Dental Treatment Co-ordinator

1 week ago

London, Greater London, United Kingdom Zental Full time £40,000 - £70,000 per year
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

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