At Roodlane Medical, we are specialists in corporate healthcare. We offer executive healthcare, occupational health case management, nurse case management, executive health screening and more. We have extensive experience of creating and delivering corporate wellness strategies, from health education and promotion to comprehensive health screening programmes. We offer a private GP services to companies as a part of a suite of wellness services to help keep staff healthy and productive at work. As part of our services, we also offer physiotherapy, along with chiropractic and osteopathic assessments and treatments.
The Patient Navigator will fulfill and own the relationship with the patient for onward referral. They will be responsible for delivering a five-star service and guiding the customer though the HCA Patient journey.
The role has a specific focus on ensuring any onward consultant referral is followed through and the patient has a seamless booking experience. Contact with the patient will be both verbal and non-verbal and will involve both inbound and outbound activities.
Salary: £18,000 - £19,000 per annum (dependent on candidate experience)
Duties & Responsibilities
* To project a professional company image during all interactions with both internal and external customers * To administer all calls within agreed service levels ensuring that all systems are accurately updated in the process * Provide a prompt, courteous, knowledgeable and empathetic service to all customers, dealing with all interactions in a professional and timely manner * To be the customer's advocate within HCA ensuring their smooth transition through their journey * Liaising with all relevant internal contacts to ensure a smooth and efficient experience for all patients * To be the point of contact for the customer with regard to any queries and requirements they may have * Effectively respond to all issues and where you cannot resolve, to escalate in line with HCA escalation process * To ensure all information given and obtained is accurately recorded in line with HCA processes and procedures * Support team and team leader in all aspects of operational delivery * Use all required systems appropriately, accurately and professionally Skills & Experience
* Good general level of education * Previous extensive customer service experience, ideally within a contact centre environment * Experience of sales through service * Excellent communication skills About The Individual
At HCA UK we recognise and value everyone as unique and individual; treat people with kindness and compassion; act with absolute honesty, integrity, and fairness and trust and treat one another as valued members of the HCA UK family. As someone looking to join our family, you will demonstrate these key values.
You will also actively participate as a member of a team to move the team towards completion of tasks, goals, and objectives; demonstrate leadership and influence others to be the best they can be and inspire our colleagues and patients; and deliver information in a clear, concise, and compelling manner to effectively engage others and achieve desired results.
If you wish to find out more about this opportunity, please apply for this role and a member of the team will be in contact shortly.