Thinkers & Retentions Agent

5 days ago

Glasgow, Glasgow City, United Kingdom Electiva - Manchester Full time £26,500 - £42,000 per year

Role Overview:

We are seeking motivated and persuasive individuals to join our team as Thinkers Agents and Retentions Agents. This role is critical in guiding potential patients who have not yet committed through to conversion and supporting existing patients to retain their bookings, ensuring a seamless patient experience while protecting revenue for the business.

Key Responsibilities:

Thinkers Agent:

  • Engage with potential patients who have not yet committed to a treatment or procedure.
  • Understand the patient's concerns, questions, and hesitations, providing tailored information to overcome objections.
  • Follow up on leads from initial sales agents, building trust and confidence to secure bookings.
  • Maintain accurate records of patient interactions and outcomes.
  • Work closely with the sales team to ensure a smooth handover of leads.

Retentions Agent:

  • Manage patient retention cases, handling cancellations and rescheduling requests.
  • Identify reasons for cancellations and implement strategies to retain bookings wherever possible.
  • Liaise with Operations and the wider Contact Centre team to ensure patients' needs are met while protecting business interests.
  • Provide excellent customer service, ensuring a positive patient experience throughout.
  • Maintain detailed and accurate records of retention efforts and outcomes.

Requirements:

  • Previous experience in sales, customer service, or patient-facing roles preferred.
  • Strong communication and persuasion skills, with the ability to build rapport quickly.
  • Empathetic and patient-focused approach, understanding individual concerns.
  • Excellent organizational and time-management skills.
  • Ability to work in a fast-paced environment and adapt to changing priorities.
  • Comfortable working to targets and KPIs.

What We Offer:

  • Competitive salary with performance-based incentives.
  • Comprehensive training and ongoing development.
  • Supportive team environment with career progression opportunities.
  • Opportunity to make a real difference to patients' lives.

Location: Glasgow clinic/ Remote

Department: Retentions Team

Reports To: Head of Customer Operations

Job Type: Full-time

Pay: From £25,396.80 per year

Benefits:

  • Company pension
  • Employee discount
  • Work from home

Work Location: In person

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