Customer Service Administrator

This is an amazing opportunity to join one of Northern Ireland's leading Healthcare Providers that offers excellent career prospects and a positive working culture.

Benefits include full private medical health cover plus 35 days leave and modern office facilities including a gym and mega canteen!

As an Appointments Advisor, you will be responsible for dealing with all inbound calls to the department. The role encompasses the backbone of the patient pathway process and successful candidates will gain first-hand knowledge of how each department facilitates the patient’s journey from initial enquiry to discharge.

Job Summary: As an Appointments Advisor, you will be responsible for ensuring the smooth and efficient transition of all patients from initial enquiry through to eventual discharge and follow-up appointments. Appointments Advisors are the first and last point of contact for patients and are therefore responsible for delivering and maintaining the excellent standard of service that our patients can expect and have become accustomed to. A key part of the role will involve managing a high volume of incoming patient enquiries via telephone, email, and web-based communication. Successful candidates will quickly become knowledgeable of all aspects of the Group’s service provision and provide accurate and timely advice to all external stakeholders. Another key part of the role will involve the scheduling and management of patient appointments, consultations, and surgical procedures.

Appointments Advisors assist with the efficient use of hospital capacity whilst ensuring that all patients are seen in a timely manner that suits their own schedule. We are looking for candidates with strong communication skills who can confidently respond to a high volume of enquiries across a range of clinical areas whilst staying organised and proactive to ensure that patients receive their preferred outcomes. Excellent customer service is something that should come naturally to you along with the ability to display empathy and demonstrate strong listening skills.

Key responsibilities:

• Accurate record keeping of all interactions will be essential in order that maximum value can be derived from any potential patient enquiry.
• Efficient, effective, and focused response to all enquiries via telephone and email while displaying empathy and working to resolve patient queries.
• Following up on enquiries by phone and email.
• Proactively follow the Patients’ Pathway to ensure Consultations, Investigations, Procedures and Reviews are all booked accordingly.
• Process and book all referrals within appropriate time frames.
• Scheduling of surgical procedures within specific time scales.
• Ensuring that all patient treatment records are accurate and up to date.
• Liaising with colleagues across a variety of teams.