Customer Services Coordinator

HCA Healthcare UK; City of Westminster; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Private Healthcare Insurance

Private pension

Cycle to Work

Season Ticket Loan

Corporate staff discounts

Job summary

HCA Laboratories in London is seeking a Customer Services Coordinator to be the main contact for patients and clients, handling calls, mail distribution and test requests, and supporting the Commercial Team.

You will work 37.5 hours per week across shifts between 07:30 and 20:00, with benefits including private healthcare, pension, cycle to work, and a season ticket loan.

Qualifications

• Knowledge of different sample types and suitability.
• Experience of using switchboard/telephone system.
• Understanding of Expanse computer system and test mnemonics.
• Knowledge of medical and laboratory terminology.

Responsibilities

• Incoming call handling and distribution.
• Incoming/outgoing mail distribution.
• Taking telephone requests for additional tests.
• Assist with telephone enquiries from clients/Hospitals/Consultants.
• Preparation and distribution of letters and correspondence (e.g. mail merge).
• Understand the requirements of 3rd Party Clients.
• Understand test requirements/turnaround times.
• Liaise with General Lab Assistants / couriers.
• Scanning of all blood request forms.
• Provision of provisional price quotes to clients.
• Franking of post.
• Management of Customer Care mailbox.
• Provide support to the Commercial Team and other departments within the Laboratory.
• First point of contact for E-Courier and other transport services.

Skills

Telephone handling

Switchboard experience

Expanse system knowledge

Medical terminology

Customer service

Tools

Expanse

Job description

Customer Services CoordinatorHCA Laboratories, London – Shropshire HousePermanentFull Time, 37.5 hours per weekShifts between 07:30 and 20:00hrsWe have an exciting opportunity for a Customer Services Coordinator to join our HCA Laboratories team based in Shropshire House, London. Within this role, you will be the main point of contact, managing all telephone enquiries efficiently and accurately.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. You’ll be part of a wider team with a unique sense of purpose, one that helps improve lives on a daily basis.What you’ll do:Incoming call handling and distributionIncoming/outgoing mail distributionTaking telephone requests for additional testsAssist with telephone enquiries from clients/Hospitals/ConsultantsPreparation and distribution of letters and correspondence. (e.g. Use of mail merge)Understand the requirements of 3rd Party ClientsUnderstand test requirements/turnaround timesLiaise with General Lab Assistant’s /couriersScanning of all blood request formsProvisional price quotes to ClientsFranking of postManagement of Customer Care mailboxProviding support to the Commercial Team and other departments within the LaboratoryFirst point of contact for E-Courier and other transport servicesWhat you’ll bring:Knowledge of different sample types and suitabilityExperience of using switchboard/telephone systemUnderstanding of Expanse computer system and test mnemonicsKnowledge of medical and laboratory terminologyWhy 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 Customer Services Coordinator, 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 youPrivate Healthcare Insurance for treatment at our leading hospitalsPrivate pension contribution which increases with length of serviceSeason Ticket Loan and Cycle to Work schemeGroup Life Assurance from day oneCritical illness coverEnhanced Maternity and Paternity payCorporate staff discount for all facilities including Maternity packages at The PortlandComprehensive range of flexible health, protection and lifestyle benefits to suit youDiscounts with over 800 major retailersCulture and valuesAt 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 individualKindness and compassion: We treat people with kindness and compassionHonesty, integrity and fairness: We act with absolute honesty, integrity and fairnessLoyalty, respect and dignity: We trust and treat one another as valued members of the HCA UK family with loyalty, respect and dignityReasonable adjustmentsWe 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. Should you require any additional support with applying, please do get in touch.#LI-AP1