Call Centre Advisor

Job description

Job title: Call Centre – Customer Service

Salary: £20,000-£22,000 - DOE

Hours: Monday-Friday, 37 hours per week

Location: Rochdale

Working hours: Our lines are open 8am - 8pm Monday-Friday, working hours are on a shift pattern which could be 8am-4pm , 9am-5pm, 10am-6pm & 12am-8pm on a rota basis and a potential for weekend work depending on department

Introduction:

InHealth sees more than 3 million patients each year and our Patient Referral Centre (PRC) is focused on providing direct access and support to all our patients. At the Patient Referral Centre (PRC) we own each step of the patient journey. From the first referral to the final report, our fully qualified teams provide the care and support our patients need, every step of the way.

About us:

InHealth is the UK’s largest specialist provider of diagnostic and healthcare solutions. Our aim is to make healthcare better for patients by working collaboratively with the NHS to deliver a range of high-quality tests, scans, assessments and procedures. In the last year, we have supported more than 3 million people in their healthcare journeys, the majority of these are NHS patients and service users.

As a people-focused organisation, our teams are integral in how we deliver our services and our values of Trust, Passion, Care and Fresh Thinking underpin everything we do, influencing the way we interact with patients, customers, and colleagues.

Our mission is to be the preferred provider of high-quality diagnostics and healthcare solutions in hospitals and in accessible community settings, serving 5 million patients from 1,000 locations by 2025.

What you will do:

As an InHealth Service Advisor, you will ensure all patients receive the very highest level of care and support at all times, by processing accurate referrals and booking appointments with ease. You will support the patient’s journey through InHealth by answering inbound and making outbound calls to arrange suitable and timely appointments at the relevant clinics.

What you are responsible for

• Answering inbound calls and making outbound calls within agreed Service Level Agreement
• Using appropriate questions to understand and determine the patients’ needs, resulting in first time resolution
• Booking patients into appointments in line with best practice standards (such as clinic utilisation) identified in the patient journey
• Controlling call times in line with the team control charts, to ensure all conversations are efficient and of good quality
• Entering referral information on the in-house patient administration system
• Communicating relevant information to internal and external customers via email in a professional manner
• Locating information from various relevant sources to be able to progress patient data
• Maintaining appropriate records and keeping information up to date and relevant
• Adhering to data protection act guidelines and IGSOC standards

We are looking for someone who is:

• Empathetic and patient and is able to understand our customers’ needs and requirements in order to deliver an excellent service at all times
• A great communicator at all levels, with excellent written, verbal and listening skills
• Approachable, dedicated and hardworking
• Calm in challenging situations and works well under pressure
• A team player who is supportive, reliable and trustworthy
• Helpful with a proactive approach to customer services
• Someone who gets stuck in and creates a positive atmosphere
• A person who naturally instils confidence in other colleagues
• Good at making decisions
• Aware of the implications of the Data Protection Act, the Caldicott Principle and GDPR
• Willing to be flexible to work the shifts required
• Happy to work additional hours or away from their usual working location to support the operational requirements of the business
• Prepared to undertake national travel if required to attend training courses.

You should apply if you have experience:

• Working in a customer or patient focused role
• Prioritising tasks in a professional environment
• Working as part of a team but also independently
• Taking incoming and making outgoing calls (desirable but not essential – training available).

What can InHealth offer you?

We offer a fantastic benefits package, which is available through a mobile-enabled rewards platform, called InJoy. This is your place to access thousands of offers and discounts on a wide range of products and services relating to: fashion, travel, eating out, technology, leisure and more!

In addition to this, we also offer:

• 27 days annual leave (plus bank holidays)
• Generous company contribution pension scheme
• Private medical insurance options
• Life assurance
• Hybrid and flexible working opportunities
• Fantastic learning and development opportunities
• 24/7 access to a dedicated well-being hub and an Employee Assistance Programme
• Enhanced parental leave
• Monthly award programme and online peer-to-peer recognition
• Long service recognition, with vouchers and additional annual leave
• Refer a friend bonus
• Discounts on InHealth’s healthcare services
• Smart tech, Cycle to Work and thousands of discounts and cashback options
• Paid-for professional memberships and more!

Making sure our people are happy at work is one of our main priorities, which means giving them as many opportunities as we can to support their personal and professional growth. We also have an innovative approach to personal and professional development, helping you to be the best version of you and giving you a real career pathway.

Job Type: Full-time

Salary: £20,000.00-£22,000.00 per year

Benefits:

• Company pension
• Cycle to work scheme
• Employee discount
• Private medical insurance
• Referral programme
• Sick pay
• Store discounts

Schedule:

• 8 hour shift

Work Location: One location

Details

Posted: 17 August 2022

Views: 19

Candidates: 891 total

Budget

Job budget: Not sponsored

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Job Types: Full-time, Permanent

Salary: From £20,000.00 per year

Benefits:

• Cycle to work scheme
• Discounted or free food
• Employee discount
• Free parking
• On-site parking
• Private medical insurance
• Sick pay

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Commission pay

Ability to commute/relocate:

• ROCHDALE: reliably commute or plan to relocate before starting work (required)

Work Location: In person