Customer Service Advisor

NHS; Middlewich; On-site; GBP 22,000 - 28,000; Full time

Job summary

Un NHS recherche un conseiller clientèle pour son département de dépistage du cancer du poumon. Vous serez le premier point de contact pour les patients, gérant les réservations de rendez-vous et les demandes d'information. Ce rôle nécessite d'excellentes compétences en communication et une attention particulière au service client.

Qualifications

• Expérience dans le service à la clientèle.
• Formation en soins aux patients souhaitée.
• Bonne compréhension de la confidentialité des patients.

Responsibilities

• Gérer les appels entrants pour prendre ou modifier des rendez-vous.
• Développer des relations avec les principales parties prenantes.
• Assurer la conformité avec les normes de qualité.

Skills

Communication verbale

Gestion des appels

Compétences organisationnelles

Sensibilité au client

Education

GCSE ou équivalent

Job description

As a Customer Service Advisor in our Lung Screening department, youll be the first point of contact for all patient enquiries relating to appointment scheduling in our busy office based in Middlewich.

Main duties of the job

To be successful in the position, youll be able to communicate with members of the public from a variety of different backgrounds and be able to rely on your organisation skills to meet the requirements of our patients. Youll also be Flexible and be able to work in our in weekly working pattern as required.

About us

InHealth is the UKs largest specialist provider of diagnostic and healthcare solutions. Our aim is to make healthcare better for patients by working collaboratively with the NHS to deliver a range of high-quality tests, scans, assessments and procedures. In the last year, we have supported more than 5 million people in their healthcare journeys, the majority of these are NHS patients and service users.

As a people-focused organisation, our teams are integral in how we deliver our services and our values of Trust, Passion, Care and Fresh Thinking underpin everything we do, influencing the way we interact with patients, customers, and colleagues.

Our mission is to be the preferred provider of high-quality diagnostics and healthcare solutions in hospitals and in accessible community settings, serving patientsfrom 1,000 locations by 2025.

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Job responsibilities

Role: Customer Service Advisor

As a Customer Service Advisor in our Lung Cancer Screening department, youll be the first point of contact for all patient enquiries relating to appointment scheduling in our busy office based in Middlewich. To be successful in the position, youll be able to communicate with members of the public from a variety of different backgrounds and be able to rely on your organisation skills to meet the requirements of our patients. Youll also be Flexible and be able to work in our in weekly working pattern as required.

Duties

• Complete telephone triage consultation to establish risk scores and eligibility for any further assessment.
• Handle inbound calls from patients needing to book or amend appointments
• Manage telephone queries from patients
• Contact patients who require follow up appointments to ensure they are booked within recommended NHS guidelines.
• Escalate any issues as and when they arise.
• Maintain accurate data on internal systems for reporting purposes.
• Adhere to robust quality assurance measures to meet national standards.
• Develop and maintain excellent relationships with all key stakeholders.
• Make healthcare better for our patients.

Experience

• Be experienced in dealing with customers and/or patients and know how to handle their queries effectively and sensitively
• Educated to GCSE or equivalent Qualifications and or training/experience in Patient Care
• Understand the importance of patient confidentiality and be aware of data protection
• Have excellent verbal and written communication skills
• Have responsibility for the health, safety and welfare of self and others and to comply at all times with the requirements of health and safety regulations
• Maintain and ensure observation of robust internal quality assurance measures to meet national standards
• Be comfortable with audits and reporting

Person Specification

Qualifications

• Please see Job Description
• Please see Job Description

Experience

• Please see Job Description
• Please see Job Description

Additional Criteria

• Please see Job Description
• Please see Job Description

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.