Contact Centre Advisor-Primary Care

HCA Healthcare; Prestatyn; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Private Healthcare Insurance

Private pension contribution

Season Ticket Loan

Cycle to Work scheme

Group Life Assurance

Critical illness cover

Enhanced Maternity and Paternity pay

Discounts with retailers

Job summary

HCA UK in Prestatyn, North Wales, is seeking a Contact Centre Advisor to join our busy primary care team. You will handle patient calls and emails, book appointments, and manage information requests with accuracy and courtesy.

The role is full-time (40 hours), on-site, with a rota between 8am–5.30pm Mon-Fri. Strong customer service and clear communication are essential to delivering our high standard of patient care.

Qualifications

• Proven experience within a customer service environment.
• Ability to build rapport with customers, patients, and consultants.
• Demonstrate empathy, patience, and diplomacy to reassure customers.
• Knowledge of healthcare or clinical experience desirable.
• Computer literate.

Responsibilities

• Schedule appointments within the HCA Facilities.
• Handling information requests over the telephone and by e-mail, providing details of facilities.
• Provide rapid response when answering calls, working towards set SLAs and KPIs.
• Disseminating information about hospitals, their services, and their departments, utilising the relevant hospital USPs.
• To administer all enquiries within agreed service levels ensuring all systems are accurately updated in the process.

Skills

Customer service

Communication

Empathy

Telephone handling

Administrative skills

Tools

Computer literacy

Job description

Contact Centre Advisor - Primary Care

Prestatyn, North Wales

Fulltime:40hours per week

Salary: £28,912 per annum

Shift times: You will work on a rota basis with flexible shift options, currently between 8am-5.30pm Monday-Friday.

Permanent

We’re looking for a Contact Centre Advisor to join our team based in Prestatyn. Our Contact Centre Advisors take in excess of over 55,000 patient calls per month and are the first point of contact for our patients and customers.

HCA has been founded on 5-star exceptional service. Our team here, ensure that all patients receive that VIP treatment from the initial call.

As a Contact Centre Advisor, you’ll be Working within a highly focused, high volume, supportive, collaborative team. You will be responsible for making patient appointments and handling information requests over the telephone and by email. You will be collecting customer information and data to support patients booking, so great administrative skills and attention to detail are key.

Above all else, we’re committed to the care and improvement of human life. It’s this guiding vision that influences everything we do at HCA UK. From the CEO to the colleagues on the floor we all have a part to play in delivering exceptional care to our patients. Other’s may think this is just a role in our Contact Centre team, but to us, you’ll be part of a wider team with a unique sense of purpose, one that helps improve lives daily.

What you’ll do:

• Schedule appointments within the HCA Facilities
• Handling information requests over the telephone and by e-mail, providing details of facilities.
• To provide rapid response when answering call working towards set SLAs and individual KPIs.
• Disseminating information about hospitals, their services, and their departments, utilising the relevant hospital USPs.
• To administer all enquiries within agreed service levels ensuring all systems are accurately updated in the process.

What you’ll bring:

• Proven experience within a customer service environment.
• Ability to build excellent rapport with customers, patients, and consultants building strong relationships quickly and have the listening and communication skills to inspire confidence.
• Demonstrate empathy, patience, and diplomacy to reassure customers, overcome challenges and deliver the highest standards of customer service.
• Knowledge of healthcare or clinical experience is desirable but not essential.
• Computer literate.

Why HCA UK?

Originally founded over 50 years ago by Dr Thomas Frist, HCA has gone on to become one of the world’s leading healthcare providers. In the UK, we’re one of the largest providers of privately funded healthcare and have invested over £500 million in the latest treatments, technology, techniques, medication and facilities. Being part of a large multisite, established healthcare group we can offer you unrivalled opportunities for career progression through internal and external courses, as well as working conditions that prioritise both your mental and physical wellbeing.

By caring for our employees, we empower them to provide exceptional care for our patients. That’s why we offer a host of flexible benefits that reflect the invaluable contribution they make every day. As a Contact Centre Advisor you’ll be eligible for:

• 25 days holiday each year (plus bank holidays) increasing with service, with option to buy or sell leave to suit you.
• Private Healthcare Insurance for treatment at our leading hospitals.
• Private pension contribution which increases with length of service.
• Season Ticket Loan and Cycle to Work scheme.
• Group Life Assurance from day one.
• Critical illness cover.
• Enhanced Maternity and Paternity pay.
• Corporate staff discount for all facilities including Maternity packages at The Portland.
• Comprehensive range of flexible health, protection and lifestyle benefits to suit you.
• Discounts with over 800 major retailers.

Culture and values

At HCA UK we believe exceptional care starts with our people. We celebrate the unique perspectives and different experiences each of us bring as we know that when you feel seen, heard and supported you can be at your best for our patients, and each other.

Our mission is simple, above all else we’re committed to the care and improvement of human life, a clear statement that extends to both our patients and colleagues. To achieve this, we live and breathe four core values:

• Unique and Individual : We recognise and value everyone as unique and individual
• Kindness and compassion: We treat people with kindness and compassion
• Honesty, integrity and fairness: - We act with absolute honesty, integrity and fairness
• Loyalty, respect and dignity: We trust and treat one another as valued members of the HCA UK family with loyalty, respect and dignity

Reasonable adjustments

We believe everyone should feel comfortable to bring their full self to work and be afforded the same opportunities. As a Disability Confident committed organisation, we’re happy to discuss flexible working arrangements to suit your needs as well as offer reasonable adjustments throughout our recruitment process, and in the workplace, to anyone that needs them.