Patient Care Coordinator

7 months ago

Widnes, United Kingdom Deacon Dental Ltd Full time

**Patient Care Coordinator**

The overall aim of the PCC role is to enhance sales and aid retention of the patient base in line with the business objectives and philosophy including;
- Converting leads from marketing platforms to booked patients
- Explaining non-clinical aspects of treatment plans, finance, home care advice, associated skincare products /oral health products
- Elegant and consultative selling to existing patients
- Generating recommendations and reviews from existing patients
- Accountable for the Google review targets and responses
- Increasing sales in line with practice targets
- Implementing the patient retention policy
- Creating and nurturing relationships with referring dentists for the specialist clinics
- Embracing new offerings and services such as facial aesthetics to grow the business
- Being Brand champion for the front of house team

This is delivered by making full use of robust marketing plans and systems, customer relationship management and follow up, and 5 Star Customer Service.

**Accountable to: Practice Manager**

**Liaising with: Marketing Assistant, FOH team, Clinicians**

**Patient Care Coordinator**

The PCC will take patients from our marketing channels through the Patient journey, providing 5 star customer service and enhancing their dental experience, which will eventually lead them to have treatments carried out by our dentists and therapists.

The patient journey continues after treatment by
- collecting testimonials from patients
- asking for recommendations
- recruiting patients to our membership scheme.

This role will involve implementing a robust enquiry management system including
- Ensuring all social media contacts are answered promptly via human contact or automated support systems
- Taking all new patient phone calls where appropriate
- Using the enquiry management system effectively
- Liaising with existing patients who are interested in extra services or larger treatment plans
- Arranging free consultations including virtual consultations where appropriate for patients in line with standard operating procedures
- Arranging paid consultations for patients with dentists
- Explaining different treatments to patients using appropriate aids
- Keeping an up-to-date inventory of our previous work to help patients understand treatments

Digital photography for capturing images required for dentists’ consultations

The PCC role is an extensive one and one that we hold in high regard.

If performed correctly, this role will have an enormous positive effect on our business and markedly improve sales as well as the image of our practice.

To be successful in this role you must:

- **Be exceptionally well organized** - you will be able to manage your time and your own diary, ensuring all tasks are followed up in a prompt manner and that all other team members are aware of your interactions with individual patients.
- **Have outstanding communication skills** - you will have outstanding verbal, non-verbal and written communication skills with the ability to build rapport with patients, to elicit information to aid understanding of their needs, to inform and excite patients about how we can address their requirements, to explain finance and fees accurately and confidently, and to motivate and inspire team members to follow your lead on patient care and information. You will be able to read patients’ character and communication style and act accordingly to gain their trust.
- **Sales skills** - you will understand how to reach targets, implement the plan with appropriate data capture and follow up systems. You will be our new patient ‘Ninja’ who will be able to qualify leads quickly and identify where the patient is in their buying decision. You will capable of utilizing the sales pipeline and be focused on diary production without compromising customer care and the brand. You demonstrate a sense of urgency when it comes to leads and love to rise to a challenge.
- **Be knowledgeable** - you will ideally have a comprehensive knowledge of dental treatment options. If in a non-dental role currently, you will be a quick learner, willing to put in time to understand the treatment options provided at the practice. You will have an interest in dental and oral health and aesthetics and the importance of this for our patients.
- **Be creative** - you will be able to see the opportunities in each patient’s care, allowing you to find the inspiring story to share with consent on social media
- **Be resourceful **- you will be able to get best use out of the financial, physical and human resources that are available to you and to work around problems quickly where necessary.
- **Have a sparkling and warm personality **- You will be able to engage easily with patients and make them feel welcome, cared for and valued. Patients will be happy to buy from you as they trust you and feel you understand and care for them.
- **Be flexible** - Dentistry is a dynamic industry t

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