Contact Centre Representative

We're building something exciting, and we want you to be part of it.

Lumino is launching an internal call centre to provide centralised patient support across our New Zealand dental practice network. This is a brand-new team, and you have the chance to help shape it from the ground up. As a Call Centre Consultant, you'll be the first point of contact for patients across our network, helping them with bookings, treatment queries, recalls, and more. You'll bring your dental expertise to a new environment, making a real difference to patient experience at scale.

Inbound & Outbound Patient Calls

• Answer high-volume inbound calls and manage appointment bookings, changes, and cancellations using Exact PMS.
• Triage urgent or complex clinical queries to the right practice team with care and efficiency.
• Conduct outbound calls for recalls, reactivations, missed appointments, and treatment follow-ups.
• Support targeted campaigns to help fill clinician books and reactivate lapsed patients.

Patient Experience

• Deliver empathetic, solution-focused service on every call- making patients feel heard and cared for.
• Use your dental knowledge to provide clear, accurate treatment and availability information.
• Always uphold patient privacy and compliance with NZ health regulations.

Systems & Administration

• Maintain accurate patient records and notes in Exact PMS.
• Follow established workflows and quality assurance standards.
• Collaborate closely with Practice Managers and clinical teams for seamless patient handover.

• 2+ years of dental experience, with solid knowledge of common treatments (exams, hygiene, fillings, crowns, root canals, orthodontics).
• Experience with Exact Practice Management System or a comparable dental PMS.
• A demonstrated track record in patient-facing roles, with excellent communication skills.
• Ability to manage high call volumes with accuracy, empathy, and a calm head.
• Available to work full-time onsite (5 days a week) at the Auckland Support Office.

Joining our Auckland Support Office means being part of a supportive, people‑focused team with access to meaningful benefits that enhance your wellbeing and career growth. Team members enjoy:

• Central Auckland CBD location with a modern, collaborative office environment.
• Supportive team culture with leaders who value development, wellbeing, and work satisfaction.
• Career growth opportunities across a large trans‑Tasman healthcare organisation.
• Employee dental discounts across the Lumino network.
• Southern Cross health insurance subsidy, supporting your health and wellbeing.
• Boost employee benefits platform, offering discounts and perks across retail, lifestyle, and wellbeing brands.
• Stable, full‑time roles with part‑time flexibility available for the right candidate.
• The chance to make a real impact on patient experience across New Zealand.