Customer Service Officer
Salary: £24,902.40pa (21,902.40 basic + up to £250.00 monthly bonus if KPI’s targets are met + competitive benefits including private healthcare).
Location: Prestatyn, North Wales with remote working available
The role is available to work on a home basis with equipment provided, however the first 8 weeks will need to be office based from our Prestatyn hub, which has free parking and is 15-minute drive off the A55 or 15-minute walk from Prestatyn train station.
About the Role:
We are looking for outstanding individuals to join HCA as a Customer Service Officer who will relish in the challenge of delivering 5-star customer service to our customers. This role will mainly involve responding to patient enquiries, taking inbound calls and some outbound calling will also be required. You will also be responsible handling information requests over the telephone and by email and making outbound calls to insurance companies.
The Customer Service Officer will be reporting to the Customer Service Team Leader, the successful candidate will be responsible for resolution of patient queries/complaints and work with the team to meet KPI’s/SLA’s set by Senior management. Duties include inbound & outbound calls, emails and letter correspondence, providing high quality customer service. To project a professional company image during all interactions with both internal and external customers/patients. Role also involves taking payments via the payment portal system, liaising with private medical insurers and some collection duties. The role will involve frequent interaction with facility staff at all levels.
You will use your customer service experience to ensure the achievement of all KPIs and SLAs, including call quality and appointment targets, always ensuring an exceptional level of accuracy.
- Proven excellent Customer Service experience
- Ability to build excellent rapport with customers, patients, and consultants building strong relationships quickly and have the listening and communication skills to inspire confidence
- Demonstrate empathy, patience and diplomacy to reassure customers, overcome challenges and deliver the highest standards of customer service
- Knowledge of healthcare or clinical experience is desirable but not essential
- Computer literate.
About the Company:
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.