Main Purpose of Role & Skill Set Requirement
This role is a multi-functional position concerning patient contact. Through telephone and computer communication, this role assists patients with their queries on clinical treatments and inquiries about their treatment plans and reservations. This role is also the first point of contact through sales and therefore vital to making a good first impression. An empathetic nature and excellent people skills are essential for this role along with strong IT skills.
Role Purpose
* Handle inbound inquiries via WhatsApp, email, and phone.
* Undertake outbound telesales calls to new patients through “warm” calling, generating and following up leads to convert into business.
* Patient retention and upselling to ensure the medical solutions provided are delivered in a holistic manner.
* Follow up on marketing campaigns & participate in promotional activities to increase sales volume.
* Engage with patients in an ethical and professional manner at all stages of the patient journey.
* Be informative and knowledgeable about all treatments and deliver factual and appropriate information according to patients’ needs.
* Consult with patients seeking surgical procedures and achieve conversion targets by booking them with the appropriate surgeon.
* Meet and greet patients at reception and conduct front-of-house duties.
* Learn, retain, and deliver high-quality appropriate information to patients on service and treatment solutions.
* Be tactful, empathetic, and understanding when dealing with patients and their concerns.
* Manage individual targets and work with other staff, as appropriate, to ensure they are met.
* Ensure all customer data is accurately recorded on the CRM database and maintain relevant concise data.
* Maintain patient confidentiality at all times.
* Stay up to date with information, training, and development opportunities appropriate for maintaining and developing professional service standards.
* Ensure that services are offered and delivered in line with relevant legislation.
* Undertake other duties that may be required from time to time that reasonably fall within your skill set.
* Send out appointment letters/text reminders as required.
* Input all patient contact data and file notes on clinical systems.
* Assess if patients are suitable to be booked for consultation with clinicians.
* Convert inquiries to consultations and consultations to sales.
* Follow up with patients after their initial consultation with a view to booking treatment and moving forward with their treatment plans.
* Take deposit and balance payments as per the deposit/payment policy.
* Inform patients of finance options appropriately and process paperwork.
* Gather before/after pictures from patients into a structured format with given patient consent.
* Patient filing & archiving.
* Maintain safe standards of practice and compliance with Care Quality Commission regulations.
* Participate in relevant market research and patient surveys when requested.
* Ensure all paperwork for the patient's journey is adequately and accurately completed.
* Upload photographs on the CRM system.
* Perform other duties as requested by SMT or Medical Director within your skill range.
Job Types: Full-time, Permanent
Pay: From £12.50 per hour
Additional pay:
* Commission pay
Benefits:
* Company pension
* Employee discount
Schedule:
* 8 hour shift
* Monday to Friday
* Weekend availability
Education:
* GCSE or equivalent (required)
Experience:
* Sales: 3 years (required)
Work Location: In person
Application deadline: 25/11/2024
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