up

• You prefer passive or admin‑only work

• You struggle with ownership or accountability

Application Instructions (Important)

To be considered, please include:

1. Your experience with inbound or warm lead phone work

2. Any CRM systems you have used

3. Your hourly rate expectation

4. Confirmation you can work 08:30–14:30 UK time