Patient Advisor - Cosmetic

Here at Transform Medical Services we help people to enhance their wellbeing and quality of life. Transform is a trusted and recognised brand at the forefront of outstanding care and continuous innovation, with an unwavering commitment to clinical, regulatory and ethical standards.

We have an excellent opportunity for a full time, experienced and enthusiastic Patient Advisor based in the Newcastle area to support our patients through their cosmetic surgery journey. This role will require delivering high-quality service, being the brand ambassador for all our products and services. The successful candidate will be the point of contact for all patients, taking them through their treatment journey, or their first point of contact as a result of direct marketing and general interest in our services.

The Patient Advisor is to achieve revenue targets and other KPIs through effective patient video, telephone and face to face consultation and follow up. The candidate should have strong interpersonal skills and a good knowledge of the subject matter being discussed. They should have expertise in active listening, rapport building and communication. The Patient Advisor should be highly motivated to achieve results and be driven to deliver their daily targets. At all times to ensure that activity is compliant with CQC regulations and the organisation’s procedures.

The Patient Advisor will be required to support patients and surgeons face to face within our partner clinics; however, some homeworking shall be mutually agreeable.

• To be responsible for handling initial enquiries and booked consultation for all our products, ensuring all relevant and correct information is given to prospective patients and in accordance with the organisations policies and procedures.
• To achieve set personal sales targets all within ethical guidelines.
• Ensuring all KPI measures are achieved, daily, weekly, monthly to include Outcomes, VAT, Conversion triggers and body mapping.
• To personally meet and exceed personal budgetary targets for all divisions.
• To ensure profit maximisation is achieved through the monitoring of sales product mix and regulation of discounting arrangement for multiple sale and via support from your ROM.
• Be responsible for checking patient medical history & Face and Body mapping determining their suitability for surgery/Treatments in accordance with the organisation’s pre-determined clinical protocols.
• Liaising with surgeons to ensure they are fully briefed for each and every clinic.
• Following up with patients after their consultations, answering any questions and supporting them through their journey to surgery day.
• Liaising with the pre/post operative support teams if any supporting documentation or follow up appointments are needed.
• To collect deposits and setting up finance applications, whilst ensuring all balances are cleared in line with company expectations.
• To ensure all related administration is correctly and promptly processed to maintain the highest standard of customer care.
• Maintain customer contact, preventing any doubts and answering all queries with a degree of sensitivity and professionalism.
• To ensure all related administration is correctly (supporting letters/GP reports) and promptly processed to maintain the highest standard of customer care.
• To liaise with hospital staff, raising any concerns or queries the patient may have.
• To liaise with all Head Office departments when needed in relation to scheduling, operations & treatments.
• To immediately refer all clinical issues/problems to the clinical team.
• To be pro-active and take personal responsibility for handling patient complaints.
• To take responsibility for personal and professional development.
• To ensure at all times you remain within the company grooming and dress code guidelines.
• Constantly reviewing competitors and having a full understanding of changes within the industry.
• To ensure through safe working conditions the health, safety and welfare of all staff, colleagues, patients, and visitors, and to comply at all times with health and safety policies and procedures.

Successful applicants will come from a similar industry i.e. cosmetic/aesthetic/optical/lifestyle, be computer literate and must be able to demonstrate the ability to meet KPIs. A strong/sales business development background is essential. This role is 40 hours per week. Flexibility is required as the rota will cover late evenings and weekend working. Some travel will be included within this role. Due to hours required, this role would be suitable for someone living close to or in Newcastle. The successful applicant will be subject to DBS check at enhanced level.