Customer Service Representative

Job description:

Job description

Position Overview: We are seeking a compassionate and organised individual to fill the role of Customer Service Executive. The position holder will serve as the primary point of contact for patients and clinicians, providing exceptional service and support throughout their interactions with our organisation. This role requires excellent communication skills, attention to detail, and a strong commitment to delivering a positive experience for every individual we serve.

Key Responsibilities:

• Patient/Clinician Support: Act as the main point of contact for patients, referring clinicians, and partner clinics, addressing inquiries, resolving issues, and providing assistance in a courteous and professional manner. Serve as a liaison between patients/clinicians and internal departments to ensure timely resolution of concerns.
• Order processing and communication: Execute ordering processes, including coordinating with healthcare providers, confirming appointments with patients, and updating scheduling records as needed. Serve as a point of contact for patients and clinicians regarding sample collection instructions, test requirements, and result inquiries. Provide clear and accurate information to patients and clinicians regarding specimen collection procedures and any necessary preparations. Address patient concerns and inquiries with professionalism and empathy, ensuring a positive experience.
• Logistics Support: Oversee the logistics of sample transportation, including scheduling courier services and maintaining transportation records. Monitor inventory levels of specimen collection supplies with partner clinics and coordinate with procurement to ensure timely replenishment. Liaise with courier service providers for smooth transportation of time and temperature-sensitive patient specimens.
• Sample collection and Processing: Coordinate the collection and receipt of patient samples, ensuring proper labelling, handling, and documentation. Verify patient information and sample integrity to prevent errors in sample identification. Communicate with healthcare providers and patients regarding sample collection requirements and procedures.
• Patient Advocacy and Service Excellence: Advocate for patients\’ needs and preferences. Communicate effectively with healthcare providers, caregivers, and internal departments to ensure seamless coordination of care. Deliver exceptional customer service to patients and clinicians at all touchpoints. Listen actively to their concerns, address any issues or complaints promptly, and strive to exceed their expectations.
• Compliance and Quality Assurance: Adhere to organisational policies and procedures related to patient/clinician interactions, privacy, and confidentiality. Maintain compliance with regulatory standards (e.g., GDPR, HIPAA, etc.) and participate in quality assurance activities to uphold service excellence. Strictly follow the standard operating procedures (SOPs) and regulatory requirements for sample handling, processing, and documentation. Participate in quality control and quality assurance activities, including monitoring of specimen integrity and laboratory workflows. Document and report any incidents or deviations from established procedures and assist in implementing corrective actions.
• Customer Feedback and Improvement: Gather feedback from patients/clinicians regarding their experiences and satisfaction with the services provided. Identify areas for improvement and collaborate with management to implement solutions that enhance the overall patient/clinician experience.

Requirements:

• A bachelor\’s degree in a related field is preferred.
• Previous experience in a customer service or patient support role is preferred.
• Familiarity with medical terminology, laboratory testing methodologies, and safety practices.
• Excellent interpersonal skills with the ability to communicate effectively and empathetically with diverse populations.
• Strong organisational skills and attention to detail. Ability to manage multiple tasks and prioritise responsibilities in a fast-paced environment.
• Ability to maintain confidentiality and handle sensitive information with discretion and professionalism.
• Flexibility to adapt to changing priorities and work schedules, including rotating shifts and weekends.
• Flexibility to answer some phone calls outside of normal working hours if required.
• Positive attitude, patience, and a genuine desire to help others.

Additional Information:

• This is a full-time position based at our office in Surrey Research Park, Guildford.
• Competitive salary and benefits package offered.
• Occasional evening or weekend shifts may be required based on operational needs.
• Willingness to undergo training and continuing education to stay current with industry trends and best practices.

Job Types: Full-time, Permanent

Pay: £26,000.00-£32,000.00 per year

Benefits:

• Free parking
• On-site parking

Ability to commute/relocate:

• Guildford GU2: reliably commute or plan to relocate before starting work (required)

Education:

• Bachelor\’s (preferred)

Experience:

• Customer service: 2 years (preferred)

Work authorisation:

• United Kingdom (required)

Work Location: In person