Appointment Setter – Reception & Booking Coordinator

Role Overview

• Make inbound/outbound calls and SMS to book in-home appointments with patients.
• Plan appointments by location, using Google Maps to minimise travel time between visits.
• Manage reschedules, cancellations, and no shows promptly and professionally.
• Keep patient and appointment records accurate and up to date, documenting all actions clearly.
• Coordinate with the internal team to ensure pharmacists’ daily schedules run smoothly.
• Support the team by covering shifts or duties during absences.
• Attend regular meetings with the team and the Reception Manager.
• Collaborate with Pharmacist, Data Entry and Sales Team when necessary.

KPI: (formula-based)

• Number of Inbound Calls
• Number of Outbound Calls
• Number of Booked Appointments
• Number of Cancelled Appointments

Requirements

• More than 2 years of experience in appointment setting.
• Experience in high-volume scheduling/booking (healthcare reception, allied health, call centre, logistics scheduling, etc.).
• Strong attention to detail and ability to follow processes consistently.
• Confident, warm phone manner and clear written communication.
• Comfortable working remotely, managing multiple tasks, and meeting performance targets.

Performance Expectations

• KPI/targets-based role (volume + accuracy).
• High responsiveness during shift and strong documentation standards.

Advantageous but not required:

• Experience in working with an AU, US, or US company