You will be the primary point of contact within the NightHawk service delivery team, managing a busy and dynamic call flow while ensuring a seamless experience for clinicians and customers. You will use established protocols, digital systems and internal workflows to ensure calls are managed quickly, accurately and professionally.,
Overview
An exciting opportunity to join the UKs largest private healthcare telemedicine provider. Medica is expanding its NightHawk team to support continued growth and deliver a high quality service to clients and radiologists. This role is positioned at the core of our service delivery model, operating in a fast paced environment with a strong focus on accuracy, communication and consistent service standards., Medica is the UKs largest telemedicine provider, delivering specialist reporting services to more than 50 percent of the NHS. With over 240 head office employees and continued investment in growth, this is a strong opportunity to join a market leading organisation.
Responsibilities
- Manage high volumes of inbound and outbound calls in line with internal service standards
- Communicate professionally with radiographers, radiologists and clinicians
- Apply effective call control techniques to maintain consistency and capture all required information
- Use call distribution systems to route calls to the appropriate reporters
- Record customer and patient information accurately using the NightHawk Portal
- Contribute to shift summaries, ensuring all activities, interactions, issues and escalations are captured
- Provide constructive feedback to supervisors to support ongoing service improvement
Qualifications
- Maintain up to date knowledge of Medica accreditation standards and compliance requirements
- Experience in a call centre or contact centre environment
- Strong customer service capability
- Confident with office systems, administration and IT tools
- Excellent written and verbal communication skills
- High attention to detail with strong accuracy levels
- Comfortable working in a fast paced environment
We are committed to creating inclusive teams, supporting flexible working where possible, and encouraging colleagues to be themselves at work.
Benefits
- Flexible and hybrid working options
- A culture that supports work life balance
- Ongoing learning and development opportunities
- Employee Assistance Programme
- Annual bonus
- Enhanced holiday allowance plus bank holidays
- Group life assurance
- Pension scheme
- Social events
- Sick pay
- Cycle to work scheme
- Access to personal development and wellbeing events
Applicants will be asked to complete a confidential equalities monitoring form to support internal reporting and recruitment analysis. To learn more about Medica, visit the company website. We are a 2024 Circle Back Initiative Employer and will respond to every applicant
