Customer Service Advisor

at  Sana

TASK SPECIFIC SKILLS

· Work within the remit of the Policies and Procedures.
· By using customer service skills, give patients (both current and potential) a one-stop contact point for all queries.
· Following processes to keep accurate records of discussions/correspondence with patients and making this information available to all users
· Meeting departmental KPIs
· Actively seeking feedback from patients regarding their journey at the hospital.
· To assist with the preparation of paperwork required for both inpatient and outpatient appointments, including cancellations and clinic lists and liaising with both clinical and administrative departments.
· To undertake administrative duties to include filing, preparing lists, referral letters and retrieval of patient notes, ensuring that all records and statistics are kept up-to-date.
· To be responsible for ensuring all relevant enquiries referring to the Customer Service are handled efficiently and effectively, liaising with patients, Consultants and other relevant hospital staff to maximise clinic usage.
· Preserve the confidentiality of patient information. You will be working with and have access to highly confidential information and the need to respect this confidentiality is of the utmost importance.

JOB PURPOSE

Our Customer Service Advisors will need to provide superior customer service and administrative support ensuring that the service users experience is to the highest standard.
To support the Customer Service Manager in the delivery of exceptional patient care and service levels.
Act as a role model, always treating colleagues and patients with respect and kindness.
The Customer Services Team will provide a ‘one-stop shop’ for all patient queries, whether by email, phone or post and including enquiries such as bookings requests; price enquiries; general questions around the clinic (location, consultants, facilities). The Customer Service delivery is essential to the running of this clinic and supporting our clinical team to deliver the care required.