Job Description

Job Title:

Call Handler/ Administrator (6 month fixed term contract)

Report to:

Operations Director

Hours of Work:

37.5 hours, Monday to Sunday (Shifts)

Desirable:

Minimum 2 years working in healthcare

Principal Role & Skills:

The Customer Service Professional will be responsible for managing the day-to-day operations of a busy Call Centre, handling inbound and outbound patient calls with a focus on delivering excellent customer service. This role requires strong interpersonal, written, and verbal communication skills to ensure that patients receive the highest level of care and support. The individual must be able to manage a heavy workload, prioritize tasks effectively, and remain calm and professional in all situations.

Key Responsibilities:

Serve and protect patient healthcare by adhering to professional standards, clinic policies, and regulatory requirements (HFEA, CQC, ISO). Provide detailed information to patients regarding the next steps in their care and understand relevant laws around the CMA (Consumer Marketing Authority). Maintain patient confidentiality in accordance with the Data Protection Act 1998, ensuring secure handling of personal and identifiable information via all communication channels. Promote and uphold high standards of patient care, following CRGH policies and protocols.

Handle inbound calls

to the call centre in a polite, professional manner, ensuring calls are answered within 30 seconds and maintaining a 90% answer rate. Respond quickly to patient inquiries via phone, ensuring timely follow-up and resolution of any queries.

Effectively triage and direct calls

to the appropriate internal departments or individuals as needed, ensuring patient needs are met promptly. Ensure timely follow-up on patient inquiries, tracking progress and understanding patient needs, including detailed information on CRGH consultants and their specialties. Actively work to convert patient inquiries into initial consultations, meeting weekly and monthly targets for conversions and financial incentives.

Book initial consultations

, create new patient records, and ensure all required documentation (e.g., consent forms, registration forms) is completed prior to appointments.

Monitor appointment calendars

and check patient records to ensure all forms and registrations are completed before the patients first appointment. Coordinate with internal teams to ensure all aspects of the patient pathway are followed, from the initial consultation through to treatment. Manage a checklist of requirements for patient screenings, treatment plans, and cost information prior to the commencement of treatment. Ensure that you are meeting KPI objectives and provide regular feedback to the team and manager on patient engagement and conversion targets. Handle informal patient complaints, resolving them when possible or escalating when necessary to ensure a timely resolution. Collaborate with colleagues and line manager to exchange best practices and support continuous improvement of services.

Training/Competencies:

Ensure annual mandatory training (e.g., e-learning, manual handling) is completed and up to date. Attend any additional training as required to enhance skills and competencies relevant to the role.

What we Offer:

Access to continuous professional development and training opportunities. A supportive, collaborative, and inclusive working environment. Opportunity to make a meaningful impact on patients lives. Pension Scheme provided by Royal London. 25 days annual leave plus public bank holidays. Long Service: after a significant number of years working at the company, employees are entitled to additional days of annual leave. Wellbeing benefits, shopping and leisure vouchers through Perkbox. Buy or sell annual leave. * Private Medical Insurance.