Patient Coordinator

**Please fully read the job description to understand this role**
- _**Key Accountabilities**_

**Performance**
- Take ownership of the daily and weekly tasks to be completed by the reception team
- Support the promotion of patient choice through asking patients to complete Smile Checkers and provide information about products, services, promotions, available finance options and oral health products
- Conduct regular system reviews to identify and action issues around debt, open courses, DNAs
- Manage the end to end referral process to ensue quality and consistency and to optimise conversion rates
- Build relationships with referring dental practices and clinicians to promote mydentist services and encourage referrals
- Promote the mydnetist hygiene plans and aftercare oral hygiene products, supporting the team to do the same
- Engage in reviews of the practice preformance and champion mydentist initiatives

**People**
- Build and nurture great working relationships with the Clinical team
- Be actively involved in the smooth running of the practice by working well with your practice team
- Share your knowledge and experience with team members and undertake any suitable training to enhance your job role
- Liaise closely with clinicians to promote available services

**Process**
- Fill the diary and optimise appointment booking by using the principles of colour coded SMART diaries
- Take ownership for all aspects of money management including transmitting electronic claims daily (EDI)
- Comply with the mydentist health and safety policy and all relevant risk assessments including ergonomic
- Always adhere to mydentist policies and procedures
- Discuss finical options with patients including plans and be able to demonstrate treatment plans on relevant software
- Define, agree and implement a consistent patient journey with the team

**Patients**
- Welcome patients whether it be in person or over the phone, establishing the reason for their visit/call and ensure they are treated in a friendly, courteous and professional manner always communicating information about waiting times
- Accurately update and protect patient information including on the patient electronic database
- Book next appointments before the patient leaves and action reminders including courtesy calls
- To provide complimentary assessment to patients to discuss their needs and available treatment options
- Support and educate patients on their individual treatment plans and given diagnosis
- Manage a patient journey end to end
- Ensure marketing materials, campaigns and social media channels are fully utilised
- Capture and utilise excellent patient testimonials
- _**Key Performance Indicators**_

**Performance**
- Achievement of Oral Health Products target
- Smile checker completion
- Debt in line with practice target
- Open courses in line with practice target
- Improve uptake of patient finance options
- Improve the conversion rate of treatment plans
- Improve recruitment to the new and existing mydetist & hygiene plans

**People**
- Excellent Attendance and timekeeping meets required standards
- Engagement with GPTW and Your Voice activities

**Process**
- Maintain SMART diaries
- Adherence to cash management procedures
- Daily EDI and claims management
- Issuing of Patient recalls
- Complacence with payment plan procedure

**Patients**
- Friends and family response rates meet contract requirement
- NPS and friends and family score at Practice level (meets practice targets) - Telephone answering meets practice target
- Daily updating contact information for failed SMS / E-mail patient communications - DNAs in line with practice target
- Telephone answering meets practice targets
- Diary utilisation meets practice targets
- Daily updating contact information for failed SMS/E-mail patients communications

*

**Person Specification**
- Caring and compassionate
- Excellent interpersonal skills including a professional and welcoming telephone manner
- Excellent organisational skills in order to manage multiple tasks and process timelines
- Demonstrates flexibility
- Able to build strong relationships with the Practice team
- Excellent verbal and written communication skills
- Willingness to learn about all products and services offered
- Ability to use IT and operate a computer based systems, experience of using R4 desired
- A self starter who can prioritise their own workload and maximise revenue
- Excellent customer service skills developed in a customer faced organisation
- Demonstrates a passion for delivering excellent commercial skills

**Salary**: £21,840.00 per year

**Benefits**:

- Childcare
- Company pension
- Discounted or free food
- Employee discount
- Gym membership
- Health & wellbeing programme
- On-site parking
- Store discount

Schedule:

- 10 hour shift
- 12 hour shift
- 8 hour shift
- Monday to Friday
- Weekend availability

Work Location: In person