Enquiries and Booking Advisor

(Inbound and Outbound)

Location / Channel Wharf, Titanic Quarter
Contract
Hours / Full time
37.5 hours to cover shifts between; Mon – Fri, 8am – 6pm.
Part time
Mon-Fri, 9am-2pm.
Responsible to / SupervisorOutpatients Services Manager

Job Summary:

As an enquires and booking advisor for the 3fivetwo Group you will have an integral role in handling high volume telephone, email and web based enquiries from patients, GP’s, consultants, insurance companies and other outside providers relating to 3fivetwo Healthcare, Kingsbridge Private Hospital, Origin Fertility Care, H3 Insurance, Dental Excellence and 3fivetwo Training Academy.
We are looking for advisors with astrong call handling ability who can confidently manage sensitive personal information. As this role has an element of sales it is preferredthat you have gained experience within a target making background. Great customer service is something that should come naturally to you along with the ability to display empathy and demonstrate great 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 also displaying empathy
  • Following up on enquiries by phone and email
  • Proactively follow a Patients Pathway to ensure Consultations, Investigations, Procedures and Reviews are all booked accordingly
  • Process and book all referrals within appropriate time frame
  • To work as part of a team and on own initiative

Factor / Essential / Desirable
Qualifications / 5 GCSE grades A-C including Maths and English or Equivalent.
Experience / 6-12 months sales and/or customer service experience
Excellent IT skills with proven experience in Microsoft packages.
Demonstrable experience of working in a target driven environment with the ability to prioritise work, meet deadlines and work calmly under pressure. / 2 years’ experience in an inbound/ outbound contact centre environment
Background in medical administration
Special Knowledge and Skills / Understanding of the Data Protection Act and importance of confidentiality
Drive to meet targets
Must be able to multi-task, and work to very tight deadlines / Knowledge of medical terminology
Personal Attributes / Customer Service and sales skills
Excellent communication both oral and written

Person Specification:

To apply, please complete an application & monitoring form and return to:

Job Description – Enquiries and Booking Advisor2013-10Page 1 of 2