Customer Services Administrator

2 weeks ago

Crewe, United Kingdom Baywater Healthcare Full time

**Customer Services Administrator**

**Crewe**

**Full time 37.5hrs per week
- Monday to Friday 9am-5:30pm**

**£10.90 per hour rising to £11 per hour after 3 months**

**Baywater Healthcare - Enhancing Lives**

Join us at Baywater Healthcare, where our mission is to enhance lives every day. We're not just about jobs; we're about making a real difference. Our teams are the driving force behind our ongoing development, and your voice matters.. We take pride in delivering exceptional service, and with us, you'll have the opportunity to develop, feel genuinely proud every day, and work with an outstanding team in a friendly and challenging environment. Join us and be part of the change, making a difference in hundreds of people's lives.

**About the Role**

To work within a dynamic team providing customer service excellence through building and maintaining relationships with all stakeholders whilst working to a high degree of accuracy and adhering to contractual requirements. Ensures proper flow of office procedures for the HOS-AR service. Support the HOS-AR clinical team by carrying out common office duties. Maintains a positive and friendly company image by acting as the first line of contact for patients and healthcare professionals

**What you will be doing**
- Providing a professional and knowledgeable service to all stakeholders
- To undertake patient referrals sensitively and empathetically, being able to communicate with a wide range of people, some of whom may be in distress
- To manage the HOS-AR appointment system ensuring compliance with contractual KPI’s
- To provide telephone support for the HOS-AR team, dealing with both straightforward and complex enquires from a range of sources, including the clinical team, patients, relatives, carers as well as healthcare professionals.
- Ensure messages are communicated accurately and dealt with in an appropriate and timely manner
- Assists in scheduling HOS-AR assessments and produce appointment letters to be sent to patients
- To accurately input, update and retrieve data in a timely manner, using a variety of systems (electronic and paper based), including both patient/client records
- Ensure information is held in a secure and confidential manner in line with General Data Protection Regulations and Information Governance requirements
- Adherence to call requirements, referral processing and any other contractual key performance indicator requirements
- Ability to multitask between differing requirements for all contracts and stakeholders
- To assist in the compilation and reporting of weekly, monthly and quarterly statistics in conjunction with the HOS-AR Contract Manager
- Liaise with Health Centres in relation to the rental of clinic rooms.
- Through self-learning and formal training, develop relevant knowledge, techniques and skills for the role
- To undertake any other appropriate duties when required demonstrating both flexibility and support as delegated
- Build robust relationships through collaborative working with fellow team members and the wider healthcare team
- Contribute to team performance by sharing and implementing best practice ideas

**About You**
- Ability to work collaboratively, with good communication skills
- Ability to prioritise and manage multi projects to time, within the day to day office requirements
- Excellent organisational skills
- Have a professional, capable and eloquent manner with the appropriate gravitas to deal with senior Healthcare Professionals, Commissioners and other customers
- Excellent written and verbal communication skills at all levels - listening, understanding and responding appropriately to identify key facts
- The ability to adapt to change as required by differing contractual requirements
- Understanding/ability to be trained in the requirements of a HOS-AR service
- An ability to engender confidence and trust in the company
- Personal attributes including being highly motivated, persistent and resilient; having a positive, “can-do” attitude, being flexible and assertive, with a high degree of determination to succeed
- Ability to meet pressurised timelines

**How we will reward you**
- Competitive Starting Salary
- Great annual leave package with contractual increases.
- Finance and Protection
- Deals and Discounts - these can include family savings and shopping discounts
- Health and Wellbeing - this includes our Employee Assistance Programme which can support you and your family with individual specialist advice
- Cycle to work scheme
- Car leasing scheme
- Holiday discounts
- Travel and Holiday money

**Diversity & Inclusion**

At Baywater Healthcare, we believe that our diversity is our strength, and inclusion is our commitment. We understand that a diverse and inclusive workplace is not only the right thing to do but also essential for our success in enhancing lives. We are committed to fostering a culture that respects and values the unique perspectives, backgrounds, and talents of

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