Customer Service Advisor

2 weeks ago

Swansea, United Kingdom Sana Full time

**Job Purpose**

Our Customer Service Advisors will need to provide superior customer service and administrative support ensuring that the service users experience is to the highest standard.

To support the Customer Service Manager in the delivery of exceptional patient care and service levels.

Act as role model, always treating colleagues and patients with respect and kindness.

**Principle Duties**:
**Communication**

To welcome, receive, advise and assist patients and visitors to the Hospital, in a caring, approachable and pleasant manner, appreciating the fact that this is the first point of contact, and making the visitor feel welcomed is essential.
- To respond to phone calls from all customers (internal and external) in a caring, approachable and pleasant manner. This will include the answering of incoming calls to the hospital, transferring calls and advising the customer on various topics regarding appointments and procedures.
- Liaise with patients, their families and care givers using clear communication, impeccable interpersonal skills with the ability to invoke professional friendliness, empathy and reassurance at all times.
- Liaise regularly with customer service manager to continually review the service levels being offered
- Ensure improvements are ongoing and that exceptional customer service is offered to all patients at all interactions with the hospital.
- Liaise and communicate with other members of staff as necessary across all departments.
- Liaise and communicate with external services as necessary e.g. deliveries, IT support etc
- To ensure accurate and comprehensive records are maintained using appropriate software.
- Contribute to a supportive working environment by showing empathy, compassion and kindness at all times towards your colleagues.
- Effective interpersonal and listening skills enabling optimum communication with patients and colleagues.

**Planning and Organising**
- Ensuring admissions to outpatients and inpatients is organised projecting a relaxed environment.
- To make appointments for both outpatients and inpatients using hospital software.
- Contribute to the development and update of Policy and Procedures

**Analytical**
- Can identify and react appropriately to changing demands, situations and pressures in the department and prioritise accordingly, ensuring flexible to patients as appropriate.

**Task Specific Skills**
- Work within the remit of the Policies and Procedures.
- By using customer service skills, give patients (both current and potential) a one-stop contact point for all queries.
- Following processes to keep accurate records of discussions/correspondence with patients and making this information available to all users
- Meeting departmental KPIs
- Actively seeking feedback from patients regarding their journey at the hospital.
- To assist with the preparation of paperwork required for both inpatient and outpatient appointments, including cancellations and clinic lists and liaising with both clinical and administrative departments.
- To undertake administrative duties to include filing, preparing lists, referral letters and retrieval of patient notes, ensuring that all records and statistics are kept up-to-date.
- To be responsible for ensuring all relevant enquiries referring to the Customer Service are handled efficiently and effectively, liaising with patients, Consultants and other relevant hospital staff to maximise clinic usage.
- Preserve the confidentiality of patient information. You will be working with and have access to highly confidential information and the need to respect this confidentiality is of the utmost importance.

**Training and Professional Development**
- Participate and contribute to plans of action based on quality improvement activities (audit, feedback, inspection findings etc.)
- Ensure safe use of equipment within the department, undertaking training where necessary.

**Health and Safety**
- To provide a safe environment for the safety and welfare of patients and staff by complying with:

- Health & Safety At Work Act
- Fire Prevention and Management
- COSHH
- Ensure you work to provide a safe environment by complying with Governmental and local policy and recognised guidelines.
- Use risk assessment processes to ensure safety is maintained.
- Using reporting systems effectively to highlight any untoward incidents
- Comply with and supervise compliance with manual handling principles, techniques, policy and guidelines
- Comply with compliance with Infection Prevention and Control principles, techniques, policy and guidelines.

**Job Types**: Part-time, Temporary contract
Contract length: 9/12 months

**Salary**: £11.50 per hour

Expected hours: 20 per week

**Benefits**:

- On-site parking

Schedule:

- Monday to Friday

**Experience**:

- Customer service: 2 years (preferred)

Work Location: In person

Application deadline: 22/03/2024
Expected start date: 01/05/2024

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