Mission Statement

To proactively engage DentiCare Responsible Party’s in managing their financial obligations, expertly resolving complex payment-related issues, and ensuring maximum recovery through dedicated outbound advocacy and clear communication, while maintaining empathy and compliance.

Role Overview

As a Collections Specialist, you’re a trusted and highly effective partner for DentiCare in financial recovery, empowering Responsible Party’s through proactive outreach and clear solutions, and consistently maximising positive financial outcomes.

Core Responsibilities

Proactive Arrears Management & Outbound Collections: Manage and initiate outbound contact for all overdue accounts (0-59 Days and 60+ Days), including consistent follow-up on Promise-to-Pay (PTP) tracking and enforcement. This involves high-volume outbound calling, targeted emails, and strategic communication using Prompt-Pay Link’s to secure payments.

Third-Party Debt Collection Escalation: Manage the workflow and escalation process for accounts transferred to external third-party debt collection agencies, ensuring proper documentation, communication, and adherence to handover protocols.

Hardship & Bad Debt Review: Comprehensive support for Responsible Party’s experiencing financial hardship, including assessment, negotiation, and administration of Part IX, bankruptcy, and deceased estate cases.

Record Engagement: Accurately document all Responsible Party’s interactions, inquiries, and resolutions in NetSuite system.

Knowledge Base Utilisation: Effectively use the internal knowledge base to find answers to customer questions and provide consistent information.

Customer Advocacy: Act as a front-line advocate for Responsible Party’s, ensuring their concerns are heard and addressed, or escalated appropriately.

Required Skills & Qualifications

Proven experience in a collections specialist role and call centre environment.

Excellent verbal and written communication skills.

Strong active listening and problem-solving abilities.

Ability to empathise with customers and maintain a professional demeanour under pressure.

Proficiency in using NetSuite or similar software along with other call centre technologies.

Basic understanding of financial services or payment plans is an advantage.

Ability to work effectively in a team environment.

High attention to detail and accuracy in data entry.

Key Performance Indicators (KPIs)

Monthly collections target

Promise-to-pay follow ups

Accuracy of documentation

Call quality scores

About DentiCare

DentiCare is an Australian company providing interest-free dental and orthodontic payment plans, making essential dental and orthodontic care affordable by allowing patients to spread treatment costs. If you are ready to contribute to a mission that genuinely transforms lives, optimising financial outcomes while delivering empathetic and impactful service, DentiCare offers an environment where your talent will thrive and make a significant difference.