Customer Experience Associate

Scan.com; Greater London; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

An exciting opportunity awaits at a forward-thinking digital health scale-up focused on making diagnostics accessible and efficient. As a Customer Experience Associate, you will be the face of the company, ensuring patients receive top-notch service from booking to scan completion. Join a dynamic team committed to innovation and excellence, where you'll play a crucial role in enhancing patient experiences and driving operational success. With a supportive environment and opportunities for growth, this is your chance to be part of a transformative journey in healthcare.

Benefits

Statutory Pension

Remote or Hybrid Working Options

Personal Development Budgets

28 Days Annual Leave Plus Bank Holidays

Wellness Budget

Access to Talking Therapy

Inclusive Policies

Qualifications

• Experience in a customer-facing environment is a plus.
• Strong verbal and written communication skills are essential.
• Ability to handle multiple tasks concurrently.

Responsibilities

• Manage customer experience from booking to completion of the scan.
• Deliver excellent service across calls, live chats, and emails.
• Problem-solve issues and maintain high standards of quality assurance.

Skills

Customer Service

Communication Skills

Analytical Thinking

Problem-Solving

Multi-tasking

Education

High School Diploma

Bachelor's Degree

Job description

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Startup Talent Catalyst | Champion of Diversity & Inclusion | Building Empathetic, High-Performing Teams

We’re Scan.com, the digital health scale-up making diagnostics accessible, fast, and transparent. Our technology speeds up diagnoses for timely treatments, improving healthcare outcomes for hundreds of patients each day.

We’re doing diagnostics differently, with a portfolio of brands tailored to both patients and providers, all backed by our world-class customer operations team. Our B2C marketplace simplifies booking a scan, making it as straightforward for patients as booking a hotel. Our B2B platforms provide live scheduling at the point of care and harness AI to ease workflows for physicians, attorneys, and providers.

We’re looking for a Customer Experience Associate at an exciting time - our B2B platform is expanding rapidly across insurance, medico-legal 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 continuing growing throughout 2025.

WHAT YOU WILL BE GETTING INVOLVED IN:

As a Customer Experience Associate, your role is to be the external face of the company, dealing with patient enquiries, working with referrers, contacting imaging sites to assist with scheduling and ensuring we are delivering our services both efficiently and excellently. You’ll be passionate about providing an amazing service, and you’ll work cross-functionally with internal and external teams to contribute to team success. You’ll report to the Operations Coordinator to help drive amazing patient experience across the business.

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 team

THE TOP 3 THINGS WE WANT YOU TO ACHIEVE IN YOUR FIRST YEAR ARE:

• Delivering excellent customer service whilst maintaining high standards of quality assurance
• Honing successful relationships with both our suppliers and partners
• Sharing your thoughts about process and service improvements - innovation

WHAT YOU MIGHT BRING TO THE TABLE:

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 of working in a customer/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
• Highly motivated and driven individual with a proactive and self-starter mindset
• Proven ability to achieve and exceed individual and team targets

We keep our interview process short and sweet, and we’re a nimble team that can progress at pace. Here are the stages you can expect, but we might switch up the order of each step depending on team availability:

• Introductory call/interview with Devin, our Senior Talent Partner. The call is usually via telephone and will last around 30 minutes.
• Should it feel like there is an initial fit for all, we will invite you to a video call with the hiring manager for around 45 minutes. This is a more structured interview that will deep-dive into the role and technical needs.
• All of our roles will have a small assessment stage. This might be in person, a take-home assessment or further video calls. Length varies, but we’re mindful of your time and try to keep it as simple as possible.
• Meet the founders and/or other team members. Again, length varies depending on how many people and whether in person or via video call.
• Offer!

BENEFITS:

We go beyond the basics with our benefits package. Here’s what you can expect from us:

• Statutory pension
• All the equipment needed for you to do your role effectively
• Remote or hybrid working options
• Personal Development budgets
• 28 days annual leave plus bank holidays
• Wellness budget to spend via a partner platform
• Access to talking therapy
• Inclusive policies designed by our team, for our team

Diversity at SCAN.COM

Scan.com is committed to eliminating discrimination and encouraging diversity within our team.

We strive to provide equality and fairness for all job applicants and employees, and never discriminate on the basis of gender, marital status, age, race, ethnicity, religion, or physical differences.

We are opposed to all forms of unlawful treatment and discrimination.

Our ambition is for our team and its Board to be representative of the diversity in society, and for every employee to feel respected and able to bring their best selves to work.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

• Industries

  Wellness and Fitness Services

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