Customer Service Professional

Job title: Customer Service Professional

Hours of work: 37.5 hours, Monday to Sunday shifts

Desirable: Minimum 2 years working in healthcare

Principal role & skills:

Responsible for the day-to-day management of a busy Call Centre. Must have excellent interpersonal, written, and verbal communication skills. Able to handle difficult situations politely, friendly, and efficiently. Capable of prioritising a heavy workload and making proactive remedial changes. Able to build rapport with patients and visitors, remaining calm and positive. Show strong leadership and mentoring skills. Ensure the health and safety of patients by adhering to professional standards, clinic policies, and procedures within HFEA and CMA regulations. Communicate effectively with internal and external staff to maintain continuity of patient care, without discrimination or prejudice against any person's sex, religion, age, race, ethnicity, or diversity.

Key responsibilities:

• Actively serve and protect patient health by adhering to professional standards, clinic policies, and procedures within regulatory requirements such as HFEA, CQC, and ISO.
• Understand laws around CMA (Consumer Marketing Authority) and provide patients with detailed information on "next steps".
• Understand the Data Protection Act 1998 and ensure patient information is kept secure to prevent breaches.
• Promote and maintain high standards of patient care following CRGH policies and protocols.
• Provide excellent telephone manners, including opening and closing calls professionally, listening, appropriately directing or transferring calls, and handling calls politely. Follow scripts to convert patients to initial consultations.
• Respond promptly to inbound calls, answering within 30 seconds with a 90% answer rate.
• Transfer calls or raise internal emails when appropriate. Triage voicemails and messages to ensure timely responses.
• Follow up with patients regarding leads, understanding of consultants, and KPIs to meet weekly/monthly targets.
• Motivated to convert patients to book new initial appointments and achieve financial goals, guiding them through their treatment journey.
• Register new patients, book initial consultations, and send relevant consent forms via Engaged MD/DocuSign.
• Review calendars daily to ensure appointment slots are correct and all registration documents are completed, chasing patients for any missing forms.
• Liaise with patients and internal departments to ensure adherence to the patient pathway before treatment.
• Manage checklists to ensure screening test results, treatment plans, and costs are prepared prior to treatment.
• Extract reports weekly/monthly and conduct audits to ensure compliance with fertility advisor checklist requirements.
• Follow up on leads, understanding of consultants, and KPIs to meet targets.
• Stay motivated to convert patients and achieve financial incentives.
• Respond to inquiries and complaints, liaising with colleagues or escalating when necessary.
• Provide aftercare by contacting patients post-discharge and during follow-up periods.
• Respond to reviews, letters, and cards to acknowledge and send good wishes.
• Assist during patient open evenings and promote engagement and registration.
• Support team members and share best practices.
• Complete mandatory training and attend additional training to enhance skills.

What we offer:

• Access to professional development and training opportunities.
• A supportive, collaborative, and inclusive environment.
• Opportunity to impact patients' lives positively.
• Potential for hybrid work after training.
• Pension scheme through Royal London.
• 25 days annual leave plus public holidays.
• Long service benefits after years of employment.
• Wellbeing benefits, shopping, and leisure vouchers via Perkbox.