Self Pay Lead

2 weeks ago

London, United Kingdom Cadogan Clinic Full time

**Job description**

We're looking for a Self Pay / Surgical Clinic Lead who is ambitious, driven, and ready to shape a new role and team at the Clinic.

As the first member of this new team, you'll be responsible for driving the conversion rate of high value surgical patients, and enhancing overall patient and consultant experience during visits to our clinic.

We see ourselves as the premium destination for cosmetic surgery in the UK, and we're looking for a brand ambassador we can trust to ensure this is felt by every one of our patients and partners during their visits to the Clinic.

**Job overview**

There are three main responsibilities:

- Your main responsibility will be to drive an improved conversion rate of high-value surgical patients from initial consultation through to surgery.
- Currently we convert 1 in 2 patients at this stage in the sales funnel, and we need to bring this in line with industry average of 2 in 3.
- We expect to achieve this by attempting to immediately close each and every patient in Clinic following consultation
- Your second major responsibility will be to provide a more personalized premium patient experience during patient visits to the clinic for consultation and surgery.
- This will involve structured pre and post consultation interactions to put patients at ease and build rapport
- And improving the data and insight capture and transfer between our team and consultants
- Finally, we are looking for a brand ambassador who can represent our premium brand in person to our consultant base, and help build up and maintain strong commercial relationships with these key stakeholders
- This will be achieved by representing the values of our ethical, highly professional and premium healthcare service on a day to day basis in your communications and conduct, and you will have been chosen for our conviction in your ability to do so

**Reporting & KPIs**

Your KPIs will be a mixture of performance (improved CR%) and reported patient experience metrics, and the basis of your bonus remuneration

As we continue to on our growth journey, you'll have the opportunity to take on more managerial responsibilities, further develop your skills, and advance your career within our organization. So, if you're a self-starter, a problem-solver, and someone who is excited about making a difference in the healthcare industry, then we want to hear from you.

The Surgical Clinic Coordinator will report to the Sales Team Manager and work closely with the existing surgical team.

**Core Responsibilities**:

- Warmly greeting all patients at the clinic ahead of their consultation, performing short structured ‘pre-consultation’ to assess motivations / potential objections, and answering any preliminary questions
- Capturing key data from the consultant and patient following their consultation, including RAG status for surgery, any obstacles to surgery, anecdotal qualitative assessment, and understanding of patient motivations for surgery
- Armed with this information, closing suitable patients immediately after their surgery consultations via payment in full or deposit
- If unsuccessful with the close, sharing detailed consultant and patient insight to share with remote SPA team
- Acting as brand ambassador with consultant base, and key liaison point between Consultant and remote SPA team

**Other responsibilities**
- Ensuring all templates are completed in real-time and added data to Pabau "appointment notes" immediately following consultations
- Uploading any relevant patient notes onto the system and sharing with the team
- Proactively building strong empathetic rapport with patients during their visit
- Acting as chaperone during consultations where time allows / necessary
- Acting as on-site sales-oriented administrative support for SPA team at 120 Sloane Street, capturing ad hoc surgery dates, notes, answers to questions, etc.
- Representing Cadogan on the day of surgery alongside nursing team, ensuring a smooth procedure journey and VIP treatment for high-value patients

**Essential Skills**:

- 5-star professional standards
- Excellent sales skills
- Excellent communication skills
- Proactive diary management
- Knowledgeable about surgical procedures and the surgical process
- Empathetic towards patients' needs and concerns

**Place of Work**: 120 Sloane Street, SW1X 9BW

**Salary**: Competitive, plus performance bonus

**Qualifications**:

- 3 years experience minimum

**Job Type**: Permanent

**Salary**: Up to £55,000.00 per year

**Benefits**:

- Company events
- Company pension
- Cycle to work scheme
- Discounted or free food
- Employee discount
- Flexitime
- Free flu jabs
- Health & wellbeing programme
- Referral programme
- Sick pay

Schedule:

- Flexitime

Ability to commute/relocate:

- London: reliably commute or plan to relocate before starting work (required)

**Experience**:

- customer service: 1 year (preferred)

Licence/Certification:

- Driving Licence (preferred)

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