Enquiries Co-ordinator

We have an exciting opportunity for an **Enquiries Co-ordinator** to join our team based in **Hemel Hempstead.**You will join us on a full-time, permanent basis, and in return, you will receive a **competitive salary plus benefits.**

At **OSD Healthcare**, our mission is to make private healthcare affordable and accessible, providing outstanding patient care - 7 days a week, 365 days a year. Our flagship outpatient, dental, physio, and diagnostic clinic features state-of-the-artequipment and an exceptional, quality environment for patients and staff.

We are dedicated to making a positive impact on the lives of those around us - for our staff as well as our patients, and we recognise that what’s important in work goes far beyond pay - including the environment you work in, the people you work with andthe benefits and opportunities that come as part of a total reward package.

**Benefits we offer**:

- 33 days annual leave inc of bank holidays
- Contributory pension scheme
- Eye care vouchers
- Retail discount vouchers
- Refer a friend scheme
- Bourne Leisure Holidays, Snow Centre (Hemel Hempstead), and Hollywood bowls discount
- Local gym subsidy
- EAP Service (Health Assured)
- Private Healthcare
- Free on-site parking

As our **Enquiries Co-ordinator,**you will be responsible for intercepting, logging, handling and booking all incoming enquiries and referrals received by OSD Healthcare. The focus of this role is to convert enquires and referrals into bookings

**Your responsibilities will include**:

- Responsible for intercepting, logging, handling and booking all incoming enquiries and referrals received by OSD healthcare via all channels to maximising the return on investment from digital marketing, communications and business development initiatives.
- To follow the referrals handling process by adding all enquiries received onto the appropriate waitlist on Compucare.
- Continuously working towards maximising lead conversion, efficiently utilising all available OSD resources.
- To identify the need of the enquirer, providing them with the relevant information about the service, Consultant/Clinician, pricing, and payment methods.Providing accurate and quality information on all OSD services to patients.
- Liaise with clinical and non-clinical departments to ensure correct information is given for pricing quotations, ensuring accurate written and verbal quotations are provided. Contacting patients by phone to ensure required deposits for appointments, treatmentor procedures are received in full before appointment/ admission takes place.
- To build and maintain relationships with consultants, requesting ad-hoc clinic availability.
- Engage with patients, consultants and external providers as well as staff members across all other departments at OSD Healthcare to provide them with outstanding customer service.
- Work in a calm and organised manner even at times of stress or pressure.
- Dealing with upset or irate patients in a calm, professional and reassuring manner
- Work with and support Service & Self-pay manger and Marketing team to maximise return on marketing investment and deliver on the marketing strategy.
- Work with and support the Business Development Team to engage and retain consultants, GPs, PMIs and other referrers to deliver on the sales plan.
- To ensure all appointments are assessed for clinical appropriateness by relevant clinicians.
- To ensure that correct data and information for sales and marketing purposes is captured and that this is entered accurately in the systems. This is to be done in line with OSD defined format, timelines, and frequency.
- To manage all data records, following all data protection regulations and guidelines.
- To ensure knowledge is fully up to date with all service offerings, pricing, and PMI information.
- To escalate any feedback or complaints from patients following appointment or procedures, escalating when necessary.
- To work flexibly as part of the team and to undertake any other relevant duties as required in the post.
- To ensure confidentiality at all times, being an ambassador for the enquiries team and providing an excellent quality of service.
- Demonstrate OSD healthcare values.
- Good standard of general education with GCSE (or equivalent) including English and Mathematics.
- Experience of working within a enquiries team, hospital admin or call centre/tele sales environment.
- Administration and clerical experience
- Experience of dealing with the public/patients.
- Ability to engage at all levels with patients, Consultants and senior management
- Strong customer service skills
- A can-do attitude
- Good keyboard and computer skills.
- Excellent communication skills both written and oral.
- Ability to prioritise workload
- Ability to work as part of a team

Click **apply** today to be considered for the **Enquiries Co-ordinator**role - we would love to hear from you