Job Description

Role Summary

Drive conversion of inbound and outbound leads for aesthetic and dental services while delivering a smooth patient journey—from first contact to treatment and follow-up. Work closely with doctors, dentists, and nursing staff; manage appointment pipelines in the clinic’s CRM/EMR; and maintain high standards of service.Key Responsibilities

• Lead Conversion & Sales
• Own the lead pipeline (calls, WhatsApp, DMs, web enquiries, walk-ins) and convert to consultations and paid treatments.
• Qualify needs, recommend suitable procedures (e.g., Botox, fillers, PRP, laser hair removal, HydraFacial, skin rejuvenation; veneers, whitening, implants, orthodontics), and handle objections.
• Execute targeted callbacks/reactivation campaigns to revive cold and no-show leads.
• Cross-sell and up-sell packages, memberships, and add-on services.
• Patient Coordination
• Schedule and confirm appointments; manage calendars for doctors/dentists; minimize no-shows and gaps.
• Prepare patients for consultations (pre-procedure guidance, forms, consent, payment options).
• Coordinate with nursing and front desk for room readiness, stock-dependent treatments, and smooth handovers.
• Post-treatment follow-ups for satisfaction, aftercare, rebooking, and reviews.
• Service & Communication
• Deliver prompt, empathetic, and professional communication across channels (phone, email, WhatsApp, social).
• Maintain accurate records in CRM/EMR; ensure privacy and data accuracy.
• Gather patient feedback and relay insights to improve offers, pricing, and promotions.
• Collaboration & Reporting
• Build strong rapport with doctors, dentists, and nurses to align on treatment plans and scheduling.
• Track daily KPIs and report performance (leads, conversions, revenue, show-up rate, response times).

Required Experience & Qualifications

• Experience: 2–4 years in an aesthetic/dermatology or dental clinic in a patient coordinator, sales, or front-of-house role with proven lead conversion results.
• Knowledge: Solid understanding of core aesthetic treatments and dental offerings (indications, basic contraindications, typical patient questions).
• Education: Diploma/Bachelor’s preferred (Healthcare, Business, or related).

Skills

• Sales & Conversion: Needs assessment, solution pitching, objection handling, closing, and reactivation.
• Communication: Excellent spoken and written English; clear, confident phone manner. (Arabic/Hindi/Urdu is a plus.)
• Stakeholder Rapport: Able to coordinate smoothly with doctors and nursing teams.
• Tech: Comfortable with CRM/EMR systems, MS Office/Google Workspace, e-payments/POS; fast typing and accurate data entry.
• Organization: Multitasking, time management, attention to detail, and adherence to protocols.

KPIs (measured monthly)

• Lead-to-consultation conversion rate
• Consultation-to-treatment conversion rate & revenue per lead
• Response time SLA (first reply / first call)
• Show-up and rebooking rates
• Patient CSAT/NPS and review volume/quality
• No-show reduction

Work Conditions

• Location: Motor City, Dubai.
• Reports to: Clinic Manager / Patient Experience Lead.

Nice-to-Have

• Experience with membership plans and treatment packages.
• Basic understanding of DHA/DOH consent and documentation standards.
• Social messaging etiquette for clinical contexts.