Customer Service Advisor

at  Nuffield Health

KEY ACCOUNTABILITIES:

• To handle enquiries through channels including phone, web and email
• To maximise conversion from enquiry through to treatment
• To provide accurate pricing for patients for their treatments
• To log all enquiries through our CRM system and ensure follow ups are undertaken in a timely manner
• To support consultants with all self-pay bookings
• To advise on medical loan availability
• Liaise with colleagues from around the hospital to ensure self-pay patients can be accommodated at a time that suits their requirements
• To offer a great customer experience at each and every interaction
• Planning and hosting small Consultant led patient information events, online or offline
• Building and nurturing professional relationships with Consultants and clinical teams

WHO WE ARE LOOKING FOR:

You will be a team player that is also capable at working from their own initiative to prioritise working tasks. A true ‘people person’ who understands the need to provide first class service at a time where patients may be distressed or anxious. Previous experience of working in healthcare would be an advantage, but a passion for delivering exceptional service to our customers is essential to the service levels that we pride ourselves on.
The successful candidate will be familiar with measurable objectives and key performance indicators and will be able to see how this important role impacts upon the overall objectives of the hospital. They will also possess the caring and empathetic values that are essential to supporting our patients and be comfortable communicating with a variety of stakeholders on the telephone, in writing or face to face.
This role will also support the sales function of the hospital and so any previous experience in social media management, event planning or marketing assistance will be an advantage.

The Customer Services Advisor will ensure enquiries from customers looking to pay for their own medical treatment are handled efficiently and professionally. Our aim is to deliver a high quality experience for the customer, convert initial enquiries into patient appointments and support the customer through their hospital pathway.
Customers are often contacting the hospital at a time of worry and anxiety as they look to pay for themselves to gain quick access to healthcare due to illness or injury. Customer enquiries are received by phone, email and through our website. The role requires these enquiries to be responded to quickly and effectively, ensuring the customer is provided with the information they require in an empathetic manner to help alleviate their concern. This includes information about appointments, pricing, consultant availability etc.