Patient Scheduling Coordinator

Role Purpose

The Patient Scheduling Coordinator is responsible for converting prospective patient enquiries into booked consultations and procedures for NMAC.

The role manages prospective patients from their initial enquiry through to booking, providing timely, professional and personalised support throughout the decision-making process. The consultant will build trust with prospective patients, explain NMAC’s services clearly, address non-clinical questions, conduct consistent follow-up and maintain accurate patient and sales records.

This is a target-driven role requiring a strong balance of sales capability, empathy, professionalism and discretion.

Key Responsibilities

Patient Enquiry Management

• Respond promptly and professionally to enquiries received through telephone calls, email, the website, social media, messaging platforms and marketing campaigns.
• Contact new leads within the established response-time standard.
• Engage prospective patients in a professional and reassuring manner.
• Understand the patient’s needs, interests, timeframe and readiness to proceed.
• Provide approved information regarding NMAC’s services, procedures, consultation process, pricing and payment arrangements.
• Refer all clinical or medical questions to the appropriate NMAC medical professional.

Sales Conversion and Bookings

• Guide prospective patients through the enquiry and booking process.
• Convert qualified patient enquiries into booked consultations and procedures.
• Conduct structured follow-up with prospective patients who have not yet booked.
• Address non-clinical concerns or barriers that may prevent a patient from proceeding.
• Re-engage previous enquiries and inactive leads where appropriate.
• Identify suitable opportunities to introduce other relevant NMAC services without applying inappropriate pressure.
• Meet agreed individual and team booking, conversion and revenue targets.

Patient Relationship Management

• Deliver a high-quality and personalised patient experience at every stage of the sales process.
• Build trust and maintain appropriate professional relationships with prospective patients.
• Ensure that patients receive clear information about the next steps, required documentation, appointment arrangements and payment processes.
• Coordinate with clinical and administrative teams to support a smooth transition from enquiry to consultation and treatment.
• Escalate complaints, clinical concerns, safeguarding matters or sensitive patient issues promptly.

CRM and Record Management

• Record all enquiries, calls, follow-ups, outcomes and bookings accurately in NMAC’s designated systems.
• Maintain a clear and current sales pipeline.
• Schedule follow-up activity and ensure that no viable patient enquiry is overlooked.
• Record reasons why prospective patients do not proceed.
• Maintain accurate patient contact details and communication preferences.
• Handle patient and company information confidentially and in accordance with applicable privacy requirements and NMAC policies.

Reporting and Performance

• Provide regular reports on lead volumes, response times, bookings, conversion rates, lost leads and revenue generated.
• Participate in weekly pipeline and performance review meetings.
• Identify recurring patient concerns, common objections and opportunities to improve the patient journey.
• Provide feedback on lead quality and the effectiveness of marketing campaigns.
• Work collaboratively with marketing, clinical, finance and administrative teams to improve conversion performance.

Key Performance Indicators

Performance may be measured against:

• Speed of response to new patient enquiries
• Percentage of leads successfully contacted
• Enquiry-to-consultation booking rate
• Consultation attendance rate
• Consultation-to-procedure conversion rate
• Number and value of confirmed bookings
• Revenue generated from converted enquiries
• Follow-up completion rate
• Accuracy and completeness of CRM records
• Patient satisfaction and communication quality
• Reasons for lost or unconverted leads
• Compliance with confidentiality, privacy and internal procedures

Final targets will be established by management and may be adjusted according to lead volumes, service demand and business requirements.

Qualifications and Experience

Essential

• Previous experience in sales, client conversion, appointment setting, account management, customer service or a patient-facing role.
• Demonstrated ability to convert enquiries or leads into appointments, bookings or sales.
• Excellent spoken and written English.
• Strong telephone, email and virtual communication skills.
• Ability to build rapport quickly and communicate with empathy and confidence.
• Strong follow-up, organisation and time-management skills.
• Confidence using CRM systems, email, virtual meeting platforms and other digital business tools.
• Ability to work independently in a remote environment while remaining responsive and accountable.
• Ability to handle sensitive and confidential information with discretion.
• Willingness and ability to work during the hours required to effectively support NMAC’s prospective patients.

Preferred

• Experience in private healthcare, cosmetic surgery, medical aesthetics, dental services, wellness, hospitality or another premium service environment.
• Experience working with high-value, consultative or relationship-based sales.
• Experience managing an international or multi-country client base.
• Knowledge of patient booking systems or healthcare CRM platforms.
• Bermudian status or eligibility to work in Bermuda, where applicable.

Skills and Competencies

The successful candidate should demonstrate:

• Consultative selling and lead-conversion ability
• Empathy and patient-centred communication
• Professionalism and discretion
• Persistence without being overly aggressive
• Strong listening and questioning skills
• Confidence in handling non-clinical objections
• Commercial awareness and results orientation
• High attention to detail
• Good judgement and escalation awareness
• Personal accountability and reliability
• Ability to manage multiple enquiries simultaneously
• Ability to collaborate effectively with remote and cross-functional teams

Role Boundaries

The Patient Scheduling Coordinator is a non-clinical position. The role holder must not:

• Provide medical advice, diagnoses or clinical recommendations.
• Make claims or guarantees regarding clinical outcomes.
• Recommend a procedure based on a clinical assessment.
• Provide information outside approved NMAC materials and guidelines.
• Pressure, mislead or inappropriately influence prospective patients.
• Confirm that a patient is medically suitable for treatment.
• Share patient information with unauthorised parties.

All clinical questions and decisions regarding medical suitability must be referred to an appropriately authorised NMAC medical professional.

Working Arrangements

• This is a full-time remote role based in Bermuda or the United Kingdom.
• The employee must have a professional, private and secure home-working environment.
• The employee must maintain reliable internet connectivity and be available during agreed working hours.
• Working hours may be structured to accommodate NMAC’s patient markets, enquiry patterns and operational requirements.
• Some evening or weekend availability may be required, subject to the employment agreement and applicable labour requirements.
• The employee will be expected to attend virtual meetings, training sessions and performance reviews.

Confidentiality and Data Protection

The role involves access to confidential patient, commercial and operational information. The successful candidate must comply with all applicable privacy requirements, confidentiality obligations, information-security standards and NMAC policies.

Patient information may only be accessed, recorded, used and shared for authorised business purposes through approved company systems.

Measures of Success

Success in this position will be demonstrated by:

• Prompt and professional engagement with prospective patients.
• Consistent conversion of qualified enquiries into consultations and procedures.
• A well-managed and accurately recorded patient sales pipeline.
• Strong coordination between the sales, clinical and administrative teams.
• Positive prospective-patient experiences.
• Achievement of agreed booking, conversion and revenue targets.
• Adherence to ethical, clinical and confidentiality boundaries.

General Provision

This job description outlines the principal duties and responsibilities of the position. It is not an exhaustive list. The role holder may be required to perform other reasonable duties aligned with the nature and level of the position and NMAC’s operational requirements.