Patient Support Advisor

3 weeks ago

London, United Kingdom CREATE Fertility Full time

**About Us**

CREATE Fertility is one of the leading IVF and fertility treatment providers with centres across the UK. We are pioneers of Natural and Mild IVF, a form of IVF which uses either no or low dosages of fertility drugs.

Our treatments are gentler, safer and more affordable than other clinics and we continue to invest in new innovation.

We are looking for an energetic, talented individual to join the team in our central London office.

**Summary of Role**:
Their expertise and vast knowledge of our products and services will enable them to establish information from potential new patients and offer relevant advice or bookings. A successful Patient Support executive will be required to promote and convert sales of treatments and services which are appropriate for individual patient requirements.

Working very closely with colleagues, Dr’s and Nurses from our Clinics across the country to ensure the importance of our patients IVF options and fertility treatments are always the priority.

Shift patterns will include weekends and evenings in rotation, as required and with notice.

**Key Responsibilities**
- Converting new enquiries into the support team in an efficient and professional manner
- Offer relevant and accurate information, support and guidance on our range of services and treatments
- Building exceptional relationships and rapport with potential patients
- Ensure internal conversion targets and are met through proactive management of sales through service
- Responding promptly and articulately to patient requests via all inbound channels
- Management and booking of new appointments for patients Creating invoices and refunds - Taking credit and debit card payments
- Maintaining absolute discretion and confidentiality
- Delivering emotional support and empathy within sensitive situations
- Acting in accordance with CREATE’s policies and procedures, the DPA and our HFEA regulations
- Delivering and ensuring KPI’s are met/exceeded
- To be able to work as part of a team and individually

**Key Results/ KPIs**
- Service performance level
- Initial consultation conversion
- Patient feedback

**Person Requirements - Essential**:

- Experience within a contact centre/sales service environment
- Able to work as part of a team, but also to take initiative individually
- Exceptionally empathetic - a clear and confident communicator with excellent communication and typing skills
- A friendly, caring and compassionate personality
- Strong organisational and time management skills
- Maturity to deal with difficult situations with a smile and empathy
- Highly Pro-active and motivated by targets
- Patience and attentiveness - The ability to listen and appreciate customer’s situations
- Proven experience within a customer service role - putting patients first, understanding customer concerns and securing resolutions when issues occur
- The ability to work under pressure and with stake holders from every level
- Appreciation of patient confidentiality
- Attention to detail
- Willingness to learn

**Person Requirements - Desirable**:

- Healthcare experience is desirable, but not essential
- Luxury customer service experience also desirable
- Outbound sales experience within a high-end/luxury sales by service environment. (Not cold calling)
- Flexible and approachable
- Enthusiastic in approach
- Experienced interpersonal skills

**Benefits include**:

- 25 days holiday plus a day off on your birthday
- Increasing annual leave for every full year worked up to 30 days (includes birthday)
- Perkbox (employee platform - discounts in shops, cinemas, free mobile insurance etc.)
- Pension Scheme
- Cycle to work Scheme
- Private healthcare
- Life insurance (4 times your salary)
- Season ticket loan
- Enhanced Months maternity pay

**Job Types**: Full-time, Permanent

**Salary**: £25,000.00 per year

Ability to commute/relocate:

- London, EC1N 8XA: reliably commute or plan to relocate before starting work (required)

Application question(s):

- What interests you about this role?
- What is your current notice period?
- How many years of customer service experience do you have?

Work authorisation:

- United Kingdom (required)

Work Location: In person

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