Hybrid Treatment Co-ordinator (Private Dental Group) bei Zental
Zental · Cricklewood, Vereinigtes Königreich · Hybrid
- Junior
- Optionales Büro in Cricklewood
Join Our Exclusive Team at Zental
Location: Cricklewood | Full-time
Role Overview
The Treatment Co-ordinator (TCO) plays a pivotal role in delivering an exceptional patient experience by guiding individuals through their treatment journey with empathy, clarity, and professionalism. This role requires a deep understanding of clinical offerings, strong interpersonal skills, and the ability to manage both administrative and patient-facing responsibilities efficiently.
Key Responsibilities
Patient Engagement & Communication
- Serve as the first point of contact for all new patient enquiries across all treatment types.
- Provide comprehensive support and guidance throughout the patient journey, ensuring a seamless and reassuring experience.
- Clearly explain treatment options, procedures, and financial plans, addressing any questions or concerns with empathy and accuracy.
- Tailor communication styles to suit individual patient needs and psychological profiles, demonstrating high emotional intelligence.
- Accurately document all patient interactions and updates in the CRM and clinical notes.
Treatment Coordination
- Liaise with clinicians to obtain and communicate treatment plans to patients within 24 hours of consultation.
- Follow up with patients at appropriate intervals to monitor progress and encourage treatment uptake.
- Manage objections and concerns, working to convert enquiries into confirmed treatment
- Coordinate imaging appointments and referrals as required, ensuring timely and accurate scheduling.
Administrative & Operational Support
- Process finance applications and direct debit forms, ensuring compliance and accuracy.
- Maintain and update internal trackers for CBCT scans, finance applications, referrals, and other key metrics.
- Support front-of-house and reception duties as needed, including diary management and appointment scheduling.
- Facilitate smooth handovers between clinicians for multi-disciplinary treatments.
Customer Service & Quality Assurance
- Assist the Practice Manager in resolving patient complaints promptly and professionally.
- Monitor and uphold high standards of communication across all patient touchpoints.
- Collect and review patient feedback to identify areas for improvement.
Data & Financial Management
- Maintain accurate records on the CRM platform, including treatment progress and financial arrangements.
- Monitor and report on direct debit pipelines and dental finance applications.
- Generate and analyse monthly conversion reports for key treatment areas (e.g., implants, orthodontics, TIAD).
Business Development & Strategy
- Analyse practice performance data to identify trends, anomalies, and opportunities for growth.
- Contribute ideas for improving operational efficiency and patient experience.
- Support the management team in achieving revenue targets and strategic goals.
Team Collaboration & Change Management
- Ensure team members are informed and trained on new systems, procedures, and changes.
- Identify and recommend improvements to workflows, supported by data and rationale.
Professional Development
- Take ownership of personal development goals, particularly in leadership, management, and financial literacy.
- Attend relevant CPD courses and training sessions to enhance skills and knowledge.
Qualifications & Skills
- Strong premium sales background or equivalent
- Previous experience in a dental or healthcare setting highly desirable.
- Strong understanding of dental treatments and patient care pathways.
- Excellent verbal and written communication skills.
- High level of emotional intelligence and patient empathy.
- Proficiency in CRM systems and Microsoft Office Suite.
- Ability to work independently and collaboratively in a fast-paced environment.
Key Performance Indicators (KPIs) may include:
- Patient conversion rates
- Timeliness of treatment plan delivery
- Patient satisfaction and feedback scores
- Accuracy of CRM and financial records
- Practice revenue targets
What We Offer:
- Excellent team support working with numerous specialists and a highly skilled team
- In-house/training support and opportunities for future growth
- Where applicable, Professional Indemnity and DBS costs covered by Zental
- All Core/essential CPD paid for
- Excellent training opportunities for extended nurse training with full training costs covered by Zental
- Excellent career opportunities to move into other roles or other parts of our rapidly growing organisation
- Employee Referral Scheme - earn up to £2950 per referral
- Access to Zental Tailored Benefits*
How to Apply:
If you’re ready to elevate your sales career and be part of a company that redefines premium dental care, we’d love to hear from you!
Salary: Competitive and dependent on experience, with performance-based incentives
