Customer Service Advisor

Duties

• Receive and handle inbound calls from patients looking to book or amend an appointment
• Ensure that patients are provided appointment dates/times suited to their needs
• Contact new patients to remind them of their appointments
• Escalate any issues as and when they arise
• Maintain appointment data on internal systems for reporting purposes
• Responding to and actioning emails where needed
• Maintain and ensure observation of robust quality assurance measures to meet national standards
• Develop and maintain excellent relationships with all key stakeholders.
• Arrange and undertake telephone triage appointments to establish risk scores and eligibility for further appointments
• Schedule CT scan appointments on hospital system, liaising with the hospital team to add patients if needed
• Respond to patient queries regarding the lung health check process and their outcome

Experience

• Be experienced in dealing with customers and/or patients and know how to handle their queries effectively and sensitively
• Educated to GCSE or equivalent Qualifications and or training/experience in Patient Care
• Understand the importance of patient confidentiality and be aware of data protection
• Have excellent verbal and written communication skills
• Have responsibility for the health, safety and welfare of self and others and to comply at all times with the requirements of health and safety regulations
• Maintain and ensure observation of robust internal quality assurance measures to meet national standards
• Be comfortable with audits and reporting