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Service Centre Advisor

Prestatyn – Roodlane Medical Service Centre
Non-clinical
Part time
0025138
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Service Centre Operator

Location – Service Centre, Prestatyn- North Wales

Salary - £20,862.40 (FTE) + Benefits (pension, health cover, flexible benefits and excellent career development)

Hours- Monday-Friday 8am-5.30pm

Benefits package: 

By caring for our employees, we empower them to provide exceptional care for our patients. That’s why we offer a host of benefits that reflect the invaluable contribution they make every day.

  • 25 days holiday each year (excluding bank holidays)
  • Health Benefits; Private healthcare, private GP and dental insurance for you and your family
  • Protection: Critical illness cover and Life assurance for you and your spouse, personal accident insurance, travel insurance and will writing
  • Private pension contribution and free pension advice
  • Lifestyle: Cycle to work scheme, gymflex plus other discounts 
  • Annual pay review

About the role

We are looking for a new team member to join the Health Screening Services Team working within the Contact Centre in the HCA Primary Care department. The role will involve handling both inbound and outbound calls, responding to queries via email and compilation of Patient information reports.

Principal duties

  • Booking Appointments
  • To provide rapid response when answering calls
  • To handle booking requests professionally and accurately
  • Ensure client contract service levels are met when booking appointments
  • Use of supporting procedural documentation for booking instructions and guidance
  • To assist where necessary in rescheduling of appointments (e.g. GP absences, cancellations)
  • To process inbound request emails
  • To keep abreast of all new services and changes to existing services

Patient Information Reports

  • To create Patient Information Reports accurately and efficiently
  • To liaise with other RLM teams to help ensure Patient Information Reports are produced within the standard turnaround time

Knowledge and Understanding

  • Qualified to A Level standard (preferred)
  • Good English language skills (grammar and spoken)
  • Computer literacy
  • Experience in customer service

Problem solving ability

  • Resolving queries in a timely efficient manner
  • Ability to determine escalation process

Sphere of influence

  • Liaison with staff and general public
  • Demonstrate tact and diplomacy
  • To be efficient and professional in representing the company
  • Working as a cohesive member of the team

Risk and responsibility

  • Maintain a high standard of practice in accordance with company procedure
  • Perform and maintain accurate administration and records
  • To be able to operate effectively in an environment of constant change
  • Ability to maintain confidentiality of patient information at all times

Skills and Effort

  • Good verbal and written communication skills
  • Accuracy and attention to detail essential
  • Ability to work under pressure
  • Ability to retain large amounts of information
  • Ability to use own initiative
  • Ability to work well alone
  • Ability to prioritise work
  • To be able to work towards deadlines and deliver objectives
  • Commitment to and ability to work well as part of a team, both within the Department and across the Group
  • Computer literature including Microsoft Office skills and all Service Centre specific programs

Skills Required:

  • Proven excellent Customer Service experience
  • Team player and ability to build effective working relationships
  • Good previous office experience
  • Confident in all aspects of Microsoft Office; including Outlook and Excel
  • Able to communicate confidently via the telephone and via email
  • Works well in a supportive team environment
  • About the Facility

HCA Healthcare UK – The World’s largest private healthcare group; providing award winning primary, acute and complex care.

HCA Healthcare UK is the country’s largest provider of privately funded care with 800,000 patient interactions every year. From pioneering complex care, urgent care, to primary care, outpatient and day-case treatment, we provide exceptional care across our network of facilities and key NHS partnerships.

HCA Healthcare UK is the only private hospital group in the UK to specialise in complex and acute conditions able to invest in over £500 Million in the latest treatments, technology, techniques and medication.

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