Clinical Support Expert (Removables), UK at Dandy

London, England, United Kingdom

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£33,200 – £39,000Compensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Dental, Healthcare, TechnologyIndustries

Requirements

Minimum 8+ years of experience in a high-volume lab setting, with experience in digital dental labs being a plus
Minimum 5+ years of experience in 3Shape CAD/CAM digital design in removables appliances
Strong current knowledge of removable appliance dental systems and their digital components (i.e., scan bodies)
Prior experience in a customer-facing role within a lab or dental organization
Customer-focused mindset: driven to connect with doctors, troubleshoot issues, and deliver an exceptional experience
Skilled at building rapport with clinicians, providing empathetic support, and handling complex concerns with professionalism
Confident engaging with doctors in real time via chat, phone, or video calls, answering questions and building trust quickly

Responsibilities

Resolve complex clinical inquiries, handling time-sensitive escalations from frontline agents, Account Management, and cross-functional teams with expert precision and clinical accuracy
Manage booked calls to advise and work to resolve complex, practice-level case issues
Serve as the primary escalation point for inbound clinical support tickets, providing customer service and clinical guidance to doctors via phone, live chat, video and email regarding complex cases, and treatment planning
Act as the liaison between doctors and the lab, translating clinical feedback and preferences into actionable outcomes for live orders
Perform Quality Assurance (QA) reviews of agent work to ensure clinical accuracy and adherence to Dandy standard operating procedures
Act as a Subject Matter Expert (SME) to support and coach new hires, providing specialized clinical training and offering ongoing guidance to the frontline team
Advise on and lead special cross-functional projects aimed at improving clinical processes and outcomes
Assist in the creation, review, and updates of Knowledge Base articles to maintain an accurate and comprehensive repository of clinical information
Propose and oversee the up-leveling of clinical knowledge and quality standards based on trends and doctor feedback

Skills

Key technologies and capabilities for this role

Clinical SupportDental RemovablesTreatment PlanningCustomer ServiceCase ResolutionQuality AssuranceEscalation ManagementClinical GuidanceLab Liaison

Questions & Answers

Common questions about this position

What is the salary range for the Clinical Support Expert role?

The salary range is £33.2K - £39K.

Is this a remote position, or do I need to go into the office?

This is primarily a remote role, but there may be occasional visits to the London location when needed.

What skills and experience are required for this position?

The role requires deep technical knowledge in removables dentistry, clinical accuracy in resolving complex cases, mastery of Dandy digital dental workflows, and experience in quality assurance, training, and customer service for dental professionals.

What is the company culture like at Dandy?

Dandy fosters a rapidly growing, innovative environment focused on transforming the dental industry through technology, with emphasis on world-class support, operational excellence, and cross-functional collaboration.

What makes a strong candidate for this Clinical Support Expert role?

Strong candidates have expertise in handling complex clinical cases in removables dentistry, precision in clinical guidance, ability to meet SLAs for escalations, and skills in training, coaching, and quality assurance within digital dental workflows.

Dandy

Digital dental lab services and software

About Dandy

Dandy provides digital dentistry solutions to dental practices across the United States, enabling them to transition from traditional methods to modern digital techniques. Their services include digital scanning, design, and manufacturing of dental prosthetics such as dentures and implants. Dandy's proprietary Chairside software simplifies the scanning process, allowing dental professionals to perform complex procedures with greater accuracy and efficiency. Unlike competitors, Dandy offers their Chairside software for free, making it easier for practices to scan patients and submit lab cases. The company generates revenue through the manufacturing and sale of dental products based on these digital scans, along with providing clinical support and live scan feedback. Dandy's goal is to enhance patient experiences and improve operational efficiency for dental practices by facilitating the adoption of digital dentistry.

New York City, New YorkHeadquarters

2020Year Founded

$4.2MTotal Funding

SEEDCompany Stage

Enterprise Software, HealthcareIndustries

1,001-5,000Employees

Benefits

Medical, dental, & vision coverage

Parental planning

Mental health benefits

401(k) plan

PTO

Fitness reimbursements

Risks

Competition from established companies like Align Technology is increasing.

Data privacy concerns are rising with digitalization in the dental industry.

Rising raw material costs could impact Dandy's profit margins.

Differentiation

Dandy offers a unique end-to-end digital dental lab service.

Their Chairside software simplifies the scanning process for dental professionals.

Dandy provides free software, earning revenue from dental prosthetics sales.

Upsides

Growing demand for digital dental solutions aligns with Dandy's offerings.

Personalized dental care trend supports Dandy's customized prosthetics services.

AI integration in dental imaging complements Dandy's digital scanning technology.

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