Job Description
Place of Work: Remote (with occasional in‑clinic meetings if possible)
Reports to: Clinic Manager / Operations Lead
Hours: Part‑time or full‑time; flexible;
About the Role
This role is the first touchpoint for families reaching out to Kidswell Health. You will respond to enquiries across all channels, guide parents through service options, perform light triage, and convert enquiries into the right appointments. The tone is supportive, empathetic, and reassuring — never pushy.
Key Responsibilities
Enquiry Handling & Triage
* Respond promptly to enquiries via phone, email, WhatsApp, forms, and social media.
* Provide clear, empathetic guidance about Kidswell Health services.
* Ask gentle triage questions to understand each child’s needs.
* Match families to the correct clinician and appointment type.
Bookings & Conversion
* Convert warm enquiries into appointments through timely follow‑up.
* Explain pricing, availability, and what to expect before the appointment.
* Manage waitlists and proactively offer cancellations or earlier slots.
* Track conversion metrics (enquiries → bookings) and highlight trends.
Administrative Duties
* Accurately enter patient details and triage notes into Semble.
* Ensuring families have made payment prior to the appointment.
* Coordinate paperwork before appointments (consent forms, questionnaires).
* Generate follow‑up tasks for the in‑clinic team for day‑of preparation.
Skills & Experience
Essential
* Strong communication and customer‑care skills
* Comfortable having warm, helpful, semi‑structured triage conversations
* Excellent organisation and follow‑up discipline
* Familiarity with bookings/CRM/clinic software (Semble, Hubspot or similar)
Desirable
* Experience in a healthcare, family‑services, or call‑centre environment
* Understanding of paediatric healthcare
* Ability to work flexible hours