Quality Control & Patient Retention Coordinator

About the Role

We are seeking a highly detail-oriented Quality Control & Patient Retention Coordinator to ensure every patient appointment, charge, and follow-up in our Australian telehealth clinic is handled accurately and consistently.

This is a process-critical role. You will review work, contact staff to correct errors, close gaps, and proactively contact patients who have stalled in care or not repurchased recommended products.

Key Responsibilities

Review every patient appointment daily for accuracy
Confirm correct charging, paperwork, and CRM pipeline movement
Ensure future appointments and follow-ups are booked correctly
Track and record practitioner-set success metrics and outcomes
Identify patients who have not progressed or repurchased and follow up by phone
Flag errors, omissions, or process issues and escalate early
Ensure staff and systems are being used correctly and consistently

You Are

Extremely detail-focused and process-driven
An exceptional English communicator (spoken and written)
Confident and professional on the phone, including money conversations
Calm, firm, and consistent — not reactive or pushy
Comfortable enforcing process, following things through and closing loops

Experience Required

5+ years in QC, healthcare admin, retention, or customer success
Strong CRM experience
Experience in appointment-based or healthcare environments preferred
This role focuses on accuracy, follow-through, and supporting patients to continue their care.

How to apply:
Please send a short introductory video
Your CV
A short cover letter outlining your experience with Australian companies / USA companies
Your expected monthly salary in USD
Your work from home set up
Internet speed test