Company Description
ROC Clinic is a private healthcare organization with locations in London’s prestigious Harley Street medical district and Aberdeen, Scotland.
Specialising in both Primary and Secondary Care Services, the clinic emphasizes rapid access, diagnosis, and treatment for patients. ROC Clinic also offers integrated healthcare solutions for businesses, including occupational health and private health services tailored to company needs.
Role Description
This is a full-time, on-site role for a Bookings Executive based in Westhill. The Bookings Executive will manage appointment scheduling for new and existing clients, coordinate with medical staff to ensure seamless service delivery, and handle customer queries with professional communication. Responsibilities also include maintaining accurate records in booking systems, working collaboratively with the team to optimize operations, and providing front-desk support when required.
Qualifications
* Excellent organizational and time management skills, with the ability to handle appointments and schedules efficiently.
* Strong interpersonal and communication skills for engaging with clients in a professional and empathetic manner.
* Experience with administrative tasks, data entry, and proficiency in working with scheduling or booking software.
* Problem-solving abilities to address customer concerns and ensure a smooth client experience.
* Relevant experience in a customer-facing or healthcare-related field is preferred.
* Attention to detail and the ability to maintain accuracy in a fast-paced environment.
* A positive and proactive approach to team collaboration and improving operational processes.
Duties
* Handle enquiries (calls, web enquiries and emails) promptly in line with company set standards, displaying an outstanding telephone manner as well as high standard and meticulous written work/ communication via email channels. This applies to all internal colleagues, Consultants and stakeholders as well as to any external stakeholders/ customers/ patients.
* Book appointments, providing information to patients and clients to enable them to make an appointment. Ensuring enquiry conversion to Booking. Escalate as necessary.
* Update the CRM with enquiry progress data/ status.
* Promote Clinic’s services, facilities and patient experience to all customers in a positive and enthusiastic manner, whilst recognising and acting upon all opportunities for up-selling and link-selling
* Create and issue quotations, handle pre-authorisations
* Participate in ongoing training programmes and Keep updated on specialists, services, treatment, fees and private medical insurance (PMI) procedures. Ensuring the existing resources are referred to.
* Registering and updating clients and client data in the Electronic Medical Record in line with existing processes
* Liaising with all departments and individuals in order to answer queries