About the role
This is an exciting opportunity to join a fantastic team as a Dental front of house/TCO.
Your role will be to welcome, facilitate the patient journey pre and post appointment.
The principal job of a TCO is to try and take potential customers from our marketing channels through the Patient WOW journey, providing 5-star customer service and enhancing their dental experience, which will eventually lead them to have treatments carried out by our dentists. The journey continues during and after treatment has been completed, by ensuring we collect testimonials from the patients and ask for WOM referrals and sign them on to our Membership scheme.
Responsibilities
* Meet and Greet patients.
* Ensure the diary is managed efficiently.
* Receiving calls and in person enquiries for new patients and treatment enquiries and converting them into appointments.
* Ensuring all pre appointment paperwork is provided and added to patient notes.
* Provide information on what patients can expect on the day of their appointment.
* Provide a warm welcome to patients and reassurance if required.
* Respond quickly, sympathetically, and efficiently to any patient concerns.
* Adhering to all health and safety requirements
* Supporting colleagues and other team members.
* Liaising with the team and providing any relevant information that is critical to delivering a great patient experience.
* Ensuring that post appointment, all tasks are completed such as payments, follow ups and requesting feedback and encouraging testimonials.
* Quality assurance systems and audits. Contribution to team meetings to provide constructive feedback and trouble shoot any issues or upcoming obstacles.
* This role will involve:
TCO role
* Responding to emails sent by patients from our website or social media channels.
* Calling patients who contact us via telephone.
* Liaising with internal customers who require TCO.
* Arranging FREE consultations for patients as soon as possible
* Showing our previous work to help patients understand treatments.
* Booking paid consults for patients with dentists
* Working closely with nurses and dentists to allow perfect handover of patients through all stages.
* Going through treatment consent forms
* Arranging finance options for patients
* Getting patients to sign up to Practice Plan after treatment.
* Calling patients for feedback
* Monitoring front of house systems to ensure 5-star service delivered.
* Training staff on telephony and customer service
Job Type: Full-time
Pay: £24,500.00-£25,000.00 per year
Work Location: In person