Patient Growth Coordinator

The People Advisory; Otley; On-site; GBP 26,000 - 34,000; Full time

Job summary

The People Advisory, partnering with Target Dental Group, is seeking a confident Patient Growth Coordinator in Otley to convert new patient enquiries into booked appointments across 9 practices. You will be part of the central Patient Growth team, driving an exceptional first impression and a seamless patient journey.

Day-to-day you’ll handle enquiries via phone, email and digital channels, guide patients to the right clinic and clinician, and work towards team targets while maintaining

Responsibilities

• Responding to new patient enquiries quickly, professionally and confidently
• Speaking to patients over the phone to understand their needs and recommend the right next step
• Converting enquiries into booked appointments
• Managing inbound and outbound patient communication
• Proactively following up patients who have enquired but haven’t yet booked
• Helping maximise clinician diary utilisation across all 9 practices
• Identifying available appointments and helping reduce white space in diaries
• Working towards individual and team booking, conversion and activity targets
• Using systems including Boxly and cloud-based telephone systems to manage enquiries and patient communication
• Keeping accurate records of conversations, follow-ups and outcomes
• Delivering an exceptional patient experience at every stage
• Handling patient concerns professionally and escalating complaints where appropriate
• Working closely with the wider team and individual practices to ensure patients receive a seamless journey

Job description

Patient Growth Coordinator

Location: Otley HQ, West Yorkshire

Hours: 41.5 hours per week across 4.5 days, with a half day off midweek on a chosen day

Type: Full-time, Permanent

The Opportunity

The People Advisory is proud to be working alongside Target Dental Group as they continue to grow their central patient team.

We’re looking for a confident, commercially minded Patient Growth Coordinator who will play a key role in turning new patient enquiries into booked appointments across Target Dental Group’s 9 practices.

This is more than a traditional customer service role. You’ll be responsible for creating an exceptional first impression, understanding what each patient needs and confidently guiding them towards the right practice, clinician and appointment.

Patient first, commercially focused and results driven.

The Role

Working as part of the central Patient Growth team and reporting into the Growth Lead, you’ll manage new patient enquiries across telephone, email and digital channels.

You’ll be responsible for:

• Responding to new patient enquiries quickly, professionally and confidently
• Speaking to patients over the phone to understand their needs and recommend the right next step
• Converting enquiries into booked appointments
• Managing inbound and outbound patient communication
• Proactively following up patients who have enquired but haven’t yet booked
• Helping maximise clinician diary utilisation across all 9 practices
• Identifying available appointments and helping reduce white space in diaries
• Working towards individual and team booking, conversion and activity targets
• Using systems including Boxly and cloud-based telephone systems to manage enquiries and patient communication
• Keeping accurate records of conversations, follow-ups and outcomes
• Delivering an exceptional patient experience at every stage
• Handling patient concerns professionally and escalating complaints where appropriate
• Working closely with the wider team and individual practices to ensure patients receive a seamless journey

Who We’re Looking For

You don’t necessarily need previous dental experience.

We’re interested in people who have worked within sales, customer service, contact centres, hospitality, healthcare or other fast-paced customer-facing environments where delivering results and looking after customers are equally important.

You’ll be:

• Confident and engaging on the phone
• Naturally customer and patient focused
• Commercially minded and motivated by results
• Comfortable working towards KPIs and targets
• Organised and confident managing multiple enquiries and follow-ups
• Comfortable using CRM, booking and cloud-based communication systems
• Proactive rather than waiting for the phone to ring
• A strong communicator with excellent written and verbal skills
• Resilient, positive and comfortable working within a busy environment
• Someone who takes ownership and follows an enquiry through to an outcome

What Success Looks Like

Patients feel looked after from their very first interaction.

Enquiries don’t get lost. Follow-ups happen. Appointments are booked. Diaries are utilised effectively. And patients are matched with the right care across the Target Dental Group.

You’ll be joining an ambitious team where you’ll have clear targets, support and coaching from the Growth Lead, and the opportunity to directly contribute to the continued growth of the business.