Receptionist /Patient Coordinator

• Manage all enquiries from potential new patients, providing information on the services offered by the practice, according to practice brand standards. Ensure fast follow-up to all enquiries, with the aim of booking an appointment and achieving new patients for the practice. Send out Welcome Packs and other relevant information where required
• Effectively manage the appointment book for all professionals (doctor and therapists), ensuring that the daily production targets can be met, and the booking system is followed.
• Manage the holiday/days worked and rescheduling systems for all clinicians

• Manage the systems for follow-up contacts and recall contacts
• Manage the systems for treatment plan reactivation
• Manage the systems for referral and testimonials
• Oversee general mailings, proactively manage all follow-up and monitor the responses

• Meeting and greeting all patients, providing a customer-focused and seamless patient journey according to the practice’s brand standards
• Welcoming new patients to the practice and introducing them to the practice philosophy
• Answer all phone enquiries according to the practice’s brand standards
• Managing the patient journey post-treatment in order to build long-term relationships with patients. Provide and explain payment options where appropriate, take payment and book the next meeting. Manage the referral and testimonial systems
• Ensure the “front of house” is maintained to a high standard and complete daily housekeeping tasks, according to the practice’s brand standards

• Appointment book capacity
• Daily production
• New patient numbers and referral sources
• Treatment plan take-up and follow-up contact
• Patient recall response/other marketing events response
• The systems for the appointment book, and planning for all patients after their appointment with the clinicians
• Discuss any issues and book the appropriate appointments, discuss payment options and take payment as necessary
• Ensure that all the relevant paperwork is completed promptly and accurately and that all patient records are updated and maintained, according to practice procedures
• Rebook patients for subsequent appointments
• Proactively contribute to regular practice meetings

• Excellent communication skills, both verbal (including a positive and friendly phone manner) and written
• Excellent listening skills and an empathetic approach to patients
• Dedicated to providing a first-class customer service experience
• Proven sales ability: can spot opportunities, understand and communicate the benefits to the patient, handle objections and close business
• Builds trust and rapport with a wide range of people
• Good organisational skills
• Excellent follow-up ability on all tasks
• Ability to work as part of a team, and alone when required
• Good IT skills
• An ability to bring energy and enthusiasm to any situation and always act with honesty and integrity
• A “can-do” attitude, with the desire to learn new skills and take on new challenges, shows initiative
• Prepared to work according to the practice systems and brand standards
• A professional appearance

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