Overview of Better2Know
Better2Know is a global leader in sexual health testing and wellness services, committed to making healthcare accessible, reliable, and discreet for everyone. With a focus on excellence, we provide high-quality diagnostic solutions through a trusted network of clinics, skilled professionals, and advanced laboratories. Our mission is to empower individuals to take control of their health in a compassionate and inclusive environment. By joining our team, you will play an essential role in improving lives—helping patients feel supported, informed, and respected. Be a part of Better2Know and make a meaningful impact on global health and patient well-being every day.
What does this position do?
This role is essential in supporting patients throughout their journey. Team members are responsible for promptly answering patient and all other emails, addressing questions and providing information with clarity and compassion. They handle and report test results accurately, ensuring confidentiality and timeliness. Additionally, they assemble and dispatch home test kits. At all time they maintain quality standards to provide patients with an efficient, reliable service from start to finish.
Job Description
· Provide prompt, compassionate, and accurate responses to all patient and partner inquiries across email, webchat, and other channels, ensuring a consistent five-star service experience.
· Accurately report test results to patients in a timely manner, coordinating effectively with laboratories and doctors, and ensuring clear, supportive communication.
· Fulfilling patient and partner orders for testing kits and stock items promptly and accurately.
· Understand customer needs by listening/ reading attentively, answering questions, and offering solutions that align with our services. Build positive relationships to earn customer trust and respond to all patient queries to a five-star standard.
· Maintain accurate and up-to-date information in systems, verifying data against other sources.
· Proactively address and resolve first line complaints, gathering feedback to continually enhance service quality.
· Stay informed on healthcare developments and company updates relevant to patient care and service.
· Contribute to team and company projects, as assigned, to support overall business goals.
Key Performance Indicators
Key performance indicators for this position include:
1 Written Enquires
· Email response times: The time it takes to respond to customer written queries
· Webchat responses and sales: Webchats are answered by the team providing high quality responses resulting in sales
· Complaint resolution: on time resolution leading to satisfied patients
2 Results Reporting
· On time results reporting with appropriate follow up with the laboratories and reporting on exceptions
3 General
· Customer Satisfaction Scores: The average rating out of 5 given by our patients. This is a key marker of quality.
· Attendance: being on time and present for work
· Meeting Deadlines: keeping promises made to patients, colleagues and managers
4 Dispatch (UK only)
· Kit and stock request fulfilment on time, accurately and without stock outs
Personal Attributes
· Genuine commitment to assisting individuals in accessing testing services: Strong ability to understand and relate to the concerns of patients and customers
· Exceptional proficiency in both written and spoken English and other languages, coupled with a professional telephone demeanour.
· High levels of patient care and compassion, ensuring a supportive environment for clients: Capacity to think critically and resolve issues effectively.
· Meticulous attention to detail in all aspects of work.
· Strong organisational skills to manage tasks efficiently.
· Results-oriented with a demonstrated ability to complete tasks effectively.
· Eagerness to learn about sexual health and the products and services offered by Better2Know.
· Proficient in various IT applications, including Microsoft Word, Excel, and internet navigation.
· Enthusiastic about embracing new challenges and opportunities for growth.
Growth Opportunities
Upon successfully achieving set goals you can become a Senior Patient Services Executive or transfer to the sales team. We would expect this to take between 12 to 18 months.
About this job description
Better2Know is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. This job description is intended to convey essential information about the scope of the position and is not intended to be exhaustive. Responsibilities, hours of work, place of work and tasks may be subject to change based on organisational needs.
This document is not a contract of employment.