Customer Service Specialist

To work within the Fertility Centre to facilitate the smooth running of the patient journey by ensuring that coordinated and streamlined administrative processes revolve around the patient and their individual needs.

Job Description:

1. Coordinating patients’ appointment for Fertility Centre
2. Implement all administrative processes along the patient pathway to ensure the patient’s journey is managed efficiently, smoothly and in accordance with targets and agreed timescales.
3. Utilize computerized tracking systems to locate case notes and investigation results.
4. Act as the communication hub for the clinical team & liaising closely with various departments in order to chase updates and avoid delays in the patient pathway to ensure a seamless patient journey.
5. Ensure copies of letters, admission forms, discharge summaries, etc., reach the appropriate people within the agreed timeframe by expediting communications through all other appropriate means.
6. Be responsible for dealing with and recording all concerns/complaints coming into the department, both on the telephone and in writing, escalating as appropriate.
7. Provide cross-cover for other administrative roles to ensure a consistent and effective administration service is maintained at all times.
8. To receive and process all incoming correspondence, paper and electronic, ensuring it reaches the appropriate place within the required deadlines.

Who are we looking for?

1. At least a Degree in any field. Healthcare background will have an added advantage.
2. Minimum 2 years of working experience in handling customers/patients.
3. Significant previous pathway administrative experience within a healthcare setting.
4. Accurate data entry, typing, and checking skills.
5. Knowledge of medical terminology and general medicine.
6. Passionate and enjoy handling customers whilst making their customer journey experience seamless.