Customer Service Professional

Job Description

Job title: Customer Service Professional

Report to: Fertility Advisor Manager Customer Head of Operations

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 deal with difficult situations in a polite, friendly, efficient manner. Ability to prioritise a heavy workload and proactively make remedial changes when necessary. Able to easily build rapport with patients and visitors remaining calm and positive in all work situations. Show strong leadership and mentoring skills. Serve and protect the health care of the patient(s) by adhering to professional standards, clinic policies and procedures within HFEA and CMA regulations. To communicate effectively with all internal and external staff with the aim to maintain continuity of patient care. Act at all times without discrimination or prejudice against a person's sex, religion, age, race, ethnicity, quality, or diversity.

Key responsibilities:

• Actively serve and protect the health care of the patient by adhering to professional standards, clinic policies and procedures within regulatory requirements, such as HFEA, CQC and ISO. Understand the laws around CMA (Consumer Marketing Authority) and provide patients with detailed information on "next steps".
• Understand the laws around the Data Protection Act 1998 and how to ensure patient identifiable information is always kept secure, whether by phone, in person, email, post etc to avoid a breach of their confidential information being shared.
• To always promote and maintain a high standard of patient care following and adherence to all the CRGH policies and protocols.
• Provide excellent telephone manner and ensure the corporate opening and closing of calls, listen, appropriately direct/transfer internal calls and handle calls in a polite professional tone. Staff follow the appropriate script for converting patients to initial consultations.
• Respond quickly to inbound calls to the call centre in a warm, polite, professional manner and ensure calls are answered within 30 seconds and maintain a 90% answer rate.
• Transfer calls or raise internal e-mails to other departments/persons when appropriate to do so. Triage voicemails and messages throughout the day to ensure patients are responded to on a timely basis.
• Ensure to actively follow-up patients on all aspects of leads, understanding of CRGH consultants, their specialities and bios and KPI objectives to meet weekly/monthly targets.
• Motivated to convert patients to booking new initial appointments and achieve monthly financial incentive goals and guide them through their treatment journey.
• Register and create new patient(s) record by booking initial consultations and providing an overview on the patient treatment pathway. Sending relevant consent forms to patient(s) via Engaged MD/DocuSign.
• Review calendars daily to ensure appointment booking slots are correct and all new patient appointments have been checked to ensure registration documents have been completed, chasing patients for required forms to be completed prior to their appointment.
• Liaise with the patient and internal departments to ensure the patient pathway is being adhered to at the initial stage, before the patient commences treatment.
• Manage a checklist to ensure screening test results, treatment plan and costs for treatment are provided prior to the patient commencing treatment.
• Extract reports weekly/monthly and conduct audits to ensure the fertility advisor checklist requirements have been met.
• Stay motivated to convert patients to booking new initial appointments and achieve weekly/monthly financial incentive goals.
• Respond to patient inquiries and informal complaints, if necessary liaise with colleagues within team or across departments for a resolution, escalating when appropriate.
• Provide excellent aftercare service by contacting patients post discharge and keep in touch on how they are progressing at 24 weeks and post pregnancy due date.
• Respond to Google reviews, letters and cards etc to acknowledge and offer good wishes.
• Attend to patient "Open evenings" and assist with facilitating the event and encourage patient engagement and registering to attend a new doctor's consultation.
• Work closely with line manager and colleagues within the team, providing support and keep exchanging good practice.

Training/Competencies

• Ensure annual mandatory training, such as e-learning modules, manual handling or any other mandatory training is kept up to date, including staff reporting into you.
• Attend any additional training requested, that will enhance skills and competency for the role.