Our client is looking for a Customer Service Specialist with high emotional intelligence.
Client Details
A leader in their field.
Description
1. First Contact and Engagement:
Act as the first point of contact for all inbound enquiries, whether by phone or email, offering a welcoming and professional service.
Direct non-treatment-related calls and emails to the relevant department, ensuring smooth internal communication.
Engage sensitively with individuals or their families seeking treatment, understanding their needs and guiding them through the next steps.
Conduct thorough pre-admission screenings to evaluate suitability for treatment at Castle Health, ensuring all necessary information is gathered.
2. Lead Qualification and Nurturing:
Qualify leads by identifying individuals suitable for treatment, while addressing any concerns or objections that may arise.
Nurture leads through follow-up communication, ensuring consistent engagement until they are ready for referral, admission, or alternative support.
3. Referral and Admissions Support:
Pre-screen all cases to assess the individual's eligibility for treatment before handing them over to the Admissions Department.
Pass fully qualified and pre-screened leads to the Admissions Department, ensuring all relevant information is communicated for smooth case management.
For non-qualifying leads, refer individuals to appropriate alternative treatment providers, following established protocols and ensuring compassionate care throughout.
Maintain and regularly update a list of preferred alternative treatment providers in collaboration with the Referrer Relations team, adding new options when necessary.
Coordinate with the Referrer Relations team on Private Medical Insurance matters to ensure accurate and comprehensive support.
4. Sales and Conversion:
Adopt a proactive, sales-driven approach to lead conversion, offering clear information and reassurance to individuals at every stage of their decision-making process.
Overcome objections with empathy, providing tailored solutions that address concerns about treatment, costs, or other factors.
Manage and track all enquiries and leads using CRM software, ensuring accurate reporting and effective lead management.
5. Follow-Up and Reporting:
Ensure no opportunity is missed by following up consistently with open leads until they are referred, admitted, or closed.
Record all lead and enquiry activities within the CRM, contributing to ongoing reporting and performance analysis in team meetings.
Provide administrative support where required, ensuring the smooth functioning of the department.
6. Collaboration and Communication:
Maintain strong working relationships with the Admissions Department, Referrer Relations team, and other departments to ensure referrals are handled efficiently.
Ensure all communications for timekeeping and reporting are maintained with the Lead Help Centre Officer.
Be willing to work flexible hours, including evenings and weekends, to meet the needs of potential clients. Work can be done remotely, but occasional on-site attendance may be required.
Profile
1. Interpersonal Skills:
Demonstrated ability to handle sensitive, emotional conversations with empathy and professionalism.
Strong communication skills, including a warm, supportive telephone manner.
2. Sales and Customer Service:
Proven experience in sales or customer service, with an ability to convert enquiries into action through effective lead nurturing and engagement.
Ability to identify and address objections, guiding potential clients towards making informed decisions.
3. Organisational and IT Skills:
Strong organisational abilities, with a keen eye for detail and the ability to manage multiple tasks concurrently.
Proficiency in CRM systems, Microsoft Office, and telephonic systems used in customer service or admissions environments.
4. Sector Knowledge (Preferred):
Knowledge of addiction recovery and treatment is highly desirable, with an understanding of the impact of addiction on individuals and their families.
Familiarity with the treatment options provided by Castle Craig, including the unique aspects of its programmes, is an advantage.
Additional Responsibilities:
Undertake additional duties as directed by your line manager or the Hospital Manager.
Participate in quality assurance processes, with all calls and emails monitored for training and quality control purposes.
Maintain compliance with confidentiality policies concerning patient information at all times.
Job Offer
A salary of around £29,000.
Some weekend and evening work.
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