Job Description

Virtual Treatment Coordinator

• Position Title: Virtual Treatment Coordinator – Pillar 2
• Reports To: General Manager Operations
• Location: Remote / Virtual
• Employment Type: Full-Time
• Primary KPI: Ensure successful patient fund transfers and progression from consultation to Pillar 3 (Clinical Coordination)

The Virtual Treatment Coordinator is responsible for managing the patient follow-up journey to ensure patients progress from approved funding to treatment commencement. This role is critical for maintaining patient engagement, timely fund transfers, and alignment between internal teams and external funding providers.

The employee acknowledges that the primary KPI for this role is achieving and maintaining a minimum 50% patient conversion rate from consultation to treatment commencement.

This role requires the employee to live and breathe our company core values:

• Do what’s right always
• Own it
• Protect and uplift the tribe
• Believe in new beginnings

Key Responsibilities – Pillar 2: Follow-Up Process

• Manage all patients in the follow-up pipeline, ensuring consistent and timely contact until resolution.
• Execute structured follow-up sequences via calls, SMS, voicemails, and emails to progress patients toward treatment acceptance.
• Monitor patient funding applications (e.g., Supercare, Humm, third-party finance) and track progress through portals and patient ledgers.
• Attend and facilitate regular meetings with funding partners to address updates, challenges, and application bottlenecks.
• Participate in Treatment Coordinator team meetings to ensure alignment, clear communication, and shared understanding of patient progress.
• Apply urgency and scarcity messaging to encourage patient commitment and minimise drop-offs.
• Maintain empathetic, clear, and professional communication with patients throughout the follow-up process.
• Ensure accurate and timely updates of all patient interactions, statuses, and documentation in Nova OS and related systems.

General Responsibilities

• Maintain real-time, accurate updates in Nova OS at all times.
• Ensure compliance with all Nova SOPs, policies, and procedures.
• Deliver a premium, empathetic, and professional patient experience across all touchpoints.
• Work collaboratively with Dentists, Nurses, Patient Consultants, Patient Experience Managers, Accounts, and Funding Providers.

• Achieve and maintain the minimum KPI of 50% patient conversion rate.
• Demonstrate and embody the company core values in all interactions and decision-making.

• Performance & KPI Requirements

• Primary KPI: Achieve and maintain a minimum 50% patient conversion rate from consultation to treatment commencement.

Supporting KPIs:

• Ensure patients successfully transfer approved funds, enabling Pillar 3 to commence.
• 100% compliance with Nova SOPs for follow-up processes.
• Timely and accurate documentation of patient interactions in Nova OS.
• Proactive and professional communication with patients, funding providers, and internal teams.
• Participation in team meetings and alignment discussions.
• Performance Monitoring: Monthly review by the General Manager using Nova OS reporting and dashboards.