Patient Experience Coordinator

Turn great customer experiences into life-changing smiles.

Don’t have a dental background? No problem.

Great with people? That's what we are looking for! If you’ve worked in retail sales, medical/aesthetic clinics, real estate, automotive sales or consultative sales (or similar) and love building relationships and helping people make confident decisions, this could be the perfect next step in your career.

Based in the Hills District, you’ll help deliver a boutique patient experience throughout each smile journey from first consultation to final smile.

Backed by Smile Partners, a network of over 40 orthodontic practices across Australia and New Zealand, you’ll be supported with the training, systems, and team you need to succeed.

As Patient Experience Coordinator, you’ll be the trusted guide for our patients; building relationships, explaining treatment options, and helping them feel confident in their decision to start their smile journey. A key part of the role in converting interest to commitment in a way that feels natural, supportive, and pressure-free.

This role suits someone who enjoys working towards goals, building trust, and helping customers say “yes” to something that genuinely improves their life.

What your day-to-day will look like

• Guide patients from first contact. Act as a trusted point of contact throughout each patient’s journey, taking medical histories, understanding their smile goals, scanning patients, and managing their photo library.

• Support confident treatment decisions. Help patients understand the value of their treatment, explain payment options clearly, and ensure they feel comfortable moving forward.

• Partner with the Specialist Orthodontist. Work closely with the orthodontist to explain the treatment journey, answer questions, and support patients in accepting recommended treatment.

• Manage enquiries and follow-up. Maintain strong enquiry-to-consultation and treatment acceptance rates through timely follow-up, proactive communication, and a patient-centred approach.

• Create a seamless patient experience. Collaborate with orthodontists and the wider team to ensure every patient feels informed, supported, and cared for at each stage of their journey.

What you’ll bring:

• Previous sales experience desirable

• A passion for people and building genuine relationships

• Strong communication skills with the ability to explain things clearly and confidently

• Experience in customer service, retail, hospitality, or any role where you’ve built relationships and delivered great customer experiences

• Confidence guiding conversations and helping customers make decisions

• High attention to detail and strong organisational skills

• Ability to thrive in a fast-paced, team-oriented environment

What we offer

• No orthodontic experience? No problem. We provide full training and ongoing support from an experienced team

• Competitive salary + performance-based bonus  

• A positive, close-knit team culture where your contribution is valued

• Access to employee benefits, including retail discounts and novated car leasing

• Employee Assistance Program for your wellbeing

Why join us?

You’ll be part of a connected network that values collaboration, growth, and exceptional patient care. We invest in our people, celebrate wins, and create an environment where you can build a meaningful and rewarding career.