Patient Communications Manager
3Dental is a multi-location dental group with clinics across Dublin, Limerick and Galway. We are recruiting a Patient Communications Manager to oversee how patients are communicated with across the group — from first enquiry through to treatment and follow-up.
This is a new, cross-functional role reporting to the COO and Head of Marketing & Communications. You will work closely with the Call Centre, Treatment Coordinators and Front of House teams to ensure enquiries are handled promptly, communication standards are applied consistently, and patients have a coherent experience regardless of clinic or channel.
Key responsibilities
New patient enquiry management — oversee the distribution and handling of enquiries across all clinics, ensuring timely, accurate responses in line with agreed service standards.
Communication quality and standards — set and monitor standards across phone, email, WhatsApp, SMS, social media and online reviews, and provide structured feedback to patient-facing teams.
Patient journey and nurturing — manage the communication approach at each stage of the patient journey, ensuring prospective patients are appropriately qualified and receive relevant follow-up.
Training and coaching — deliver communication training and coaching to patient-facing teams across all clinics, including role-play and ongoing feedback.
Messaging and automation — implement and maintain messaging templates and automated communication sequences in line with the agreed patient journey strategy.
Performance and reporting — monitor response times, follow-up and communication quality; report regularly to the COO and Head of Marketing & Communications on performance and areas for improvement.
Experience and skills required
- Minimum 3–5 years’ relevant experience in patient communications, customer experience, contact centre management, patient services or a comparable customer-facing environment, with demonstrable responsibility for improving service and communication standards to Patients/customers.
- Previous experience coordinating or managing communication across multiple teams, departments or locations, with evidence of successfully improving enquiry handling, customer/patient journeys, conversion, follow-up and overall service experience.
- Experience in a communication, customer experience, patient services or similar role, with responsibility for maintaining communication standards
- Experience coaching and providing constructive feedback to customer- or patient-facing teams
- Strong written and verbal communication skills, with good judgement on tone and approach
- Understanding of customer/patient journeys and nurturing across the decision-making process
- Strong organisational skills, with the ability to maintain consistent standards across multiple teams and locations
- Confidence working with CRM and messaging platforms, and using performance data to drive improvement
- Experience in healthcare, dentistry or another service-focused environment is an advantage but not essential
Role details
Location: Red Cow, with regular travel to Aungier Street, Limerick and Galway
Reports to: COO
About us
3Dental is the largest dental practice in Ireland. We are committed to providing the latest treatments in oral healthcare at an affordable price. Open since 2016, we have been able to create many beautiful smiles, and we look forward to creating many more.
Our Benefits
Discounted dental treatments and products, Employee reward schemes.
Continuing education opportunities and professional growth and development
Access to the Premium Club at 3Arena and Circle Club at Board Gais Energy Theatre
How to Apply:
Please send CV and Cover Letter to [email protected]
Pay: €40,000.00-€45,000.00 per year
Benefits:
Ability to commute/relocate:
- DUBLIN 22, County Dublin: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Do you have exerpeince in a Customer Experience and Customer Engagement role
Work authorisation:
Work Location: In person
