Patient Care: Appointment & Inquiries Advisor

HCA Healthcare; Prestatyn; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Private Healthcare Insurance

Private pension contribution

Season Ticket Loan

Cycle to Work scheme

Group Life Assurance

Critical illness cover

Enhanced Maternity and Paternity pay

Discounts with retailers

Job summary

HCA UK in Prestatyn, North Wales, is seeking a Contact Centre Advisor to join our busy primary care team. You will handle patient calls and emails, book appointments, and manage information requests with accuracy and courtesy.

The role is full-time (40 hours), on-site, with a rota between 8am–5.30pm Mon-Fri. Strong customer service and clear communication are essential to delivering our high standard of patient care.

Qualifications

• Proven experience within a customer service environment.
• Ability to build rapport with customers, patients, and consultants.
• Demonstrate empathy, patience, and diplomacy to reassure customers.
• Knowledge of healthcare or clinical experience desirable.
• Computer literate.

Responsibilities

• Schedule appointments within the HCA Facilities.
• Handling information requests over the telephone and by e-mail, providing details of facilities.
• Provide rapid response when answering calls, working towards set SLAs and KPIs.
• Disseminating information about hospitals, their services, and their departments, utilising the relevant hospital USPs.
• To administer all enquiries within agreed service levels ensuring all systems are accurately updated in the process.

Skills

Customer service

Communication

Empathy

Telephone handling

Administrative skills

Tools

Computer literacy

Job description

HCA UK in Prestatyn, North Wales, is seeking a Contact Centre Advisor to join our busy primary care team. You will handle patient calls and emails, book appointments, and manage information requests with accuracy and courtesy.

The role is full-time (40 hours), on-site, with a rota between 8am–5.30pm Mon-Fri. Strong customer service and clear communication are essential to delivering our high standard of patient care.