Patient Services Advisor - Customer Service London, England
Job description
Optegra has an exciting new opportunity for an experienced Customer Services Advisor to join our amazing and supportive team in North London as part of our Customer Engagement department. For the past year, we’ve been on a journey to deliver the highest possible standards of service for our customers. The role in the Patient Services Team is challenging, and we work in a fast-moving environment with lots of opportunity to develop your skills. This is a hybrid role offering 3 days WFH and 2 days in the office.
Company Overview
Optegra is a world leader in specialist eye care, we take pride in knowing our patients are at the heart of all we do and can live better lives because of the treatments we provide.
There has never been a better time to join Optegra, as a provider of specialist eye care. Find out what it’s like to work at Optegra by watching the following video: https://www.youtube.com/watch?v=Q2-QblLUYzM
Benefits
Some of the benefits of working for us include, but are by no means limited to:
- Generous pay and bonus, reviewed annually this role pays £22,000 – £24,000
- Generous matched pension contributions
- 33 days annual leave inclusive of bank holidays
- SMART working schemes – because we believe in work life balance
- Funded training and development – because we believe in our people
- Discounts on retails, social activities, etc.
- Free laser eye treatment for you and 20% discount for friends and family
- Private Healthcare, 24/7 GP appointments, free Physio and counselling for your wellbeing
Job Purpose
Provide a first class service to prospective and existing patients. Manage enquiries via telephone, web and social channels, ensuring that all customer enquiries are satisfactorily resolved and closed within agreed timescales. Proactively promote Optegra, supporting our reputation as a leading eye care specialist.
Key Responsibilities
- To effectively and efficiently handle calls, emails and social media enquiries in line with all KPIs
- Ensure all appointment bookings, amendments and cancellations are accurately logged
- Providing front line support to all existing and potential Optegra patients, GPs and Optometrists
- Proactively identifying how the customer journey and experienced can be improved
- Providing support as required to staff and managers in all Optegra hospitals
- Responsible for managing and prioritising daily activities and processes ensuring service levels meet KPIs
- Take ownership of individual issues/enquiries and ensure they are resolved to the satisfaction of the patient and Optegra, whilst understanding when and how to escalate an issue
- Interact in a friendly and professional manner with both internal and external contacts
- Keeping concise and accurate records of call details and activity
- To support the marketing team as required e.g. assisting with mailings, research, database management
- To effectively support the marketing team in the management of events e.g. booking in attendees for open evenings
Experience
- Experience of working in a call centre customer service environment, with experience of handling high volumes of queries
- Knowledge of phone/CRM systems
Knowledge & Skills
- Commercially aware with passion for delivering high standards of customer service
- Confidence and ability to work to targets and SLAs
- Excellent communication skills
- Experience of using patient administration systems and electronic medical record systems
- Excellent attention to detail
- Strong IT skills, able to use all Microsoft Office applications and other systems/databases
- Highly motivated and able to work autonomously
Personal Qualities
- Confident establishing rapport with potential customers virtually/by phone
- Able to empathise and flex style to speak comfortably and confidently to a wide range of people
- Able to build and maintain exceptional relationships with colleagues and customers
- Ability to deal with challenging behaviours
- Consistent professional attitude demonstrated to all colleagues and customers; personable, confident and articulate at all times.
