Customer Experience Associate

4 weeks ago

London, Greater London, United Kingdom Scan Full time

We're Scan.com, a digital health scale-up that empowers patients and clinicians with simpler, faster access to diagnostics. Our platform covers a wide range of medical imaging services, from MRIs to mammograms, speeding up the time to treatment and improving healthcare outcomes.

Our marketplace allows patients to book scans on their own terms and timeframes, while our referral portal gives clinicians admin-free access to imaging nationwide. We're looking for a Customer Experience Associate to join our team at an exciting time, as our B2B platform expands rapidly across insurance, medicolegal, and consultant verticals.

This role will be fully remote within the UK after 1-2 days of onsite training at our London office. As a Customer Experience Associate, you'll be the external face of the company, dealing with patient enquiries, working with referrers, and contacting imaging sites to assist with scheduling.

Key Responsibilities:

  • Manage customer experience through the end-to-end pathway, from booking to completion of the scan
  • Deliver a great experience across all communication channels, including calls, live chats, and emails
  • Work with wider Scan.com business to ensure customers receive the best possible experience during each interaction
  • Problem-solve when issues arise and escalate where necessary to resolve customer queries promptly
  • Collaborate with external image centres and referrers to resolve operational challenges and drive a positive customer journey

What You'll Achieve in Your First Year:

  1. Deliver excellent customer service while maintaining high standards of quality assurance
  2. Build successful relationships with suppliers and partners
  3. Drive innovation within the team by socializing ideas about process and service improvements
  4. Foster positive stakeholder relationships to support cross-functional collaboration
  5. Own internal projects and initiatives to further your professional development and knowledge of the business

What We're Looking For:

  • Experience working in a customer or patient-facing environment
  • Strong verbal and written communication skills to share updates with patients and medical staff
  • Analytical thinking and the ability to handle multiple tasks concurrently
  • High level of empathy and a proactive, self-starter mindset
  • Proven ability to achieve and exceed individual and team targets

Benefits:

  • Salary range of £25,000 - £30,000
  • Statutory pension
  • Healthcare plan
  • Flexible working options
  • Remote or hybrid working options
  • Personal Development budgets
  • 28 days annual leave plus bank holidays
  • Wellness budget to spend via a partner platform
  • Access to talking therapy

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