We are excited to announce a fantastic opportunity has arisen to join our friendly and hardworking team as our new treatment coordinator.
About us:
We are a reputable fully private dental practice, located in the heart of Southampton City Centre. We provide all aspects of routine dentistry as well as advanced care including specialist orthodontics, complex smile restorations and dental implant treatment. Utilising our skills and passion, we strive to deliver excellent patient care at every step.
The ideal candidate:
The ideal candidate is dynamic, driven and patient focused and has the confidence to approach new and existing patients to drive our business forward. The most important attributes we are looking for are great people skills, eagerness to learn new skills, excellent administration, telephone and communication skills. You must be proactive, organised and be a very caring person to help support our patients through their patient journey.
As a treatment coordinator you will work alongside our reception team while liaising with our clinicians to provide patients with a deeper understanding of their options, help formulate appropriate treatment plans and ensure that all patients enjoy a smooth journey from their initial enquiry to aftercare and long-term maintenance.
Roles and responsibilities:
* Providing detailed initial responses to new patient enquiries via phone and email promptly.
* Offering initial non-clinical complimentary consultations to help patients explore their options.
* Investigating the patient’s goals and major motivating factor for treatment as well as the patient’s budget.
* Listening attentively to patients concerns and desires to help guide them towards sensible solutions and appropriate next steps.
* Establishing a trusting and supportive relationship with new patients and reassuring nervous patients with an approachable, friendly and non-judgemental style.
* Following up with patients from initial enquiry, following initial consultations as well as throughout their treatment journey.
* Ensuring any patient interactions and communications are logged and detailed notes are taken.
* Helping to formulate and communicate complex treatment plans, supporting clinicians to confirm patient understanding and consent.
* Helping patients overcome any financial and emotional concerns about treatment with sensible and helpful solutions.
* Discussing various financial options with patients, setting these up and ensuring deposits and outstanding balances are taken as needed, recorded and banked.
* Scheduling appointments as required for patients whilst monitoring dental diaries to ensure all surgeries are being utilised to the maximum.
* Confidently navigating our dental software to book, cancel, rearrange appointments, take and allocate payments, recording patient notes, charting treatment plans, viewing x-rays and images.
* Learning to understand charting and clinical notes to aid in prequalifying, triaging, treatment planning and providing follow-ups and aftercare information.
* Monitoring and running reports on key performance indicators (KPIs), patient recalls and retention as well as new patient conversions.
* Providing feedback to clinicians to support continuous business growth and development.
* Helping to deal with customer complaints as a first point of contact.
* Encouraging customer feedback and undertaking feedback initiatives.
* Devising and creating ideas and content for social media, website and other effective marketing communications.
* Promoting the business through social networks.
* Promoting, monitoring and providing weekly reports for our practice membership.
* Attend training both on & off site when required.
Qualifications and Skills
Essential
* Outstanding written and verbal communication skills.
* Excellent interpersonal, listening and customer service skills.
* Strong time management and organisation skills.
* A good general understanding of dental processes and procedures.
* Willingness and motivation to enhance knowledge and understanding.
* Customer focused, positive and enthusiastic.
* Ability to remain calm and professional.
* A strong team player with a professional attitude to their work.
* Proven experience in a customer-facing role.
Desired
* GDC registered nurse.
* Photography experience.
* Track record with social media.
* Proven history of business development.
* Familiarity with dental software.
Work Location: In person
Application question(s):
* Briefly can you share any relevant skills or experience that make you the ideal new Treatment Coordinator for us?
* Briefly describe what excellent patient care means to you.
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