Customer Service Advisor

Description:

The role of the customer service officer is to provide an excellent and qualitative service to existing and prospective patients. You will personalise the service you provide by understanding the reasons for seeking treatment to validating their suitability for such treatment. You will promote the benefits of Bupa Cromwell hospital's products and services by assuring patients that they are in the hands of the most capable in the private healthcare industry. The role includes a high level of telephone and email communication dealing with both incoming and outgoing calls and emails. The successful candidate will be expected to support both the marketing and contact centre teams within the Marketing and Commercial department.

You'll help us make health happen by:

• To always ensure the qualitative delivery of service to patients.
• To become the primary point of contact for patients, clinicians, and support teams.
• Ensure the delivery of service against core standard operating models
• Build strong working relationship with patients and promote the services of Bupa Cromwell hospital.
• Develop strong internal relationships with other teams in the hospital including general business support.
• Effectively manage calls, emails, chat, and fax enquiries.
• Update and maintain patient records in bespoke systems.

Key Skills / Qualifications needed for this role:

• Proven sales and customer service skills from within the healthcare/insurance/financial services industry.
• Accuracy and attention to detail including excellent written and verbal communication skills.
• Participation in ideas generation and sales initiatives.
• Decision making skills.
• Strong background in effective relationship management both internally and externally.
• Competent in utilisation of MS Office including Word and Excel.
• Experience in calls and email handling within a contact centre / sales environment.
• Experience in managing customer queries and complaints.
• Can empathise with patients and assuage any anxiety in a confident and professional manner