We provide comprehensive neurodevelopmental assessments delivered by an experienced multidisciplinary clinical team. As the service continues to grow across multiple locations, we are looking for a proactive and commercially aware Client Services & Assessment Coordinator to support prospective clients from their first enquiry through to confirmed assessment and beyond.

About the role

This is a combined client services, sales and healthcare administration role.

The postholder will be responsible for managing prospective clients from their initial enquiry through to confirmed assessment booking, while also coordinating the administrative aspects of their assessment pathway.

A significant part of the role will involve proactively converting appropriate enquiries into assessment bookings. This will include responding quickly to new enquiries, speaking with prospective clients by telephone and email, explaining our services and fees, following up enquiries and working towards agreed booking and conversion targets.

We are therefore looking for someone who is comfortable with the commercial aspect of the position and who enjoys turning enquiries into confirmed bookings.

At the same time, Bloom Clinical provides healthcare assessment services, so our approach must always remain professional, ethical and non-pressurised.

Key responsibilitiesSales, enquiries and conversion

Take ownership of prospective-client enquiries from initial contact through to confirmed assessment booking
Respond promptly to new telephone, email and website enquiries
Proactively contact prospective clients to discuss their enquiry and the services available through Bloom Clinical
Explain our autism, ADHD and combined assessment pathways clearly and confidently
Discuss assessment fees, deposits, appointment availability, locations and expected timescales
Clearly communicate the benefits and features of Bloom Clinical's assessment services
Build rapport with prospective clients and provide a professional and reassuring first point of contact
Identify what the prospective client is looking for and provide relevant information about the services Bloom Clinical offers
Proactively follow up prospective clients who have made an enquiry but have not yet booked
Maintain an organised pipeline of active enquiries and ensure appropriate follow-up takes place
Respond to common questions or concerns that may prevent someone from progressing with an assessment
Work towards agreed assessment-booking and enquiry-to-booking conversion targets
Support growth in the number of assessments booked with Bloom Clinical
Identify opportunities to fill available assessment appointments, including cancellations and short-notice availability
Record reasons why prospective clients decide not to proceed, including price, waiting time, location, service requirements or choosing another provider
Monitor enquiry and conversion performance and provide regular updates to management
Support the launch and growth of assessment services in new geographical locations

Sales activity must always be conducted in an appropriate and ethical manner. Prospective clients should receive clear information that enables them to make their own informed decision without pressure.

Client services

Provide an excellent experience from a client's first contact with Bloom Clinical
Communicate sensitively and professionally with parents, young people and adults
Answer non-clinical questions regarding assessment pathways and processes
Ensure clients understand what happens before, during and following their assessment
Provide clear information about appointment arrangements, documentation and next steps
Manage client expectations regarding assessment and report timescales
Maintain regular communication where additional information or documentation is outstanding
Escalate clinical questions or concerns to an appropriate member of the clinical team
Deal professionally with queries, concerns and complaints, escalating these where appropriate

Assessment coordination

Manage clinician diaries and available assessment capacity
Issue appointment confirmations and assessment information
Ensure deposits and payments are received at the appropriate stage
Send questionnaires, consent forms and other pre-assessment documentation
Monitor the return of questionnaires and supporting information
Liaise with schools and other third parties regarding administrative information where appropriate and with appropriate consent
Ensure clinicians have the necessary documentation before assessments take place
Coordinate any outstanding assessment components
Support the administrative process through to report completion and distribution
Maintain accurate records of each client's progress through the assessment pathway

Administration

Manage shared email inboxes and telephone enquiries
Maintain accurate and confidential electronic client records
Update enquiry, booking and assessment tracking systems
Process assessment deposits and support invoice/payment administration
Support clinicians with appropriate administrative tasks
Assist with diary management and appointment changes
Ensure confidential information is handled in accordance with GDPR and Bloom Clinical procedures
Support the efficient day-to-day running of the service
Undertake other reasonable administrative duties associated with the role
Monthly invoicing

Sales and performance expectations

The postholder will be expected to contribute directly to the continued growth of Bloom Clinical.

Performance will be monitored through a balanced range of measures which may include:

Enquiry-to-booking conversion rate
Number of confirmed assessment bookings
Appropriate follow-up of prospective clients
Speed of response to new enquiries
Effective use of available assessment capacity
Accuracy of client records and documentation
Client service standards
Administrative accuracy
Appropriate management of the enquiry pipeline
Compliance with professional, confidentiality and service procedures

The role may include a performance-related bonus linked to agreed individual and service objectives.

Performance incentives will not be based solely on sales. Client experience, administrative quality and appropriate professional boundaries will remain important measures of performance.

Essential experience and skills

The successful candidate will have:

At least 3 years' experience within administration, sales, client services, healthcare, psychology, therapy, education or another relevant professional service
Experience dealing directly with prospective clients or customers
Experience converting enquiries or leads into confirmed bookings or sales
Confidence speaking with prospective clients by telephone
Confidence discussing services, prices and payment arrangements
A proactive approach to following up enquiries rather than waiting for clients to make further contact
Excellent written and verbal communication skills
Strong relationship-building and customer-service skills
Commercial awareness and an understanding of the importance of enquiry conversion
Excellent organisational and diary-management skills
Strong attention to detail
Ability to manage multiple enquiries and clients simultaneously
Confidence using Microsoft Office, email, spreadsheets and electronic systems
Understanding of confidentiality, GDPR and information governance
Ability to work independently and take ownership of responsibilities
Ability to recognise when a question requires clinical rather than administrative input
Ability to work towards agreed performance and conversion targets

Desirable experience

It would be particularly beneficial to have:

Previous experience within private healthcare
Experience within autism, ADHD, psychology, therapy or neurodevelopmental services
Experience in healthcare sales, patient/client acquisition or business development
Experience coordinating clinical assessments or appointments
Experience selling higher-value professional services
Experience using a CRM or managing a sales/enquiry pipeline
Experience monitoring sales or conversion KPIs
Knowledge of autism and ADHD assessment pathways

Personal qualities

We are looking for someone who is:

Warm, personable and approachable
Confident and comfortable speaking with new people
Commercially minded
Proactive and motivated
Organised and reliable
Professional and articulate
Comfortable following up prospective clients
Able to build rapport quickly
Sensitive when discussing potentially personal information
Able to balance commercial objectives with excellent client care
Comfortable taking ownership of an enquiry through to its conclusion

What success looks like

A successful Client Services & Assessment Coordinator will ensure that every genuine enquiry receives aprompt, professional and helpful response, that prospective clients understand exactly what Bloom Clinical can offer, and that people who wish to proceed are supported through a straightforward booking process.

They will actively follow up enquiries rather than simply waiting for prospective clients to return, contribute to increasing Bloom Clinical's assessment bookings, maintain excellent administrative standards and provide a high-quality experience from initial enquiry onwards.

Pay: £25,000.00 per year

Benefits: