Customer Experience Specialist

Abtrace; Greater London; Hybrid; GBP 32,000 - 45,000; Full time

Benefits offered by this job

Private Pension

Remote working

Paddington office access

Generous leave

Job summary

Abtrace is a London-based health tech company delivering digital health software to GP practices. We seek a Customer Experience Specialist to ensure clients achieve the best outcomes with our platform.

The role focuses on onboarding GP practices, delivering tailored training, and driving adoption. You will collaborate with clinical, product, and tech teams to support ongoing success and renewal discussions.

Qualifications

• Experience in a GP practice setting or solid NHS knowledge preferred.
• Exceptional interpersonal and communication skills for professional relationships.
• Strong organisational and self-direction abilities to work independently.
• Solid understanding of GP practice operations and related workflows.

Responsibilities

• Onboarding: guide GP practices through onboarding, configure Abtrace, and be the primary client contact.
• Training & Support: deliver tailored user training and teach recall searches within Abtrace.
• Proactive Engagement: monitor usage data to maximise adoption and renewals.
• Feedback & Collaboration: gather user feedback and work with Activations and product teams to improve processes.

Skills

GP practice operations

NHS familiarity

Relationship management

Communication skills

Organisational skills

Tools

EMIS/SystmOne

Job description

The Company

Abtrace is a health tech company based in London, with a team of doctors, researchers, developers and data scientists that bring together software engineering, machine learning expertise and medical experience to build clinical algorithms to support primary care clinicians.

The team is dedicated to creating digital health software to deliver Population Health interventions individualized to patients. This involves the continuous scanning of the entire health record of a patient to detect signals of deterioration, early onset of new disease and opportunities for preventative interventions. Our innovative platform empowers GP practices, Primary Care Networks (PCNs), and Integrated Care Boards (ICBs) to streamline patient management, improve outcomes, and maximise funding.

We work with over 600 primary care practices covering 2.5 million patients.

The Role

We are seeking a skilled professional to become a member of our team as a Customer Experience Specialist, to ensure our clients achieve the best possible outcomes with our software.

If you meet the following criteria, we want to hear from you:

• A solid understanding of how GP practices operate
• Understanding of QOF and monitoring recall
• Exceptional people skills
• Enthusiasm for technology in primary care

The ideal candidate will bring a strategic mindset, operational expertise, and a commitment to fostering great customer relationships, to ensure our clients achieve the best possible outcomes with our software.

Responsibilities

This is a customer facing role and responsibilities include:

• Onboarding:
  • Guide GP practices through the onboarding process, ensuring smooth setup and configuration of the Abtrace platform.
  • Build and maintain strong relationships with clients, acting as their primary point of contact.
• Training & Support:
  • Deliver effective user training sessions tailored to various team members within a practice.
  • Use your experience in recall searches to teach users how to build these within the Abtrace software.
  • Offer continuous support by addressing issues promptly and collaborating with the broader team - including technical, product, and clinical members - to deliver solutions swiftly.
• Proactive Engagement:
  • Track client usage data to uncover opportunities for enhanced utilization and maximize adoption.
  • Take proactive measures to guarantee that practices gain the greatest benefit from the software and can effectively utilize new features.
  • Conduct renewal discussions by presenting compelling, evidence-supported value propositions linked to clinical outcomes and usage data.
• Feedback & Collaboration:
  • Gather and relay user feedback, feature requests, and possible enhancements to the internal team to assist in shaping the roadmap.
  • Work closely with the Activations team to exchange insights and develop process enhancements that guarantee a smooth customer experience.

Essential Criteria

• Experience in a GP practice setting or a solid understanding of the NHS or healthcare system is preferred.
• Exceptional interpersonal and communication skills, with a proven ability to build and nurture professional relationships.
• Strong organisational and self-direction capabilities, able to manage your time effectively while working independently.
• Solid understanding of GP practice operations, including workflows, use of searches in EMIS/SystmOne, and how these have implications for practice performance / payments.
• Foundational understanding of recall for QOF, Locally Commissioned Services, and Medication Monitoring.
• Proven experience in relationship management or customer-facing roles.

Benefits

• Competitive salary, depending on experience
• Private Pension
• Generous maternity/ paternity leave
• Flexi working & possibility for remote working
• Company's office in Paddington - easy commute and comfortable surroundings
• Motivated, highly functioning, multi-disciplinary team
• Opportunity to be involved in ground-breaking technology impacting patient health