Job Title: Patient Experience & Quality Coordinator
Job Type: Full Time Permanent
Location: Remote (UK) with regular travel to clinics
Reports: Business Director
Salary: £30,000 - £35,000 per annum + performance bonus
About Banning Dental Group & Skin Clinique
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, welcoming, and focused on delivering outstanding outcomes.
As we continue to grow, maintaining consistency across every patient touchpoint becomes increasingly important. This role has been created to ensure that every clinic delivers the exceptional service, professionalism, and patient experience expected of the Banning brand.
Overview Of The Role
As part of our continued growth, we are introducing a new role within our operations structure: Patient Experience & Quality Coordinator.
This role is responsible for ensuring our clinics consistently deliver exceptional patient experiences and maintain the standards expected across Banning Dental Group and Skin Clinique. Working closely with Practice Managers, Reception Teams, and Operations, you will support recruitment, onboarding, training, auditing, and continuous improvement initiatives.
Acting as a champion of patient experience, you will regularly assess clinics, identify opportunities for improvement, and help develop high-performing reception and clinic host teams across the group.
This position is ideal for someone who has a passion for customer service, enjoys coaching others, and has a keen eye for detail and operational excellence.
Key Responsibilities
· Patient Experience Standards - Ensure every clinic consistently delivers a warm, welcoming, and professional patient experience in line with Banning standards.
· Clinic Quality Audits - Conduct regular clinic visits, audits, and quality assessments to identify strengths, opportunities, and areas for improvement.
· Reception Recruitment Support - Support the recruitment process for Receptionists and Clinic Hosts, helping identify candidates who align with Banning's culture, values, and service standards.
· Reception Training & Development - Deliver onboarding, coaching, and ongoing development support for Receptionists and Clinic Hosts across the group.
· Mystery Shopping & Quality Control - Review patient interactions, enquiry handling, telephone standards, and front-of-house processes to ensure consistency and excellence.
· Patient Journey Improvement - Identify opportunities to improve patient experience, service delivery, and operational efficiency throughout the patient journey.
· Standards & Compliance Monitoring - Ensure clinics consistently follow company procedures, service standards, and patient communication guidelines.
· Feedback & Insight Reporting - Gather patient and operational feedback, identify trends, and provide recommendations for continuous improvement.
· Cross-Department Collaboration - Work closely with Operations, Practice Managers, Marketing, Concierge, and Reception Teams to support wider business objectives.
Must-Have Attributes
· Customer Service Excellence - Passionate about delivering exceptional experiences and creating positive patient interactions.
· Training & Coaching Ability - Confident supporting, mentoring, and developing team members to achieve high standards.
· Strong Communication Skills - Able to communicate professionally and confidently with patients, teams, and senior stakeholders.
· Organisation & Attention to Detail - Highly organised with a keen eye for consistency, presentation, and service quality.
· Proactive Approach - Takes initiative to identify opportunities for improvement and implement positive change.
· Problem Solving Skills - Able to identify issues quickly and work collaboratively to find practical solutions.
· Relationship Builder - Builds strong working relationships across multiple clinics and departments.
· Basic Dental Knowledge - A basic understanding of dental treatments and patient journeys would be beneficial but is not essential.
· Flexibility & Travel - Comfortable travelling regularly between clinics to support training, audits, and quality improvement initiatives.
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
Benefits:
- Company events
- Company pension
- Cycle to work scheme
- Referral programme
- Work from home
Application question(s):
- Do you have experience in a customer service focused role?
- Are you able to commute to all Banning locations?
Work Location: Hybrid remote in London
