Active verified job
Dental Clinic Marketing & Patient Relations
Elephant Dental Utawala / Nairobi, Kenya
Active verified job
Elephant Dental Utawala / Nairobi, Kenya
Job Summary The successful candidate will be responsible for promoting the dental clinic, attracting new patients, responding to patient inquiries, and maintaining positive relationships with existing and prospective pa...
Job Summary The successful candidate will be responsible for promoting the dental clinic, attracting new patients, responding to patient inquiries, and maintaining positive relationships with existing and prospective patients. The role combines Patient Relations and Communication, Customer Service, Community/Outdoor marketing, Lead Follow-up and Closure, and Clinic Promotion . Below is a breakdown of the main responsibilities; a) Patient Relations - responding to dental clinic inquiries received on Phone Calls, WhatsApp, other Social Media Platforms and E-Mail with the objective of converting inquiries into appointments, following up with patients after treatment and answering general patient questions. b) Marketing - outdoor marketing, community outreach, promoting the clinic through building awareness and distributing promotional materials. Key Responsibilities 1. Patient Inquiries and Communication Respond promptly, accurately and professionally to patient inquiries received through Phone Calls, WhatsApp, Social Media Platforms and E-Mail. Provide accurate information about the clinic's services, operating hours, location, appointment process, and general treatment information. Follow up with prospective patients who have made inquiries but have not yet booked appointments. Assist patients with appointment scheduling and confirmations. Maintain professional and friendly communication with patients before and after their visits. Escalate clinical or medical questions to the appropriate authority. 2. Marketing and Patient Acquisition Develop and implement local marketing activities to increase awareness of the dental clinic. Occasionally conduct outdoor marketing and community outreach activities. Identify potential locations, organizations, businesses, schools, churches, residential communities, and other groups where the clinic can promote its services. Distribute marketing materials such as brochures, flyers, business cards, and other promotional materials. Support dental camps, health events, corporate outreach programs, and other promotional activities. Identify opportunities for partnerships and referrals with organizations/businesses. Generate new patient leads and convert leads into appointments 3. Digital and Social Media Support Support the clinic's social media marketing activities. Respond to inquiries and comments received through social media platforms. Monitor online feedback and ensure patient concerns are directed to the appropriate person. Maintain a professional and consistent image of the clinic across all communication channels. 4. Patient Relationship Management Maintain a positive and welcoming relationship with current and prospective patients. Follow up with patients after consultations or treatments where appropriate. Contact patients regarding appointment reminders, missed appointments, and follow-ups. Encourage patient retention and referrals through excellent customer service. 5. Reporting and Performance Tracking Maintain accurate records of inquiries, leads, appointments, follow-ups, and marketing activities. Track where new patient inquiries are coming from to maximize on the outcome. Prepare regular marketing and patient acquisition reports for the management. Monitor key performance indicators such as: Number of inquiries received Number of appointments booked New patients acquired Inquiry-to-appointment conversion rate Follow-up success rate Outdoor marketing activities completed Partnerships and referrals generated Qualifications and Experience Diploma or bachelor's degree in marketing , Communications, Business Administration, Public Relations, Sales, or a related field . At least 3 years’ proven experience in marketing, customer service, sales and patient relations, in a Dental Healthcare environment is mandatory. Experience in a dental or medical clinic is paramount. Good knowledge of social media and digital communication platforms. Strong communication and interpersonal skills. Excellent computer skills, including Microsoft Office and WhatsApp Business. Ability to work independently and conduct outdoor/community marketing activities. Key Skills andCompetencies Excellent verbal and written communication Strong customer service skills Marketing and sales ability Persuasion and lead-conversion skills Professional and friendly personality Good follow-up skills Confidence interacting with the public Organization and time management skills Ability to meet targets Teamwork and collaboration are foundational skills Professional appearance and good conduct Ability to handle patient information with confidentiality Performance Expectations The successful candidate will be expected to contribute directly to the growth of the clinic by: Increasing the number of patient inquiries. Converting inquiries into booked appointments. Increasing new patient numbers. Building awareness of the clinic within the local community. Maintaining excellent patient communication and service. Developing effective community and corporate marketing opportunities. Strengthening patient retention and referrals. Working Conditions The role involves both office/clinic-based work and outdoor marketing activities . The successful candidate should be comfortable interacting with members of the public, visiting potential marketing locations, attending community events, and representing the dental clinic professionally. Key Performance Indicators (KPIs) Performance may be evaluated based on: Monthly new patient acquisition. Number and quality of patient lead generated. Inquiry-to-appointment conversion rate. Patient follow-up completion rate. Number of successful outdoor marketing activities. Number of partnerships/referral opportunities developed. Patient satisfaction and communication quality. Contribution to overall clinic revenue and growth.
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