Patient Experience Coordinator(PEC), Al-Faperio
PEC Job Opportunity, Full\-Time Patient Experience Coordinator (PEC)
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Al\-Faperio, Buckhurst Hill, Essex, IG9 5BY
Full\-Time Position/Days \& Hours to Be Discussed/Salary: £27,000\- £31,000 Depending on Experience
Quarterly Performance Bonus Available
Are you an experienced Dental receptionist, treatment coordinator, or patient\-focused professional looking to join a modern private specialist clinic?
Al\-Faperio is seeking a confident, professional, and personable Patient Experience Coordinator (PEC) to become a key part of our welcoming and supportive team.
This role is ideal for someone passionate about delivering exceptional patient care and creating a seamless patient journey within a high\-end private periodontal and implant practice.
About Us
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Al\-Faperio is a modern specialist\-led private clinic based in Buckhurst Hill, Essex. We pride ourselves on delivering exceptional periodontal and implant care alongside an outstanding patient experience within a professional and supportive environment.
Our team is committed to ensuring every patient receives a premium experience from their first enquiry through to the completion of their treatment journey.
Role Overview
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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.
Key Responsibilities
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- 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
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We are looking for someone who:
- 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
Helpful but Not Essential
- Familiarity with specialist periodontology, implantology, or related disciplines
- Experience presenting treatment plans valued at £1,000\+
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- 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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