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Life at Smart Dental Care Logo Life at Smart Dental Care · Customer Service

Patient Experience Coordinator

United Kingdom, Buckhurst Hill 27000.00 - 31000.00 GBP / Year · Job Posted May 28, 2026
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Job Description

As the Patient Experience Coordinator, you will act as the dedicated point of contact for patients throughout their entire journey with the practice. This is more than a traditional reception role. You will combine exceptional customer service with patient coordination, treatment support, communication, and relationship management to ensure every patient feels informed, supported, and cared for at every stage of treatment. You will work closely with our Specialists, Hygienists, Nurses, and wider team to help deliver a seamless and high-quality patient experience.

Job Responsibility

  • Act as the named single point of contact for patients throughout their treatment journey
  • Deliver exceptional front-of-house customer service and patient care
  • Answer inbound enquiries promptly and professionally
  • Respond to patient enquiries and voicemails within 24 hours
  • Contact every new referral within 24 hours of receipt during opening hours
  • Manage appointment scheduling efficiently and professionally
  • Document all patient interactions accurately within the CRM/PMS system
  • Ensure patients are fully informed before and after treatment appointments
  • Discuss private treatment plans and Care Plan membership options with eligible patients
  • Take deposits and coordinate booking of treatment appointments
  • Execute a structured follow-up process for patients who do not book treatment immediately
  • Carry out courtesy calls following major treatment appointments
  • Liaise closely with specialists, hygienists, nurses, and the wider team to coordinate patient care
  • Raise patient invoices accurately and on time
  • Manage Google review follow-up after appointments
  • Run structured outreach campaigns for lapsed patients
  • Support social media and marketing initiatives where required
  • Maintain the smooth day-to-day running of the reception and patient coordination areas

Requirements

  • Has previous dental reception, treatment coordinator, or private healthcare experience
  • Demonstrates excellent communication and interpersonal skills
  • Has professional and confident telephone manners
  • Is highly organised, proactive, and detail-oriented
  • Is passionate about patient care and customer experience
  • Can work independently and as part of a team
  • Is confident discussing private treatment options and finance
  • Works well within a busy private practice environment
  • Is professional, reliable, and patient-focused
  • Has strong administrative and organisational skills

Nice to have

  • Familiarity with specialist periodontology, implantology, or related disciplines
  • Experience presenting treatment plans valued at £1,000+

What we offer

  • Competitive salary of £27,000-£31,000 depending on experience
  • Quarterly performance bonus tied to patient experience, conversion, and retention metrics
  • Modern private specialist clinic environment
  • Supportive management and friendly team culture
  • Professional development and training opportunities
  • Career progression within a growing private practice
  • Opportunity to play a key role in patient satisfaction and practice growth
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