Treatment Co-Ordinator

Role Overview The Treatment Co-Ordinator plays a crucial role in delivering a first-class experience by guiding prospective clients through their treatment journey with empathy, clarity, and professionalism. This role demands strong interpersonal skills, a thorough understanding of clinical offerings, and the ability to manage both sales and administrative responsibilities efficiently.
Key Responsibilities Client Engagement & Communication

• Act as the initial point of contact for all new client enquiries across various services.
• Provide thorough support throughout the client journey, ensuring a seamless and positive experience.
• Explain treatment options, procedures, and financial plans clearly, addressing questions and concerns with empathy and precision.
• Tailor communication to suit individual client needs, demonstrating high emotional intelligence.
• Accurately record all client interactions and updates in the CRM system.

Sales & Coordination

• Liaise with clinicians to obtain and communicate treatment plans to clients promptly.
• Follow up with clients to monitor progress, encourage conversions, and manage concerns.
• Convert enquiries into confirmed sales by managing objections and building trust.
• Coordinate appointments and referrals as needed, ensuring timely scheduling.

Administrative Support

• Process finance applications and payment plans with accuracy and compliance.
• Maintain and update internal trackers for appointments, referrals, and financial metrics.
• Support front-of-house and reception functions, including appointment scheduling and diary management.
• Ensure smooth handovers between clinicians for multi-disciplinary cases.

Customer Service & Quality Assurance

• Support the resolution of client complaints with professionalism and urgency.
• Uphold high communication standards across all client touchpoints.
• Gather and review client feedback to identify opportunities for improvement.

Data & Financial Management

• Keep accurate CRM records of treatment progress and financial arrangements.
• Track and report on payment plans and finance applications.
• Prepare and analyse monthly sales conversion reports for key treatment areas.

Business Development & Strategy

• Review performance data to identify growth opportunities and performance trends.
• Offer ideas to improve operational efficiency and enhance the client experience.
• Contribute to the achievement of revenue targets and strategic goals.

Team Collaboration & Change Management

• Ensure team members are updated and trained on new systems and processes.
• Propose workflow improvements backed by data and rationale.

Professional Development

• Own personal development in leadership, sales strategy, and financial understanding.
• Attend relevant CPD and training sessions to strengthen skills and industry knowledge.

Qualifications & Skills

• Strong background in premium or consultative sales
• Experience in a healthcare or dental setting is advantageous
• Solid understanding of clinical or treatment-based services
• Excellent communication and presentation skills
• High emotional intelligence and client empathy
• Proficient in CRM tools and Microsoft Office
• Ability to thrive in both independent and team-based settings

Key Performance Indicators (KPIs) May Include:

• Conversion rates from enquiry to sale
• Timeliness in delivering treatment plans
• Client satisfaction and feedback metrics
• Accuracy in CRM and financial documentation
• Contribution toward revenue goals