Customer Care Assistant

**Moore Performance Customer Care Assistant**

**The Mission of the Customer Care Assistant**

To develop meaningful professional relationships with our patients which leads to lifelong clients for our clinic. Success in this role will be measured in terms of maximising satisfaction, loyalty and attendance rates of our clients as well as the meticulous accuracy of our patient database.

Top 5 Results for the Position:
1. To develop meaningful professional relationships with our patients

2. To convert incoming enquiries into loyal customers

3. To minimise missed appointments and reschedule unavoidable ‘drop-offs’

4. To contact and ‘check
- in’ with patients who have not seen us for 3 months

5. To keep patients and prospective patients informed of our other services, offers and products

**The Role**:
We are looking for a part-time Customer Care Assistant to join our team. In this role you will have the key responsibility of being the first point of contact with our patients. To be eligible for the role you must have previous experience in administration/office work with a strong focus on customer service. You will be expected to be comfortable working in a fast-paced customer focused environment and demonstrate extraordinary attention to detail.

You must be adept at dealing with customers both in person and over the phone, and capable of using your initiative to give excellent customer care.

You will have highly developed organisational skills, being able to prioritise and carry out multiple tasks and meeting deadlines.

You must also be comfortable talking to clients about money, taking payments and handling any customer concerns and questions about cost.

**Who are we**:
Moore Performance Ltd is a respected sports injury clinic business in, Cambridgeshire. Due to our continued success, we need to expand our capacity to meet the increased demand from our customers and continue to provide the best service possible.

Moore Performance is passionate about customer service and is expanding its range of patient services. So, if you have a positive outlook on life; you are flexible; open to change and committed to learning, you could be just the person we are looking for to fill the position that we have in our busy growing clinic.

**Details of the role**

This is a part-time position (20 hours per week) in our St Ives clinic role once our clinic.

We are looking for someone who is interested in growth, learning and becoming part of our team long-term. So this is an great opportunity for someone who:

- Enjoys interacting with people and wants to broaden their customer service experience and skills
- Wants to work in a fast-paced, focused and supportive environment
- Wants to work at a company which will support them to further develop their skills in all aspects of customer service, administration as well as finance and marketing
- Is detail-oriented and takes an organised, systematic approach to achieving results
- Likes the idea of working for a small but growing company where their ideas and contributions will directly impact the company’s success
- Is a self-motivated and quick learner who wants to work for a company that will invest in their education
- Wants a position that will offer opportunities for career advancement and earnings growth

**Responsibilities and activities**:

- Managing inbound phone calls from patients wanting to book appointments
- Answering patient (non-clinical) questions
- Communicating the value of our services (in person and over the phone)
- Dealing with questions regarding charges and payments
- Talking in detail with new patients ensuring that they understand and are committed to our treatment plan (usually a 15-20 minute conversation)
- Ensuring people have a great experience from their first interaction with MPL and arrive excited and with high expectations for their first appointment
- Communicating with patients before and after appointments to ensure they are satisfied (preferably delighted) with all aspects of our service
- Ensuring that all invoices are accurate and sent promptly to the correct person
- Managing all schedules to ensure maximum efficiency and thus revenue for the clinic
- Fostering appropriate warm but professional relationships with patients to reinforce and enhance the reputation of the clinic
- Develop, document and maintain procedures that accurately record the core elements of the role (so that anyone else in the business can carry out key tasks if you are unavailable)

**Skills Required**:

- Ability to hold meaningful and empathetic conversations with prospective patients on the phone (these can last 20 minutes or more)
- Ability to answer all questions in an insightful and knowledgeable manner that increases the likelihood that the person asking will become a patient
- A good memory for names and faces of patients making all our patients feel special on the phone or in person
- A warm and welcoming disposition when greeting patie