Growth Lead: Patient Journey & Booking Optimization

The People Advisory; Otley; On-site; GBP 42,000 - 64,000; Full time

Job summary

The People Advisory, in partnership with Target Dental Group, is seeking a Growth Lead to head the central Patient Coordination team at Otley HQ. You will convert enquiries to bookings, optimise diary use across nine practices and ensure an outstanding patient experience from first contact.

You’ll lead a high-performing customer-facing team, drive targets and KPIs, and work with senior leadership to align commercial goals with patient care.

Qualifications

• Experience leading and developing a customer-facing team.
• Proven ability to drive targets, KPIs and measurable performance.
• Commercial awareness and the ability to identify opportunities for growth.
• Strong data, reporting and conversion metrics.
• Excellent communication and leadership skills.
• Balance commercial objectives with a patient-first approach.
• Proactive mindset to spot opportunities and act on them.

Responsibilities

• Leading, coaching and developing the Patient Coordination team
• Driving performance against booking, conversion and activity targets
• Ensuring new patient enquiries are followed up quickly and consistently
• Maximising diary utilisation across all 9 Target Dental practices
• Identifying white space within clinician diaries
• Monitoring enquiry-to-booking conversion and opportunities lost
• Using data and reporting to identify trends and growth opportunities
• Creating accountability while maintaining a positive, supportive culture
• Identifying training needs and providing coaching to improve performance
• Ensuring telephone, email and digital enquiries receive exceptional service
• Managing escalated patient concerns professionally
• Working with practice teams and senior leadership to align commercial objectives with the patient journey

Skills

Team leadership

Performance targets

Customer experience

Data reporting

Communication skills

Coaching

Commercial awareness

Patient-first

Proactive mindset

Job description

The People Advisory, in partnership with Target Dental Group, is seeking a Growth Lead to head the central Patient Coordination team at Otley HQ. You will convert enquiries to bookings, optimise diary use across nine practices and ensure an outstanding patient experience from first contact.

You’ll lead a high-performing customer-facing team, drive targets and KPIs, and work with senior leadership to align commercial goals with patient care.