Due to our bespoke software system, we are helping our parent company (InHealth) with the coordination side of Lung Screening.
Main duties of the job
As a Customer Service Advisor in our Lung Screening department, you'll be the first point of contact for all patient enquiries relating to appointment scheduling in our busy office based in Winsford. To be successful in the position, you'll be able to communicate with members of the public from a variety of different backgrounds and rely on your organization skills to meet the requirements of our patients. You'll also be flexible and able to work in our weekly working pattern as required.
About us
InHealth Intelligence is part of the InHealth Group which 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 4 million people in their healthcare journeys, the majority of whom are NHS patients and service users. As a people-focused organization, 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.
Job responsibilities
Role: Customer Service Executive Salary: £22,308 OTE £30,000 Location: Middlewich Introduction: Our Targeted Lung Health Check (TLHC) program aims to identify lung cancer at its earliest stages, often before patients experience symptoms. This complimentary program is open to individuals aged 55-74 with a history of smoking. Through telephone screening, we assess our patients' risk of developing lung cancer. Utilizing our advanced systems, we can pinpoint those at risk and, when necessary, schedule them for a CT scan to provide peace of mind or enable early detection.
What you will do:
As a Customer Service Advisor, your role involves reaching out to our patients, conducting thorough telephone screenings, and, as needed, coordinating appointments at conveniently located clinics for meetings with our dedicated Lung Health Nurses.
We are seeking Customer Service Advisors who are not only passionate and driven but also possess the creativity to contribute to shaping the future of our services, making them the best in the country for the patients we serve.
Duties:
* Arrange and undertake telephone triage appointments to establish risk scores and eligibility for further appointments.
* Ensure that patients are provided appointment dates/times suited to their needs.
* Receive and handle inbound calls from patients looking to book or amend appointments.
* Contact new patients to remind them of their appointments.
* Respond to and action emails where needed.
* Escalate any issues as and when they arise.
* Maintain accurate data on internal systems for reporting purposes.
* Maintain and ensure observation of robust quality assurance measures to meet national standards.
* Respond to patient queries regarding the Lung Health Check process and their outcome.
What people see in you:
* Experience in dealing with customers and/or patients.
* Educated to GCSE or equivalent qualifications and/or training/experience in Patient Care.
* Understanding of the importance of patient confidentiality and awareness of data protection.
* Excellent verbal and written communication skills.
* A keen eye for detail with relation to data administration.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such, it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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