Private Patient Co-ordinator

3 months ago

Shrewsbury, United Kingdom Newmedica Full time

Who are we?

Newmedica are one of the leading providers of NHS ophthalmology services in England, providing outpatients appointments, diagnostic testing and eye surgery. We aim to change lives through better sight and eye health.

We care for thousands of NHS and private patients a year in our specialist eye clinics across the country. We have significant growth plans over the next few years as we look to establish a national footprint and open many new sites across the UK.

We are thrilled to say that following an independently conducted survey of Newmedica colleagues, we have been certified as a Great Place to Work®. This is a global benchmark that recognises employers who create an outstanding employee experience.

Role overview

We are looking for a new Private Patient Coordinator to join our Shrewsbury site. This will be 40 hours over 5 days per week. The role will include hybrid working and a full UK Driving License is essential.

As a Private Patient Co-ordinator, you would be responsible for ensuring that Private Clinics are set up and managed appropriately with all relevant administration completed, and that private patients have a fantastic experience with us from the first point of contact, through to the end of their treatment pathway. Private Patient Co-ordinators are also the central point of contact for all telephone queries from both patients and clinic staff regarding Private Patients, and also for ensuring all initial enquiries and referrals are dealt with within the required KPIs.

Continuation of Private Business growth is a vital part of the role by building new leads thorough Marketing and Advertising whilst conducting weekly relationship building with Optometrists by field visits to Opticians.

It’s a really varied role so we’re looking for someone who loves working in a fast-paced environment where every day is different, other responsibilities would include organising Bi-monthly CPD events and liaising with Local Optometry Committee.

What skills and experience do I need?

We’re looking for someone with previous experience, ideally in a sales and marketing capacity. Ideally, you’ll have worked in a healthcare environment before preferably with an Optical background, but this is not essential.

We’ll provide full training on things like our systems and processes, but the following elements will be advantageous:

- Experience of working in an Optical environment would be advantageous but not essential
- Experience of working in a customer service-based environment and a passion for delivering excellent service and care over the telephone, via written communication and face to face
- Experience of carrying out various administrative tasks and working in an administrative function
- Experience of managing complaints or challenging situations and providing solutions to resolve issues.

SKILLS & PERSONAL ATTRIBUTES
- Proven customer service skills with a passion for customer care
- Outstanding telephone manner with the ability to adapt approach to different situations.
- Committed to delivery of consistently high standards in all areas of responsibility at all times
- Proven administrative skills including the ability to follow processes
- Good organisation skills and the ability to multi-task
- Ability to reassure and support patients in a healthcare setting where people may be nervous or anxious about treatment
- Able to balance working independently with appropriate escalation
- Ability to effectively juggle and manage a busy and varied workload
- Whilst Newmedica would not tolerate harassment or bullying, some callers (clients, carers and staff) may be distressed, anxious or aggressive through stress. Staff must be able to respond to all callers with tact, diplomacy and kindness.
- Excellent verbal and written communication skills.
- Self-starter with the ability to work on own initiative, as well as working well within a team.
- Enjoys the routine and rhythm of a process driven environment.
- Excellent computer skills. Comfortable with Microsoft Office products and the ability to learn new patient record systems.
- Full UK Driving Licence.

What we’re offering
- A salary of £23,500 + commission (to be agreed)
- 25 days annual leave plus bank holidays
- A company pension scheme
- Access to a range of benefits including free eye tests, discounted or free glasses, a free 24/7 well-being/counselling/advice service and a retail/technology discount
- An environment where your learning and development is supported through a range of various learning tools and courses.
- Working with a friendly multi-disciplinary team passionate about improving the lives of our patients
- A bright, spacious and modern working environment, built to the highest standards

Newmedica is fully committed to safeguarding the welfare of all people, irrespective of gender, age, disability, sexual orientation, race, language, religion, ethnic or social origin.

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