Job Title: Patient Advisor - Contact Centre
Location: Banbury Office
Employment Type: Full Time
About the Role
We are looking for a proactive and customer-focused Patient Advisor's to join our team, supporting a leading private healthcare provider specialising in ophthalmic services. As the first point of contact for new and existing patients, you will provide exceptional customer service across voice, email, and live chat, with a key focus on booking no-obligation consultation appointments. You'll play a crucial role in ensuring that every patient interaction is positive and professional, guiding them through their journey from enquiry to appointment. This is a fast-paced, dynamic role ideal for individuals who thrive in a target-driven, high-volume environment and who are passionate about providing first-class service.
Key Responsibilities
- Handle all inbound enquiries from prospective and existing patients through omni-channel communication (calls, emails, live chat).
- Act as the first point of contact, providing advice and reassurance regarding Freedom Vision services, including cataract surgery, eye exams, and laser vision correction.
- Identify patient needs and convert qualified leads into consultations through effective rapport building and communication.
- Log all leads accurately and efficiently, with detailed follow-ups and outcomes.
- Schedule appointments using the patient administration system.
- Collaborate with internal teams to resolve patient issues and elevate complaints where necessary.
- Ensure patient confidentiality and compliance with GDPR and company data protection policies.
- Meet and exceed individual KPIs, including call handling time, consultation bookings, lead conversion rates, and customer satisfaction scores.
- Provide feedback and contribute to process improvement within the contact centre environment.
- Adhere to all internal procedures including health & safety, workforce management schedules, and quality assurance standards.
Key Requirements
- Experience in telemarketing, lead generation, or a high-volume contact centre.
- Background in healthcare, private medical services, or a regulated environment is advantageous.
- Confident and articulate with strong communication and interpersonal skills.
- Proven ability to work towards sales and service-based KPIs.
- Comfortable using CRM systems.
- Strong attention to detail and accuracy in logging information and booking appointments.
- Resilient, self-motivated, and able to work independently within a team-based environment.
- Flexibility to adapt within a fast-moving and evolving campaign.
Qualifications
- GCSEs or equivalent (English and Maths essential).
- Further education or training in customer service, sales, or healthcare admin is a plus.
What We Offer
- Competitive salary.
- Full training provided including systems.
- Opportunity to work with a growing and innovative private healthcare provider.
- Supportive and inclusive team environment focused on delivering excellence.
Join us and be part of a campaign that's truly making a difference in patients' lives
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