Patient Advisor

1 week ago


Newport, Newport, United Kingdom St Joseph's Independent Hospital Full time

Job Title: Patient Advisor

Department: Outpatient Bookings

Responsible to: Outpatient Team Lead/Customer Services Manager

Job Summary

The outpatient bookings team provides exceptional customer service, striving to exceed patients', consultants', and colleagues' expectations. The team is target-driven, utilizing soft sales techniques to convert inquiries into appointments. We are seeking a highly motivated, self-driven individual who is eager to develop their career or kick-start their professional journey. The ideal candidate will possess existing knowledge of the private healthcare market and/or sales environment, with a drive to achieve outcomes and make a positive impact. Working within a small team, you will have the opportunity to learn and develop new skills, as well as apply existing ones in a dynamic environment.

Key Responsibilities

  1. Provide efficient and professional customer service to patients, consultants, and colleagues.
  2. Ensure personal and team sales targets are met, utilizing trackers/CRM systems to capture information.
  3. Adhere to all sales processes and maintain accurate trackers to ensure opportunities are maximized.
  4. Develop an in-depth understanding of patient pathways throughout the hospital and knowledge of all consultants/specialties.
  5. Maintain accurate website inquiries, ensuring relevant information is captured in trackers/CRM systems if not converted into an appointment.
  6. Implement an up-to-date and accurate call-back system, providing relevant information at the appropriate time and maximizing sales opportunities.
  7. Manage personal call statistics to contribute to the overall team call performance.
  8. Provide accurate pricing guides to patients.
  9. Ensure all captured data is accurate and appropriate when booking appointments, e.g., correct GP surgery, credit card details, etc.

Additional Information

As a representative of St. Joseph's Independent Hospital, you will be expected to take reasonable care for the health and safety of yourself and others who may be affected by your actions or omissions at work, in accordance with the Health and Safety at Work Act 1974, the hospital's Safety, Health, and Environment Policies, and procedures. You will also be required to cooperate with the hospital on any legal duties placed on it as the employer.

This job description is not designed to be an exhaustive list of duties and responsibilities but represents the current key areas of work. There will be additional duties and responsibilities implicit within the role.

The post holder's duties will at all times be carried out in compliance with Hospital policies and procedures. In particular, the post holder will act in accordance with the Equal Opportunities, Grievance, Disciplinary, and Health & Safety Policies, as well as dealing with complaints, confidentiality, and quality matters.

Staff may be required to work in any department to meet the needs of the service, with potentially variable patterns of work that may include weekend working.

The post-holder must at all times respect the confidentiality of information in line with the requirements of the Data Protection Act and ensure compliance with associated legislative and Hospital policy.

Person Specification

The following specification represents the range of skills, abilities, and experiences relevant to the position. Applicants are expected to meet the attributes that have been identified as essential.

Essential

  • Experience working with a call handling sales team.
  • Experience in customer services.
  • Willingness to learn.
  • Attention to detail.
  • Excellent communication skills.
  • Self-motivated.
  • Target-driven.
  • Excellent IT skills.
  • Problem-solving.

Desirable

  • Further education, e.g., A Level, BTEC.
  • Experience working with CRM Systems.
  • Experience in healthcare.

Job Type: Full-time

Pay: £26,410.00 per year

Benefits:

  • Company pension.
  • Employee discount.
  • On-site parking.

Work Location: In person


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