Treatment Coordinator

JOB PURPOSE

The primary role of a Treatment Coordinator (TCO) is to deliver a five-star service to existing and prospective private patients, both in person and virtually, ensuring a positive, professional and seamless patient experience throughout their journey with NEO Orthodontics.

The role involves coordinating patient consultations, explaining orthodontic treatment options, supporting patients in making informed decisions, discussing finance options and contributing to the growth and development of the practice. The Treatment Coordinator will also support patient engagement, treatment progression and retention through effective communication, administration and the use of digital platforms, including Dental Monitoring.

PRINCIPAL ACCOUNTABILITIES AND ACTIVITIES

• Patient Experience and Communication
• Establish and maintain effective working relationships with colleagues, managers, clinicians, external suppliers and members of the public.
• Conduct in-person and virtual consultations with prospective patients, providing a welcoming, informative and professional experience.
• Explain and demonstrate the different orthodontic treatment options available, including fixed braces and clear aligner systems such as Invisalign and Angel Aligners.
• Explain treatment plans, expected treatment pathways, costs and next steps in a clear and accessible manner, referring clinical questions to the treating clinician where appropriate.
• Liaise with patients throughout their entire journey, from initial enquiry and consultation through to treatment commencement, progress reviews and completion.
• Follow up with prospective patients following consultations, answer non-clinical queries and support patients in progressing towards treatment.
• Discuss available finance options and payment plans to help patients understand the financial arrangements for their treatment.
• Support patient engagement and compliance by communicating appointment requirements, treatment instructions and relevant follow-up information.
• Assist in generating new patient enquiries and referrals through social media, online advertising, patient recommendations and other marketing initiatives.
• Encourage and obtain patient testimonials, feedback and online reviews in accordance with practice policies and patient consent requirements.
• Handle patient enquiries and concerns professionally, escalating complaints or clinical matters to the appropriate manager or clinician.

Coordination and Administration

• Greet patients on arrival and ensure they receive a courteous, friendly and professional welcome.
• Schedule and coordinate consultations, treatment appointments and review appointments in line with clinician availability, clinical requirements and practice procedures.
• Manage incoming telephone calls, emails, online enquiries and virtual consultation requests, ensuring timely and professional responses.
• Maintain accurate, detailed and up-to-date electronic patient records and ensure all relevant communications and follow-ups are documented.
• Coordinate the patient journey between reception, clinicians, nursing staff and other team members to support an efficient patient experience.
• Assist with the preparation and organisation of consultation information, treatment plans, quotations and relevant patient documentation.
• Manage and update relevant practice social media accounts, helping to promote services, treatment options, patient education and practice initiatives.
• Support practice marketing campaigns, promotional events, open days and other activities designed to increase awareness and attract new patients.
• Operate computer systems, telephone systems and standard office equipment as required.
• Maintain patient confidentiality and comply with GDPR, information governance requirements, health and safety procedures and practice policies.

DIGITAL PATIENT CARE

• Support the implementation and ongoing management of Dental Monitoring for patients enrolled in the service.
• Assist patients with setting up and using the Dental Monitoring application, including providing guidance on scan submissions and troubleshooting basic technical issues.
• Monitor scan submission activity and identify patients who have missed scans or require follow-up in accordance with practice protocols.
• Contact patients regarding outstanding scans, reminders and engagement with their digital monitoring pathway.
• Review monitoring dashboards for administrative follow-up requirements and ensure relevant information is directed to the treating clinician.
• Assist with pausing, resuming and coordinating Dental Monitoring arrangements in line with clinician instructions and practice procedures.
• Maintain accurate records of patient communications and monitoring-related activity.
• Escalate clinical concerns, tracking issues or alerts to the appropriate clinician and ensure clinical decisions remain the responsibility of the treating clinician.

Financial and Business Development

• Follow payment procedures in accordance with company policies and practice guidelines.
• Set up, record and monitor patient payment plans, ensuring information is accurate and payments are tracked appropriately.
• Process and monitor retail sales in accordance with company procedures.
• Prepare and explain treatment quotations and available payment options to prospective patients.
• Support conversion of suitable enquiries and consultations into treatment starts through timely follow-up and excellent patient communication.
• Maintain accurate records of enquiries, consultations, treatment acceptance, follow-up activity and patient outcomes as required.
• Contribute towards practice performance targets, private patient growth and the achievement of agreed business objectives.
• Identify opportunities to improve patient engagement, reduce missed appointments and support the efficient use of clinical diary capacity.
• Assist with the promotion and coordination of treatment offers, referral initiatives and practice events.

PREFERRED EXPERIENCE AND SKILLS

• Previous experience in a Treatment Coordinator, dental nursing, dental reception, customer service or sales-related role is desirable.
• GDC registration is preferred.
• Experience within orthodontics or private dentistry would be advantageous.
• Excellent communication, interpersonal and organisational skills.
• Confidence communicating with patients in person, over the telephone and through virtual platforms.
• A professional, approachable and patient-focused manner.
• Strong IT skills and confidence using electronic patient management systems and digital platforms.
• The ability to manage multiple responsibilities, prioritise workloads and work effectively within a team.
• Commercial awareness and the ability to contribute positively to patient conversion and practice growth.
• A proactive approach to patient follow-up, problem-solving and continuous improvement.
• A commitment to maintaining patient confidentiality and delivering consistently high standards of service.

Job Types: Full-time, Permanent

Job Types: Full-time, Permanent

Pay: From £14.85 per hour

Experience:

• Dental assisting: 1 year (preferred)

Work Location: In person