This is an exciting opportunity for someone within a bookings role currently who would like to grow and expand their knowledge into the dental industry. The Patient Engagement Agent plays a vital role in maximising patient retention, improving clinic diary occupancy, and delivering exceptional patient services over the phone. You will be acting as a key bridge between our patients and practices, you will handle overflow enquiries, proactively re-engage lapsed patients, prevent cancellations, and gather valuable feedback to drive continuous improvement across our sites.
Key Responsibilities
- Practice Overflow Support: Seamlessly accept and handle inbound calls that are not answered at the local practice level within a set timeframe (e.g., after 5 rings), ensuring no patient inquiry goes unanswered.
- Lapsed Patient Outreach: Conduct targeted outbound campaigns to re-engage lapsed patients who have not booked an appointment in 24+ months.
- New Patient Onboarding: Proactively contact newly registered patients who have provided their details but have not yet scheduled their first appointment.
- Retention & Refund Prevention: Actively work to retain patients requesting refunds or cancellations by offering tailored solutions, such as matching them with alternative clinicians or utilizing approved incentives (e.g., complimentary hygiene sessions or practice products).
- Diary Optimisation: Review historical diary data to identify and contact patients who have not visited the practice within the last 6 months, ensuring they schedule their routine follow-ups.
- Feedback & Reviews: Gather patient reviews and constructive feedback following appointments to support internal learning and enhance organizational service standards.
Key Performance Indicators (KPIs)
- Call Handling: Percentage of overflow calls successfully answered and resolved.
- Re-engagement Rate: Number of lapsed and new patients successfully booked into the diary.
- Retention Rate: Percentage of potential refunds successfully prevented.
- Feedback Volume: Quantity and quality of patient reviews collected.
Requirements & Qualifications Experience:
- Proven experience in a bookings, admin/ healthcare role. Desirable within dental industry.
- Communication: Exceptional verbal and written communication skills with a warm, empathetic, and persuasive phone manner.
- Problem Solving: Strong negotiation and conflict-resolution skills, with the ability to think on your feet to retain patients and able to handle difficult scenarios calmly.
- Tech Savvy: Proficiency with computers and softwares. Desirable practice management software- EXACT SOE.
- Efficiency: Ability to manage both inbound reactivity and outbound productivity targets effectively.
- Experience over the phone and dairy management/bookings REQUIRED!
Pay: £26,000.00-£30,000.00 per year
Benefits:
- Company events
- Free parking
- On-site parking
Work Location: In person
