Patient Enquiry & Treatment Coordinator - Private Dental Practice
Harley Street, London | Full-time | In practice
Salary: £35,000–£40,000 per year, depending on experience
Plus monthly performance bonus, with potential annual earnings of approximately £45,000
About Harley Street Dental Studio
Harley Street Dental Studio is one of London’s leading private dental practices, known for delivering exceptional clinical care, advanced dental treatment and a premium patient experience.
We are looking for a driven, confident and commercially aware Patient Enquiry & Treatment Coordinator who thrives on speaking to people, building relationships and turning enquiries into committed, long-term patients.
This is not a traditional administrative role.
It is a front-line, patient-focused and performance-driven position for someone who enjoys taking ownership, creating momentum and achieving measurable results.
The Role
You will be the first point of contact for new patient enquiries and will help manage the patient journey from initial conversation through to consultation, treatment presentation, acceptance and booking.
You will respond to incoming enquiries, understand each patient’s needs and motivations, explain the available treatment pathways and ensure that every patient receives timely, thoughtful and consistent follow-up.
You will also host patients during in-practice consultations, working closely with our clinicians and wider team to provide a seamless and reassuring experience.
Your ability to engage, build trust and follow through will directly influence both the patient experience and the continued growth of the practice.
Success in this role requires an understanding of:
- Speed to lead
- Consistent and thoughtful follow-up
- Multiple patient touchpoints
- Building trust quickly
- Maintaining momentum throughout the patient journey
- Ethical, consultative sales
- Accurate pipeline and CRM management
- Taking ownership of outcomes
Key Responsibilities
- Manage new patient enquiries received by telephone, email, WhatsApp, website and CRM
- Respond to new enquiries quickly, warmly and confidently
- Build rapport and identify each patient’s needs, motivations, concerns and potential obstacles
- Explain treatment pathways, fees, scheduling and next steps clearly and professionally
- Arrange and coordinate consultations with the appropriate clinicians
- Host patients during face-to-face consultations and create a premium, reassuring experience
- Present treatment plans and available options confidently, within the appropriate non-clinical boundaries
- Follow up consistently to answer questions, maintain momentum and increase consultation and treatment conversion
- Manage the patient journey from initial enquiry through to treatment acceptance and booking
- Keep accurate records, follow-up dates and next actions within the practice and CRM systems
- Monitor your enquiry pipeline, conversion performance and outstanding opportunities
- Work closely with clinicians, nurses, reception, administration and the wider patient experience team
- Recognise when a question requires clinical input and arrange the appropriate support
- Manage patient expectations and ensure clear communication throughout the journey
- Maintain a polished, professional and high-end patient experience at every touchpoint
- Contribute actively towards agreed individual and practice performance targets
Who This Role Is For
This position will suit someone who:
- Enjoys speaking to people and can build rapport quickly
- Is confident making calls and following up prospective patients
- Communicates with warmth, clarity and professionalism
- Is organised, proactive and results-driven
- Understands that every genuine enquiry is an opportunity to build a trusted patient relationship
- Takes ownership and does not wait to be reminded about follow-ups or commitments
- Is motivated by performance and outcomes, not simply the completion of tasks
- Can be persistent and persuasive without becoming pushy
- Is commercially aware while always protecting the patient’s trust and best interests
- Enjoys working towards targets and takes pride in achieving excellent results
- Is resilient, accountable and comfortable working in a fast-paced environment
- Understands the expectations of a premium Harley Street practice
Essential Requirements
- A minimum of two years’ experience working in a dental practice
- Previous private dental practice experience
- Excellent spoken and written English
- Strong communication, relationship-building and patient-handling skills
- Confidence discussing dental treatment pathways, fees and next steps
- Experience following up enquiries and guiding patients towards decisions
- Strong organisation and attention to detail
- Confidence using telephone, email, WhatsApp and digital patient-management systems
- The ability to work effectively as part of a large multidisciplinary team
- The right to work in the United Kingdom
Previous Treatment Coordinator, patient sales or new-patient enquiry experience would be highly advantageous.
Systems Experience
- Experience using CareStack is preferred
- Candidates with strong Dentally experience will also be considered
- Experience using Boxly or another structured sales CRM would be advantageous
- You must be comfortable managing enquiries, follow-ups, next actions and conversion activity through a CRM
What We Are Looking For
We are not looking for someone who simply answers the telephone or processes appointments.
We are looking for someone who:
- Owns the patient journey
- Converts interest into confidence and commitment
- Follows up consistently until there is a clear outcome
- Creates momentum without placing patients under pressure
- Takes pride in delivering both excellent results and exceptional service
- Understands that responsiveness and follow-through make a measurable difference
- Contributes positively to the energy and ambition of the wider team
Salary and Bonus
- Base salary of £35,000–£40,000 per year, depending on relevant experience
- Monthly performance bonus linked to agreed individual and practice targets
- Potential bonus earnings of approximately £5,000 per year
- Potential annual earnings of approximately £45,000
Working Hours
- Monday to Friday, 9:00am–6:00pm
- One additional five-hour Saturday session per month
- Approximately 41 hours per week when averaged across the year
- This is a full-time, in-practice position based on Harley Street
What We Offer
- A commercially important role within one of London’s leading private dental practices
- A varied pipeline of patients considering high-value, life-changing dental treatment
- Clear targets and the opportunity to be rewarded for excellent performance
- A beautiful central London working environment
- Coaching, mentoring and development from an experienced leadership team
- Opportunities for career progression as the practice continues to grow
- The opportunity to develop your knowledge of advanced cosmetic and restorative dentistry
- A professional, ambitious and supportive multidisciplinary team
- The chance to contribute directly to both patient outcomes and practice growth
Important
This role is suited to someone who is ambitious, energetic, accountable and driven by outcomes.
You must enjoy a busy working environment, be comfortable taking ownership of targets and understand that excellent follow-up is central to both patient service and practice success.
If you are looking for a slower-paced or purely administrative position, this is unlikely to be the right role for you.
How to Apply
Please apply with your CV and a short covering letter explaining:
- Why you would thrive in a patient-focused, performance-driven role
- Your experience within private dentistry
- Your experience of treatment coordination, enquiry conversion or consultative sales
- An example of how you successfully followed up and converted an enquiry
- Which dental practice and CRM systems you have used
Location: Harley Street, London W1G
Job type: Full-time, permanent
Work location: In person
Reports to: Patient Experience & Sales Manager
Job Type: Full-time
Pay: £35,000.00-£40,000.00 per year
Ability to commute/relocate:
- London W1G: reliably commute or plan to relocate before starting work (required)
Application question(s):
- re you comfortable discussing treatment pathways, fees and next steps with patients, while referring clinical questions to the appropriate clinician?
Experience:
- Treatment Coordinator / Patient Care Specialist: 2 years (preferred)
- Dental practice: 2 years (required)
Language:
- Fluent English (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
