Treatment Coordinator

TCO & MARKETING MANAGER

An exciting opportunity has arisen at Chester Cosmetic Dental Centre. There is an opportunity to make this opportunity your own Are you an experienced nurse, registered with the General Dental Council and have a drive for providing excellent customer service? Join our values driven team in Chester, help us to realise our vision to become a world class dental practice

The TCO and Marketing Manager Position will mainly comprise of 2 specific roles;
- Private TCO
- Marketing Manager
The overall aim of the TCO/Marketing Manager role is **_to Attract New Patients, Up-sell to_**

**_Existing Patients, Generate Referrals and Increase Sales. _**This is done by creating Brand

Awareness, a robust marketing system and 5 Star Customer Service. It is imperative that these fundamental aims are not forgotten and all activities must eventually lead to this being achieved.

TCO
The principal job of a TCO is to try and take potential customers from our marketing

channels through the Patient WOW journey, providing 5 star customer service and enhancing their dental experience, which will eventually lead them to have treatments carried out by our dentists. The journey continues during and also after treatment has been completed, by ensuring we collect testimonials from the patients and ask for WOM referrals and sign them on to our Membership scheme.

This role will involve;
- Calling patients who contact us via telephone
- Liaising with internal customers who require TCO
- Arranging FREE consultations for patients as soon as possible
- Taking the patient through the patient WOW journey
- Explaining different treatments to patients using live aids
- Digital photography
- Showing our previous work to help patients understand treatments
- Booking paid consults for patients with dentists
- Working closely with nurses and dentists to allow perfect handover of patients
through all stages
- Going through treatment consent forms
- Arranging finance options for patients
- Acquiring video and written testimonials from patients with consent
- Getting patients to sign up to Practice Plan after treatment
- Organising gifts and thank you cards for patients
- Following up on patients who have not yet signed up for treatment
- Understanding and reporting on the sales pipeline
- Offering a concierge service to all PVT patients by being their number 1 contact
person
- Reporting on the number of TCOs and the conversion rates
- Calling patients for feedback
- Monitoring front of house systems to ensure 5 star service delivered
- Training staff on telephony and customer service
- Using internal web forms to initiate sequences
Marketing Manager

Marketing is activities that we as a business carry out to enhance awareness of our brand and the services we offer. In order to maximise this, we use multiple channels to market our brand and create awareness of our products. Our main sources are; Website, Social Media,

Newsletters, YouTube, CRM software and Word of Mouth. As a marketing manager, it will be your principle objective to ensure that all our marketing channels are constantly updated with relevant and fresh material and that all different sources are adequately tagged so we can effectively monitor which of our channels are the most successful. All of this marketing activity is to improve brand awareness and will allow us to get patients through the door and increase sales.

This role will involve;
- Monitoring and updating website
- Writing blogs and uploading new material onto website
- Providing monthly reports about website activity (SEO, Adwords and rankings)
- Monitoring and updating social media channels (Facebook, Twitter, You Tube and
LinkedIn)
- Posting fresh and relevant material onto these social sites
- Providing monthly reports on social media activity
- Monitoring and updating reception television marketing at all practices
- Providing fresh material to put into monthly newsletters
- Providing monthly reports about CRM activity
- Gathering video and patient testimonials and uploading them on all above
mentioned channels
- Gathering patient stories and sharing on above mentioned channels
- Gathering Facebook and Google reviews and adding them to our website
- Liaising with all marketing teams to ensure we are receiving maximum bang for buck
- Promoting the business to other businesses and also patients (BNI, Wedding Fairs,
Local business)
- Arranging practice open days to promote certain treatments
- Working through MAP on a monthly basis
- Going to all UMA meetings to enhance knowledge of job role
- Working through Lifecycle marketing workflow
- Reporting on where our patients come from
- Reporting on monthly sales through marketing activities
- Running quarterly offers across all 3 sites
- Training staff about customer service, new offers and all marketing activity
As you can see from the above, the role for TCO and Marketing Manager is an extensive one

and one that we hold in high regard. We feel t