Customer Experience Associate

at  Scancom

We’re Scan.com, the digital health scale-up that gives patients and clinicians simpler, faster access to diagnostics. As the UK’s largest medical imaging platform, we cover everything from MRIs to mammograms, speeding up the time to treatment and improving healthcare outcomes.
We do diagnostics differently. Our marketplace empowers 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 at an exciting time - our B2B platform is expanding rapidly across insurance, medicolegal and consultant verticals, we’re now offering 10+ scan types, and working with 200+ UK imaging centres. We’ve raised a total of $60m in VC funding, reached profitability, and are geared up to grow over 300% in 2024.
This position will be fully remote within the UK after 1-2 days of onsite training at our London office. This role is only available to those who are based in the UK.

As an early-stage business, you can expect your role to develop over time. Here are some of the types of things you could be getting involved in:

• Managing customer experience through the end-to-end pathway; this is from booking to completion of the scan and everything in between
• Delivering a great experience across all communication channels; this will include calls, live chats and emails with our customers
• Work with wider Scan.com business to ensure our customers receive the best possible experience during each interaction
• Problem-solving when issues arise and escalating where necessary so customer queries can be resolved promptly
• Working closely with external image centres and referrers to resolve operational challenges to drive a positive customer journey
• Achievement of SLAs to ensure customer wait times are kept to a minimum and maintain a high standard of Quality Assurance.
• Adoption of new operational processes; championing innovation within the tea

You don’t need to tick all the boxes to apply for this role. Whether it’s your first role or your fifth role, we believe everyone can add value, learn, and grow. However, these might be some of the ways you are currently adding value:

• Experience working in a customer or patient-facing environment
• Superb verbal and written communication skills to share updates with patients and other medical staff
• Strong analytical thinking and the ability to handle multiple tasks concurrently
• High level of empathy
• Incredibly motivated and driven individual with a proactive and self-starter mindset
• Proven ability to achieve and exceed individual and team targets
• Previous start-up experience is a plu