Bookings and Accounts Manager (Healthcare) in Westhill

ROC Clinic is a private healthcare organisation with locations in London's Harley Street medical district and Aberdeen, Scotland. It specialises in delivering Primary and Secondary Care Services with a focus on rapid access, diagnosis, and treatment. ROC Clinic also offers integrated healthcare services, catering to both Occupational Health and Private Health needs for businesses and individuals. The clinic provides a bespoke VIP health service, offering comprehensive health planning to clients seeking personalized and premium care.

This is a new full-time, on-site role located in Westhill, Aberdeenshire. The Bookings and Accounts Manager oversees all day-to-day operations of the Bookings and B2B client account management function within the business as well as Client & Patient Feedback. The team you shall lead provides the business with the first port of call for customer’s needs and is a mirror of how the organisation portrays itself to individuals and businesses alike. The team provides bookings for all business locations and activities, maintains diaries structure and availabilities, and manages the online booking function. The bookings/enquiries may take place via email, phone, or online. In addition, it handles all enquiries pertaining to B2B client accounts. The key focus of the role is providing excellent customer service, maximising booked revenue, and ensuring customer satisfaction.

Key Duties:

• Deliver hands-on booking enquiry management, supervision of the staff working in the Bookings team, handle staff planning & rota, and training of new staff.
• Provide support in improving or establishing processes, systems, and systems integrations.
• Manage existing or new B2B account(s): attend regular meetings, upsell, prepare reports, handle day-to-day enquiries, concerns, and/or complaints.
• Foster a culture of service excellence, inspiring your team to prioritise customer satisfaction.
• Manage Patient and Client Feedback.

This role is key for ensuring simple, efficient, and effective processes within the business. Daily monitoring is expected via live performance dashboards.

Person Specifications:

• Qualifications: A clinical qualification, in the absence of past experience in the healthcare sector, preferred; An associate degree, bachelor’s degree or HND qualifications preferred.
• Experience: Prior experience in the private healthcare sector and/or occupational health is an advantage; Prior CRM system experience is an advantage; Minimum 3 years experience working within a similar role in a multi-site business; Minimum 3 years experience of managing/supervising a team and effective staff management; Experience of working in a busy and demanding customer/patient-facing role; Experience of recruitment, performance review, and disciplinary processes; Demonstrated ability in investigating complaints and resolving issues effectively; Comprehensive understanding of customer operations; Proficiency in generating insightful management reports.
• Personal attributes: Strong verbal, written, and numerical communication skills; Demonstrate a 'can do' attitude and with the confidence to propose ideas and take the initiative; Excellent communication skills both verbal and written; Ability to coach and train staff and deliver performance improvement plans; Great time management skills; Ability to resolve conflict and make difficult decisions; Ability to critically analyse data and formulate improvement plans based on that; Be upbeat, energetic & self-motivated with a good sense of humour.