Surgical Clinic Coordinator

Job description

Background 
We're looking for a Surgical Clinic Coordinator who is ambitious, driven, and ready to shape a new role and team at the Clinic. This role will report to the Sales Team Manager and work closely with the existing surgical team. 

As the first member of this new team, you'll be responsible for driving the conversion rate of high value surgical patients and enhancing overall patient and consultant experience during visits to our clinic. 

We see ourselves as the premium destination for cosmetic surgery in the UK, and we're looking for a brand ambassador we can trust to ensure this is felt by every one of our patients and partners during their visits to the Clinic. 

Job Overview 
Primary Responsibilities: 

• Drive an improved conversion rate of high-value surgical patients from initial consultation through to surgery. 
• Provide a more personalised premium patient experience during patient visits to the clinic for consultation and surgery. This will involve structured pre and post consultation interactions to put patients at ease and build rapport, as well as improving the data and insight capture and transfer between our team and consultants. 
• Act as a brand ambassador to our consultant base, helping to build-up and maintain strong commercial relationships with these key stakeholders through demonstrating high standards of communication and professional conduct. 

Core Responsibilities: 

• Warmly greeting all patients at the clinic ahead of their consultation, performing short structured ‘pre-consultation’ to assess motivations / potential objections, and answering any preliminary questions 
• Capturing key data from the consultant and patient following their consultation, including RAG status for surgery, any obstacles to surgery, anecdotal qualitative assessment, and understanding of patient motivations for surgery 
• Utilising this information to close suitable patients immediately after their surgery consultations
• If unsuccessful in closing, detailed consultant and patient insight to be shared with the remote SPA team for follow-up
• Acting as a key liaison point between the Consultant and remote SPA team 

Other Responsibilities 

• Ensuring all templates are completed in real-time and data added to Pabau as "appointment notes" immediately following consultations 
• Uploading any relevant patient notes onto the system and sharing with the team 
• Proactively building strong empathetic rapport with patients during their visit 
• Acting as chaperone during consultations where time allows / necessary 
• Acting as on-site sales-oriented administrative support for SPA team, capturing ad-hoc surgery dates, notes, answers to questions, etc. 
• Representing Cadogan on the day of surgery alongside nursing team, ensuring a smooth procedure journey and VIP treatment for high-value patients  

Reporting & KPIs 
Your KPIs will be a mixture of performance (improved CR%) and reported patient experience metrics, and the basis of your bonus remuneration 
As we continue to on our growth journey, you'll have the opportunity to take on more managerial responsibilities, further develop your skills, and advance your career within our organisation. So, if you're a self-starter, a problem-solver, and someone who is excited about making a difference in the healthcare industry, then we want to hear from you. 

Essential Skills: 

• 5-star professional standards 
• Excellent sales skills 
• Excellent communication skills 
• Proactive diary management 
• Knowledgeable about surgical procedures and the surgical process 
• Empathetic towards patients' needs and concerns 

Qualifications: 

• The right candidate for this role should have experience working in a surgical clinic environment and have a strong understanding of the surgical process. 
• The right candidate should have demonstrated a track record of sales success in a premium healthcare environment 
• 5 - 10 years' experience minimum 

 
Place of Work: 120 Sloane Street, SW1X 9BW 

Salary: Competitive, plus performance bonus 

This is a unique opportunity to join our thriving, multi-specialist plastic and aesthetics hospital; the Cadogan Clinic, in the heart of Chelsea. Grow your career working with our hand-picked “best in class” plastic surgeons and our committed team of professionals.

Co-founded by our world-renowned plastic surgeon Mr Bryan Mayou, (best known for introducing liposuction into the UK) and his wife Dr Susan Mayou who is our leading consultant dermatologist (as featured in the Tatler Beauty and Cosmetic Surgery Guide 2022), we continue to pioneer the latest techniques in cosmetic healthcare, treating over 20,000 patients each year. 

Join us in our vision: changing patients’ lives and providing high quality care and excellent treatment outcomes.