As a Customer Service Advisor in our Lung Screening department, you'll be the first point of contact for all patient enquiries relating to appointment scheduling in our busy office based in Middlewich.
Main duties of the job
To be successful in the position, you'll be able to communicate with members of the public from a variety of backgrounds and rely on your organisational skills to meet patient requirements. You should also be flexible and able to work in our weekly rotating pattern as required.
About us
InHealth is the UK's largest specialist provider of diagnostic and healthcare solutions. Our aim is to improve healthcare for patients by collaborating with the NHS to deliver high-quality tests, scans, assessments, and procedures. Last year, we supported over 5 million people in their healthcare journeys, mostly NHS patients and service users.
As a people-focused organization, our teams are central to service delivery. Our values of Trust, Passion, Care, and Fresh Thinking underpin everything we do, shaping our interactions with patients, customers, and colleagues.
Our mission is to become the preferred provider of high-quality diagnostics and healthcare solutions in hospitals and community settings, serving patients from 1,000 locations by 2025.
Job responsibilities
Role: Customer Service Advisor
In our Lung Cancer Screening department, you'll be the first point of contact for patient enquiries related to appointment scheduling at our Middlewich office. You should be able to communicate effectively with diverse backgrounds and organize appointments efficiently. Flexibility to work in our weekly rotating schedule is essential.
Duties include:
* Conduct telephone triage consultations to assess risk scores and eligibility for further assessment.
* Handle inbound calls for booking or amending appointments.
* Respond to telephone queries from patients.
* Follow up with patients to ensure appointments are booked within NHS guidelines.
* Escalate issues as they arise.
* Maintain accurate data in internal systems for reporting.
* Follow quality assurance measures to meet national standards.
* Build and maintain relationships with stakeholders.
* Contribute to improving healthcare for our patients.
Experience and Qualifications
* Experience in customer or patient interactions, handling queries sensitively.
* GCSEs or equivalent qualifications, or relevant training/experience in Patient Care.
* Understanding of patient confidentiality and data protection.
* Excellent verbal and written communication skills.
* Responsibility for health, safety, and welfare, complying with regulations.
* Experience with audits and reporting, maintaining quality standards.
Person Specification
Qualifications and Experience
* Please see Job Description for details.
Additional Criteria
* Please see Job Description for details.
Disclosure and Barring Service Check
This position requires a DBS check under the Rehabilitation of Offenders Act (Exceptions Order) 1975, to disclose any criminal convictions.
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