Job Description

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