Position Reports To: Director of Strategy & Operational Excellence
Overview of Elanic Hospital:
Elanic Hospital opens this Autumn, offering a new private hospital service for Glasgow City Centre and Central Scotland. Situated on Bath Street, the hospital is the expansion of the successful Elanic Clinic which has been undertaking day-surgery since 2013.
The hospital will add two new operating theatres to Elanic’s facilities, one of which will be an Ultra-Clean laminar flow theatre, capable of joint surgery, and will mean a total of three operating theatres within the Elanic facilities. In addition to the operating theatre capacity, the hospital will add; five inpatient bedrooms, one of which will offer high dependency functionality; a daycase surgery recovery suite; and consulting space.
Elanic Hospital will build on the high quality and high patient satisfaction reputation of Elanic Clinic who achieved a ‘Good’ rating from Healthcare Improvement Scotland in June 2024 and has exceptionally low infection rates.
The hospital will be offering treatments/procedures in multiple specialties including; Orthopaedic, General, Bariatrics, Plastics/Cosmetics, ENT, Gynaecology, and more.
Our Ethos:
We help people achieve their goals through building confidence and self-esteem. We do this by caring – we build trust by acting with compassion, integrity and discretion. We are proud to say that our ethical and responsible approach to treatment and surgery has been making a positive impact on our patient’s lives since 2009.
Overview of Position:
The Patient Coordinator is primarily a telesales position. The fundamental aspect of the Sales Coordinator’s role is to be the outward face of Elanic, to embody our ethos and broadcast our ideals of caring and compassion and build rapport with prospective clients.
The role is to be the first point of contact for clients contacting Elanic. This contact could come through the completion of details on one of the Elanic and associated Brands’ websites thus generating a ‘lead’ in our proprietary CRM system, Salesforce. The responsibility of the sales Consultant is to respond to this lead by telephone usually or through email if the client has specified this. The Patient Coordinator then should discuss the client’s interest in a given procedure, ascertain the body issue they have, be able to advise regarding suitability and pick a Practitioner to book the client in with. It is important that the Sales Coordinator asks pertinent questions to narrow down the likelihood of a client booking. The Coordinator must be aware of clinic capacity and availability and preferential interests of the Practitioners. Elanic will teach our Curated Call.
The Patient Coordinator will also be responsible for answering calls from prospective new clients who call the clinic.
The third point of contact for Clients is via Live Chat. Coordinators must have the ability to multitask live chat whilst conducting other tasks.
It is not expected that Consultants should be capable of giving Medical Advice and questions regarding medical issues should relayed to other members of the team.
The Coordinators will work closely with the wider Elanic team to facilitate and maximise conversions.
Patient Coordinators are required to accompany Clients during consultations and book accordingly.
Data entry and completion of tracker documents is vital and must be accurate.
Personal Attributes & Skills
Essential:
* An awareness to abide by Elanic standards of compassion, empathy and ethics
* A strong focus on customer care.
* Excellent communication skills both written and verbal.
* High proficiency of telephone sales ability
* A desire to spend long periods on the telephone in a high-pressure environment.
* A drive to achieve targets
* A willingness to learn and adapt
* PC literate with intermediate skills on all Microsoft Office packages.
Desirable:
* Experience with Aesthetic or Cosmetic treatments including surgery.
* Working knowledge of Clinic Office software package.
* Familiar with workplace regulations (Health and Safety at Work; Data Protection; Employment Law & Practices).
* Minimum of two years post experience in telesales
* Prior experience of using Live Chat
Key Responsibilities and Duties
Customer Focus
* Advising clients on all aspects of the procedures they may be interested in undertaking or they are booked in to receive
* Promote clinic and its activities
Patient Care & Co-ordination
* Act as the first point of contact for all new Clients
* As part of the initial call process, ensure that the patient is fully informed of all costs, clinical implications of treatment, outcome and recovery expectations.
* In the event that a Client does not book after consultation, the lead will be owned by the Sales Consultants until closure or conversion.
* The setting up and agreement of any required follow up telephone calls or appointments which will be needed as part of the patient’s treatment plan or journey within the clinic.
* This is a critical role within the clinic and it is the personal responsibility of the Sales Coordinator in this role to ensure that these duties are carried out to provide the best experience possible for the patient.
Service Delivery
* To ensure the Clinic Capacity is maximised.
* To ensure good liaison with other members of the team to give the best possible patient journey.
Key Measurements & Deliverables
* All enquiries in normal working hours must be answered within 20 mins
* Aim for 90% enquiries answered within 5 mins
* Minimum conversion of enquiries to consultation of 40%
* Aim for conversion of enquiry to consultation to be 50%
* On day booking rate in consultation of 60%
* >95% completeness on KPI indicator docs
£27,000 plus bonus paid on performance. Top tier bonus £75,000 plus.
(The above is neither inclusive nor exhaustive and other duties / objectives / goals may be reviewed and changed from time to time as business needs dictate and in agreement with job holder.)
Job Type: Full-time
Pay: £27,000.00 per year
Additional pay:
* Performance bonus
Work Location: In person
Application deadline: 15/11/2024
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