Customer Service Representative

HCA Healthcare UK; Prestatyn; On-site; GBP 20,000 - 30,000

Job description

Customer Service Representative

Prestatyn

Full-Time, 40 hours per week, Monday-Friday

Fixed Term Contract - 7 months

As a Customer Service Representative, you will be responsible for managing customer enquiries and concerns/complaints via telephone and email, maintaining our high standards and providing an exceptional 5-star customer experience at all times. You will work closely with other colleagues and departments to provide prompt and amicable resolution to customer queries and go above and beyond for all of our patients. You will be taking payment and details over the phone, so good data entry and accuracy are important too.

Ideally, you will be working within a customer service environment at the moment and used to dealing with concerns and complaints in a patient, professional, and empathetic manner. You love what you do and strive for excellence within every call.

What you'll do:

1. To answer patients' calls in a professional and courteous manner – Circa 70 a day
2. To maintain good working relations with customers and colleagues alike
3. To process card payments via the online payment gateway
4. To refer problematic accounts to the Customer Service Team Leader for further action
5. To respond to patients' queries within the set time period of 48 hrs
6. To review and process daily patient statements

What you'll bring:

1. Demonstrable customer service experience
2. Very strong interpersonal skills (both written and verbal) and demonstrated ability to build relationships
3. Team player and ability to build effective working relationships, working collaboratively (rather than competitively) with others to achieve a common goal
4. Ability to demonstrate a high level of enthusiasm and a proactive, resilient attitude
5. Computer literacy
6. Problem solving

Why 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 well-being.

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. You'll be eligible for:

1. 25 days holiday each year (plus bank holidays), increasing with service, with the option to buy or sell leave to suit you
2. Private Healthcare Insurance for treatment at our leading hospitals
3. Private pension contribution which increases with length of service
4. Season Ticket Loan and Cycle to Work scheme
5. Group Life Assurance from day one
6. Critical illness cover
7. Enhanced Maternity and Paternity pay
8. Corporate staff discount for all facilities including Maternity packages at The Portland
9. Comprehensive range of flexible health, protection, and lifestyle benefits to suit you
10. Discounts with over 800 major retailers

Culture and values

At HCA UK, we believe exceptional care starts with our people. We celebrate the unique perspectives and different experiences each of us brings 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:

1. Unique and Individual: We recognise and value everyone as unique and individual
2. Kindness and Compassion: We treat people with kindness and compassion
3. Honesty, Integrity and Fairness: We act with absolute honesty, integrity, and fairness
4. Loyalty, Respect and Dignity: We trust and treat one another as valued members of the HCA UK family with loyalty, respect, and dignity

Reasonable adjustments

We 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.