Gemma Forsythe chats to Chloe Phillips about her journey from trainee dental nurse to client experience manager, and the importance to finding your strengths.
Through my Nursing Matters column, I hope to educate, engage and inspire dental nurses.
This month I caught up with Chloe Phillips, a client experience manager for both Lion Dental and Stella Dental, and I think her journey will both inspire and motivate dental nurses. Particularly those who are interested in progressing as a treatment coordinator.
She details her career in dental nursing so far below.
Where it all started
As I sit down to reflect on my journey in the dental industry, I can’t help but feel grateful for the twists and turns that have led me to where I am today. How did I originally get into dental nursing?
Well, it all started with a serendipitous encounter. I had fixed braces for four years from the age of 12 to 16, so I was a regular attendee of a dental practice. However, did I think at the time that I would end up in a dental career? Definitely not!
At the time, I was more focused on becoming a world-touring dancer, so the thought of looking in people’s mouths didn’t really interest me. Many years later, after the realisation that maybe dancing on stage was not my true calling, I realised that I was seeking a career that would allow me to make a difference in people’s lives.
Dentistry seemed to offer just that. Little did I know that my decision to become a dental nurse would lead me down a path filled with growth, learning, and countless rewarding experiences.
Finding my calling
One of my favourite aspects of dentistry is the opportunity to witness the transformative power of a smile. Seeing the positive impact that a confident smile can have on an individual’s self-esteem and overall wellbeing is truly remarkable.
As a dental nurse, I found joy in supporting clients throughout their treatment journey, making them feel comfortable, and providing the highest level of care, experience and treatment. I particularly enjoyed working alongside Triple Diamond Apex Invisalign provider Dr Francesca Dash.
Supporting Invisalign clients throughout their journey and seeing how not only their smile, but their confidence transformed really did fill me with pure joy. I had found my passion.
But as my career progressed from a dental nurse/receptionist to a treatment coordinator, I discovered a new passion: enhancing the overall client experience. I realised that my strengths lie not only in the technical aspects of dental nursing, but also in creating a warm and welcoming environment for our clients.
This led me to take on the role of a client experience manager and allowed me to really focus on fine-tuning the client’s journey.
Enhancing the patient journey
As a client experience manager, my role involves ensuring that every client’s journey is exceptional from start to finish. I work closely with our dental teams to streamline processes, improve communication, and enhance the overall client experience.
From the moment a client walks through our doors to their follow-up care, I strive to make each interaction incredible, memorable and exceptional.
I manage our client experience coordinators who uphold our values and are there to enhance the journey that the client will go on. They get to know every little detail about the client from their favourite football team to their favourite flower. By doing this, it allows the client to feel that the team really cares about them as a person.
I also provide a 24/7 concierge service to all of our clients. If they have a question or a problem, I am available to help. I like to think that if my mum had a dental emergency, someone would be available to help her and offer advice which led us to set up the concierge service.
Embrace your opportunities
Progressing from a trainee dental nurse to a client experience manager didn’t happen overnight. It required dedication, continuous learning, and a passion for excellence.
Along the way, I embraced various opportunities for professional development, including workshops, seminars, and leadership training – the majority of these were done in my own time. These experiences allowed me to grow both personally and professionally, expanding my skill set and equipping me with the tools necessary to excel in my role.
For those aspiring to progress from a dental nurse to treatment coordinator, my advice would be to seek out mentorship opportunities and immerse yourself in learning experiences. Develop a deep understanding of the client’s journey, treatment options, and effective communication techniques.
Embrace challenges and be open to expanding your knowledge beyond dental nursing, as a treatment coordinator role often requires a broader understanding of practice management, treatment planning, and client coordination. I offer mentorship opportunities, so please reach out to me if you would like to discuss your career further.
Most importantly, remember that progress is a journey, not a destination. Embrace every opportunity to learn and grow, and never underestimate the impact you can make on the lives of those you serve.
Looking forwards
As I continue my journey in the dental industry, I am grateful for the amazing clients and dedicated dental teams that have inspired me along the way.
I am honoured to be in a role where I can make a difference, and I look forward to continually enhancing the client experience at Lion Dental and Stella Dental.
Remember, it’s the little moments and the personal connections that truly make a difference in the world of dentistry.
Catch up with previous Nursing Matters columns:
- Let’s talk dental therapy
- Why are dental nurses leaving the profession?
- Hayley O’Neill on saving dental nursing
- Caring for stroke survivors
- Managing stress in dentistry.
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