Patient Care Coordinator
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Key skills for this role
About the Role
We are looking for a motivated, articulate, and empathetic Patient Coordinator to be the first point of contact for all inbound and outbound client communications.
Key Skills for This Role
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Role Overview
We are looking for a motivated, articulate, and empathetic Patient Coordinator to be the first point of contact for all inbound and outbound client communications.
You will manage lead responses, conduct warm and cold outreach calls, nurture existing client relationships, and educate prospective and current patients on our treatment offerings — all while reflecting the professionalism and care that defines Hair by DASH.
This is a revenue-generating role as much as a service role.
You will play a central part in converting enquiries into consultations and consultations into treatment plans.
*Lead Management & Inbound Response*
- Respond promptly to all inbound leads from social media, website enquiries, walk-ins, and referrals (target: within 30 minutes during business hours)
- Qualify leads by understanding the client's hair loss stage, history, and treatment goals
- Book consultation appointments and send confirmation communications via WhatsApp, SMS, or email
*Cold & Warm Calling*
- Conduct structured outbound cold calls to prospects generated from marketing campaigns and organic channels
- Re-engage warm leads who have previously shown interest but not yet converted
- Follow a conversation guide aligned with Hair by DASH's stage-based treatment framework (Norwood/Sinclair staging)
*Client Follow-Up & Retention*
- Follow up with post-consultation clients who have not yet committed to a treatment plan
- Contact existing clients at defined intervals to check progress, reinforce adherence, and identify upsell or cross-sell opportunities (e.g., upgrading from General to Premium pathway)
- Coordinate recall reminders for PRP sessions, LLLT check-ins, and annual DNA/genetic reviews
- *Patient Education*
- Clearly explain treatment options including LLLT laser caps, minoxidil, PRP, Dutasteride mesotherapy, and genetic/DNA testing packages
- Help clients understand their hair loss stage and why the recommended treatment plan is appropriate for them
- Translate complex medical information into simple, reassuring language — in both English and Arabic
- *CRM & Reporting*
- Maintain accurate and up-to-date records in the clinic CRM (lead source, stage, call notes, follow-up dates)
- Track conversion rates from lead to consultation and consultation to treatment
- Provide a weekly summary report to the clinic director covering pipeline status, call outcomes, and follow-up actions
Required Qualifications & Skills
- Minimum 2 years of experience in a patient coordinator, medical receptionist, or healthcare sales role
- Excellent spoken and written communication in **English and Arabic** (mandatory)
- Proven experience handling inbound and outbound calls in a medical or wellness setting
- Confident, warm telephone manner with the ability to handle objections professionally
- Strong organisational skills and attention to follow-up discipline
- Proficiency in WhatsApp Business, CRM tools, and basic MS Office or Google Sheets
Preferred
- Prior experience in aesthetics, dermatology, or hair restoration
- Familiarity with DHA patient communication standards
- Understanding of hair loss conditions and non-surgical or surgical treatment options
What We Offer
- Base salary + performance-based incentive tied to consultation bookings and conversions
- Full product and protocol training provided by the medical team
- A high-growth environment within a distinctive medical brand
- Opportunity to grow into a senior patient relations or clinic operations role
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