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Patient Services Advisor

Location:
Head Office (North London)
Job Overview

Purpose of Post

The role of the patient advisor is to book and drive bookings for Optegra seven nationwide hospitals. An advisor is also expected to provide a first-class service to prospective and existing patients.  From understanding their personal circumstances and reasons for seeking eye treatment to verifying their suitability and actively promoting the benefits of Optegra’s medical credentials and reassuring them that they are engaging with the UK’s most trusted private eye care specialist.  This work involves a high degree of telephone communication, dealing with both incoming and outgoing calls. In addition to this aspect of the job, the job holder will also be expected to support the sales and marketing teams.

The contact centre hours are between 8am and 8pm from Monday to Friday and 9am- 4pm on Saturday’s. The job holder is expected to work flexibly with other members of the team to ensure continuous and consistent cover to support advertising campaigns. 

Main Duties and Responsibilities

  • Assessing suitability of patients for chosen treatment, ensuring the quality of leads converted to consultation.
  • Contributing to the maximisation of conversion rates to meet the KPI for consultation appointments
  • Working to targets of calls per hour and bookings per hour
  • Promoting active marketing campaigns to prospective patients
  • Providing front line support to all existing and potential Optegra patients, GPs and Optometrists
  • Providing support as required to the marketing team in all aspects of sales and marketing
  • Assisting in the production of sales information
  • Providing support as required to staff and managers in all Optegra hospitals.
  • To effectively and efficiently handle calls, emails and postal enquiries during Contact Centre working hours in line with all KPIs
  • To effectively support the marketing team in the management of events e.g. booking in attendees for open evenings
  • Responsible for managing and prioritising daily activities and processes ensuring service levels meet KPIs
  • Take ownership of individual enquiries and ensure they are resolved to the satisfaction of the patient and Optegra, whilst understanding when and how to escalate an issue
  • Develop a thorough understanding of Optegra’s services and procedures to support the delivery of excellent customer service at all times.  In-depth training will be provided.
  • Interact in a friendly and professional manner with both internal and external contacts
  • Follow up all outstanding leads in line with the KPI to ensure maximum conversion
  • Keeping concise and accurate records of call details and activity
Requirements

Competency

Essential Criteria

Desirable Criteria

Technical and Professional Competence

This area is all about having all the technical/ specialist skills to perform the job effectively.

  • Good working knowledge of the following Microsoft Office applications: Word, Outlook, Excel, PowerPoint
  • Ability to work to targets
  • Knowledge of phone/CRM systems
  • Experience of working in a soft sales environment
  • Ophthalmic experience/knowledge is not essential but is an advantage
  • Experience of working in a contact centre environment is an advantage but not essential

 

Service Excellence

This is about doing all you can to satisfy and where possible exceed the expectations of the wide range of both internal customers and external patients and customers you deal with. (Internal customers means everyone at work to whom you provide a service and includes your colleagues and people in other Departments. External customers are all external suppliers, partners and members of the public.)

 

  • Driven to deliver Service Excellence
  • Experience of dealing with customer problems and enquiries in a passive style of customer care
  • Can demonstrate how to deal with difficult callers

 

 

 

Communication

This is all about everybody making the effort to communicate with patients and employees at all levels in an appropriate, thoughtful and timely manner.

 

 

  • Ability to communicate effectively with a wide range of individuals, both internally and externally
  • Displays confidence and commitment in all business interactions
  • Able to empathise and flex style to speak comfortably and confidently to a wide range of people
  • Fluent spoken and written English

 

Problem solving and decision making

This is all about looking for ways to overcome and learn from problems and challenges that arise.

 

  • Works well under pressure and able to stay calm at all times whilst understanding when to escalate issues
  • Pro-active and self-motivated
  • Sound judgement and common sense
  • Display confidence when making decisions relating to patient criteria and suitability

 

 

 

Planning and organising

This is all about making the best use of the time you have available to you to do your job, working in an organised manner and planning to ensure you achieve your agreed work goals.

  • Excellent planning, prioritising and organisational skills
  • Ability to multi-task
  • Excellent attention to detail
  • Ability to adapt quickly and efficiently to changes in process

 

 

Teamwork

This is all about people working together effectively to achieve more than they possibly could working individually.

 

  • Team focused
  • Flexible in working hours to meet business and patient needs

 

 

Developing self and others

This is all about being prepared to continually learn to better yourself and being prepared to help others to learn and develop to achieve their full potential.

 

  • Desire to learn and assimilates information quickly