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Patient Support Advisor

4 months 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 amazing team in Farringdon, London..

**Summary of Role**:
Their expertise and rapport building will enable them to proactively manage a patient’s query with professionalism, accuracy and in a timely manner with exceptional empathy, ensuring they are equip with the necessary tools 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 and managed as best as possible at first touch.

Alongside this, a successful Patient Support Executive will be trained to have an extensive knowledge of our treatments and how to manage individual patient requirements in a timely and professional manner.

**Key Responsibilities**:

- Manage new enquiries to support the team in an efficient and professional manner.
- Offer relevant and accurate information, support and guidance on our range of services and treatments
- Ensure internal conversion targets are met through proactive management of sales by service.
- Liaise with clinic managers to ensure relevant appointments and bookings are available.
- Management and booking of new appointments for patients including any associated confirmations.
- Building exceptional relationships and rapports with potential patients.
- Creating statements, invoices and refunds - Taking credit and debit card payments, reconciling invoices and payment records.
- 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.

**Person Requirements - Essential**:

- Experience within a contact centre or customer 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 telephony and typing skills.
- A friendly, caring and compassionate personality.
- Strong organisational and time management skills.
- Maturity to deal with difficult situations with empathy.
- Highly Pro-active with strong common sense with the ability to think on your feet.
- Proven experience within a customer service role - putting patients first, understanding concerns and securing resolutions when issues occur.
- The ability to work under pressure and with stake holders from every level
- Proven experience within a customer service role - putting patients first, understanding customer concerns and securing resolutions when issues occur
- Ability to manage and deal with difficult situations and conversations.
- Appreciation of patient confidentiality.

**Person Requirements - Desirable**:

- Healthcare experience is desirable, but not essential. Luxury customer service experience also desirable.
- Flexible and approachable.
- Enthusiastic in approach.
- Experienced interpersonal skills.
- Attention to detail.
- Proactively able to identify issues that may impact Patients.

**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**: £27,400.00 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