Location: Remote (UK) with occasional travel to clinics
At Banning Dental Group, we are committed to transforming the way patients experience dental and skin care. Inspired by Scandinavian principles of accessibility, innovation, and exceptional service, we believe every patient interaction should be warm, supportive, and focused on achieving outstanding outcomes.
As our group continues to grow, we recognise that patient care doesn't end when treatment is completed. The relationships we build after treatment are just as important as those we create before it. This role has been designed to strengthen those relationships, improve patient retention, and ensure every patient remains engaged with their ongoing care journey.
Overview Of The Role
As part of our continued growth, we are introducing a new role within our patient journey structure: Patient Retention & Growth Coordinator.
This role is responsible for strengthening patient relationships after treatment, improving recall compliance, increasing Smile Club membership, generating patient reviews, and reactivating patients who may have disengaged from care.
Acting as a key link between patient care, customer service, and business growth, you will proactively engage with patients to ensure they remain connected to the practice, continue their oral health journey, and feel fully supported throughout their experience with Banning Dental Group.
This position is ideal for someone who enjoys building relationships, is commercially aware, and understands how exceptional patient care drives long-term business success.
Key Responsibilities
· Patient Follow-Up & Experience - Conduct post-treatment follow-up activity to ensure patients feel supported, gather valuable feedback, and maintain a positive relationship with the practice after treatment completion.
· Patient Relationship Management - Act as a trusted point of contact for patients, building long-term relationships that encourage loyalty, engagement, and continued care across the group.
· Reviews & Reputation Management - Encourage online reviews from satisfied patients, identify service concerns before they escalate, and support the continued growth of Banning Dental Group's reputation.
· Recall & Reactivation - Manage recall and reactivation campaigns by contacting overdue and inactive patients, helping them return to regular appointments and ongoing care.
· Smile Club Membership Growth - Promote the benefits of Smile Club membership, support patient enrolment, and work closely with practices to maximise membership growth and retention.
· Treatment Reactivation & Growth - Re-engage patients with outstanding treatment plans and identify opportunities for additional dental, skin, hygiene, whitening, and elective treatments.
· Patient Satisfaction & Retention - Monitor patient feedback, identify trends, and support initiatives that improve satisfaction, reduce attrition, and increase patient lifetime value.
· Administration & Reporting - Maintain accurate records of all patient communications, track key activity metrics, and provide regular reporting on retention, membership, recall, and reactivation performance.
· Patient Advocacy & Testimonials - Identify highly satisfied patients and work closely with the Marketing Team to facilitate testimonials, patient stories, case studies, and video content that showcases the patient experience and supports brand growth.
Must-Have Attributes
· Relationship Builder - Naturally able to build trust and rapport with patients, creating positive relationships that encourage long-term loyalty and engagement.
· Excellent Communication Skills - Confident communicating by phone, email, WhatsApp, and SMS, with the ability to adapt your approach to different patient needs and situations.
· Customer-Focused Mindset - Passionate about delivering exceptional service and ensuring every patient feels valued, supported, and cared for throughout their journey.
· Commercial Awareness - Comfortable discussing memberships, treatment benefits, and future care opportunities while always putting the patient's interests first.
· Organisation & Attention to Detail - Able to manage multiple patient conversations, maintain accurate records, and follow processes consistently.
· Proactive Approach - Takes initiative to follow up with patients, identify opportunities, and resolve concerns before they become issues.
· Resilience & Confidence - Comfortable handling objections, re-engaging inactive patients, and working towards retention and growth targets.
· Basic Dental Knowledge - A basic understanding of common dental treatments and terminology is desirable. Previous experience within a dental, healthcare, aesthetics, hospitality, customer service, or sales environment would be advantageous.
· Team Player - Works collaboratively with practice teams, clinicians, operations, and marketing to deliver an outstanding patient experience and support wider business objectives.
Benefits
· Competitive Salary
· Company Pension
· Employee Discounts on Treatments
· Opportunities for Career Development
· Supportive and Collaborative Work Environment
Pay: £30,000.00-£35,000.00 per year
Application question(s):
- Do you have any previous Dental Experience?
Work Location: Remote
