Part-time Customer Service Health Advisor London, England
Job description
The Role
As a Customer Service Health Advisor you will act as the face of the company and provide excellent service - to both B2B and B2C patients. As part of this you will be responsible for conducting virtual testing with our patients, and acting as the initial point of contact for our members. You will also provide our patients with first class customer service, ensuring we put the patient at the centre of all we do. We pride ourselves at Qured as being a premium preventative health platform and service is our number one priority, so a strong background in customer service is essential.
You will report to the Operations Manager alongside a team of Customer Service Health Advisors. Our CSHAs are confident in their approach and passionate about providing a bespoke service to our patients, always going the extra mile to ensure the patient is left delighted with the service they have received. Not only do they provide clear guidance for the testing process, they are on hand to answer any questions the patient may have about the remainder of their testing journey.
Your responsibilities will include:
Virtual testing appointments with our patients - primarily at-home blood draws, although the testing scope may expand in the futureAnswering our patients queries via multiple channels (live chat, email, telephone) and utilise internal communication systems to provide swift answers.
Adapting your approach to each individual patient to ensure their unique needs are met
Ensuring that you are managing your time efficiently - you always ensure you attend your appointments on time
Adhering to GDPR by correctly identifying each patient during your calls
Proactively reporting any issues during your calls to the Remote Testing Manager
Upholding SLA’s relating to your role - these include average wait time, average consultation time, as well as driving high customer satisfaction scores
About you
- Have previous experience in a customer service role
- Excellent communication skills, both written and oral with a confident telephone manner
- Good attention to detail and accuracy in your work
- Team player
- Have the ability to multi-task and prioritise your time efficiently & effectively
- You will have a workspace with a clean, professional background that is free of disturbances, including noise.
- Willingness to support the wider Operations of the business where required
Benefits
- Employee share option scheme
- Health Insurance
- Hybrid working and a work from home set-up
- Breakfast, drinks, snacks and bi-weekly team lunches
- Regular team socials
- Tech, Cycle to Work and EV Salary Sacrifice Scheme
- Free Qured health services
- The afternoon off on your birthday
About us
Post-pandemic, the future sustainability of healthcare lies in the prevention of disease and preservation of health: prevention is the new cure. Now we have achieved platform scale, we are bringing together our knowledge capital in creating extraordinary customer experiences in healthcare and delivering population-scale screening to build a best-in-class health engagement platform. We use elegant, user-focused design and technology to deliver personalised experiences and create habit-forming products. Working at the intersection of consumer and healthcare, we put the human connection at the heart of everything we do, for better health journeys and, ultimately, outcomes.
The opportunity now is to join us for the excitement of an early-stage startup, but with the experience, backing and resources of an established company.
