Customer Experience Advisor (Bank)

Healthcare Management Trust; North East; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Full-time opportunities

Bank shift opportunities

Job summary

Healthcare Management Trust is seeking a compassionate Customer Experience Advisor to join our Central Contact Centre. You will handle inbound and outbound enquiries, coordinate bookings and referrals, and support patients across Self-Pay and Private Medical Insurance pathways.

You will work across hospitals and care homes, delivering accurate information, empathy and timely service while maintaining GDPR compliance. Full-time opportunities available with rota-based hours.

Qualifications

• Experience in a contact centre, bookings, patient services or customer-facing environment.
• Excellent verbal and written communication skills.
• Ability to explain services, pathways, fees and funding options clearly and sensitively.
• Experience handling both inbound enquiries and outbound follow-up activity.
• Confident handling of objections and emotive conversations.
• Strong organisational and time-management skills.
• Ability to manage multiple workstreams and competing priorities.
• Confident using CRM systems and patient administration systems.
• Ability to work independently while following processes and escalation routes.
• Strong attention to detail and confidentiality.

Responsibilities

• Handle inbound enquiries by telephone and email, acting as a first point of contact for HMT services.
• Make outbound calls to follow up enquiries, confirm bookings and support progression.
• Triage and coordinate radiology referrals for prompt processing.
• Book outpatient consultations, tests and radiology appointments.
• Explain services, pathways, fees and funding options clearly and empathetically.
• Record interactions, outcomes and funding information accurately in systems.
• Send confirmations, reminders and follow-ups adhering to GDPR.
• Collaborate with colleagues across Contact Centre, hospitals and care homes.
• Contribute to quality assurance and continuous improvement.
• Identify opportunities to improve customer journey and operational efficiency.

Skills

Contact centre experience

Verbal and written communication

Explain services clearly

Outbound follow-up

Objection handling

Organisational skills

Time management

Multi-tasking

CRM systems

Microsoft 365

Record keeping

Confidentiality

Education

GCSE English & Maths

Tools

CRM systems

Patient administration systems

Microsoft 365

Job description

At the Healthcare Management Trust (HMT), we believe that every contact counts.We are looking for a compassionate, confident and customer-focused Customer Experience Advisor to join our Central Contact Centre. This is an exciting opportunity to play a key role in delivering a high-quality, responsive and professional experience for our patients, residents, relatives, referrers and customers.Working across our hospitals and care homes, you will be at the heart of the customer journey, supporting a range of inbound and outbound enquiries, bookings, referrals and follow-up activity.You will support customers across Self-Pay and Private Medical Insurance pathways, helping them understand their options, access the right service and progress their journey smoothly and efficiently.This is a varied role where no two customer interactions will necessarily be the same. You will need to combine excellent customer service with accuracy, resilience and the ability to manage competing priorities in a busy contact centre environment.

What you'll be doing

• Handle inbound enquiries by telephone and email, acting as a first point of contact for HMT services.
• Make outbound calls to follow up enquiries, confirm bookings, issue reminders and support customer progression.
• Support the receipt, triage and coordination of radiology referrals, ensuring these are processed accurately and promptly.
• Book outpatient consultations, diagnostic tests and radiology appointments in line with clinical guidance and service availability.
• Explain services, pathways, appointment processes, fees and funding options clearly and empathetically.
• Support customers using Self-Pay and Private Medical Insurance pathways.
• Handle customer questions and objections confidently, helping customers understand their options.
• Record customer interactions, outcomes, consents and funding information accurately and in real time using patient administration and CRM systems.
• Send appointment confirmations, reminders and follow-up communications in accordance with GDPR and Information Governance requirements.
• Recognise and appropriately elevate clinical, safeguarding or service-related concerns.
• Work collaboratively with colleagues across the Contact Centre, hospitals, care homes, clinical teams and central support functions.
• Work towards agreed KPIs and service standards, including quality, responsiveness, activity, booking progression and customer experience.
• Contribute to quality assurance, training and continuous improvement initiatives.
• Identify opportunities to improve the customer journey and operational efficiency.
• Undertake other reasonable duties in line with the evolving needs of the Contact Centre.

What we’re looking for

We are looking for someone who genuinely cares about providing an excellent customer experience and can combine compassion with a strong focus on accuracy and performance.Essential experience and skillsExperience working in a contact centre, bookings, patient services or another customer-facing environment.Excellent verbal and written communication skills.Ability to explain services, pathways, fees and funding options clearly and sensitively.Experience handling both inbound enquiries and outbound follow-up activity.Confidence in handling objections and potentially sensitive or emotive conversations.Strong organisational and time-management skills.Ability to manage multiple workstreams and competing priorities.Confident using CRM systems, patient administration systems and Microsoft 365.Ability to work independently while following agreed processes and escalation routes.Strong attention to detail and a commitment to accurate record keeping.Understanding of the importance of confidentiality when handling sensitive information.

DesirableExperience working within healthcare or another regulated environment.Experience using patient administration systems.NVQ/BTEC in Customer Service, Administration or Contact Centre operations.Training or experience in Information Governance and data protection.

QualificationsMinimum of GCSE English and Mathematics, or equivalent.

About HMTAt the Healthcare Management Trust, our vision is “to be the most innovative and best quality provider of niche health and social care services.”Our purpose is “to make every contact count, ensuring every resident and patient receives the best possible experience and outcome.”We are caring, enterprising, resourceful, authentic and accountable. We put our residents, patients and people at the heart of everything we do, and we are passionate about finding innovative ways to improve the services we provide.As a Customer Experience Advisor, you will have a direct impact on how our patients and customers experience HMT from their very first contact with us.

Why join us?

• Make a positive difference to patients, residents and their families every day.
• Develop your experience across healthcare, customer service and contact centre operations.
• Work with colleagues across a diverse range of health and social care services.
• Contribute ideas and improvements that can make a real difference to our customers.
• Be part of a supportive team that values compassion, accountability and collaboration.
• Full-time and Bank opportunities
• We are recruiting for a full-time Customer Experience Advisor working on a rota basis across our Contact Centre operating hours of 8:00am to 7:00pm, Monday to Friday.

Typical shifts may include:8:00am–4:00pm9:00am–5:00pm11:00am–7:00pmWe have Bank opportunities available for individuals who are looking for greater flexibility.If you are passionate about delivering outstanding customer service and want to help make every contact count, we'd love to hear from you.

• Please note: This advert is subject to the relevant recruitment checks and requirements for the role.