Contact Centre Advisor-Primary Care
Prestatyn, North Wales
Full-Time40 hoursper week
Salary: £28,912.00 per annum
Shift times: You will work on arotabasis with flexible shift options, currently between 8am-5.30pm Monday-Friday.
Permanent
We’relooking for a Contact Centre Advisor to join our team based in Prestatyn. Our Contact Centre Advisors takein excess ofover 55,000 patient calls per month and are the first point of contact for our patients and customers. HCA has been founded on5-star exceptional service. Our teamhere,ensurethat all patients receive that VIP treatment from theinitialcall.
As a Contact Centre Advisor,you’llbe Working within a highly focused, high volume, supportive, collaborative team. You willbe responsible formaking patient appointments and handling information requests over the telephone and by email. You will be collecting customer information and data to supportpatientsbooking, so great administrative skills and attention to detail are key.
Above all else,we’recommitted to the care and improvement of human life.It’sthis guiding vision that influences everything we do at HCA UK. From the CEO to the colleagues on thefloorwe all have a part to play in delivering exceptional care to our patients.Other’smay think this is just a role in our Contact Centre team, but to us,you’llbe part of a wider team with a unique sense of purpose, one that helps improve lives daily.
Whatyou’lldo:
1. Schedule appointments within the HCA Facilities
2. Handling information requests over the telephone and by e-mail, providing details of facilities.
3. To provide rapid response when answeringcallworking towards set SLAs and individual KPIs.
4. Disseminating information about hospitals, their services, and their departments,utilisingthe relevant hospital USPs.
5. To administer all enquiries within agreed servicelevelsensuringall systems are accurately updated in the process.
Whatyou’llbring:
6. Proven experience within a customer service environment.
7. Ability to build excellent rapport with customers, patients, and consultantsbuildingstrong relationships quickly and have the listening and communication skills to inspire confidence.
8. Demonstrate empathy, patience, and diplomacy to reassure customers, overcomechallengesand deliver the highest standards of customer service.
9. Knowledge of healthcare or clinical experience is desirable but not essential.
10. Computer literate.
Why HCA UK?
Originally founded over 50 years ago by DrThomasFrist, HCA has gone on to become one of the world’s leading healthcare providers. In the UK,we’reone of the largest providers of privately funded healthcare and have invested over £500 million in the latest treatments, technology, techniques,medicationand facilities. Being part of a large multisite,establishedhealthcaregroupwe can offer you unrivalled opportunities for career progression through internal and external courses, as well as working conditions thatprioritiseboth your mental and physical wellbeing.
By caring for our employees, we empower them to provide exceptional care for our patients.That’swhy we offer a host of flexible benefits that reflect the invaluable contribution they make every day. As a Contact CentreAdvisoryou’llbe eligible for:
11. 25 daysholiday each year (plus bank holidays) increasing with service, withoptionto buy or sell leave to suit you.
12. Private Healthcare Insurance for treatment at our leading hospitals.
13. Private pension contribution which increases with length of service.
14. Season Ticket Loan andCycle toWorkscheme.
15. Group Life Assurance from day one.
16. Critical illnesscover.
17. Enhanced Maternity and Paternity pay.
18. Corporate staff discount for all facilities including Maternity packages atThe Portland.
19. Comprehensive range of flexible health,protectionand lifestyle benefits to suit you.
20. Discounts with over 800 major retailers.
Culture and values
At HCA UK we believe exceptional care starts with our people. We celebrate the unique perspectives and different experiences each of us bring as we know that when you feel seen,heardand supported you can be at your best for our patients, and each other.
Our mission is simple,above all elsewe’recommitted to the care and improvement of human life, a clear statement that extends to both our patients and colleagues. To achieve this, we live and breathe four core values:
21. Unique and Individual: Werecogniseand value everyone as unique and individual
22. Kindness and compassion: We treat people with kindness and compassion
23. Honesty,integrityand fairness: - We act with absolute honesty,integrityand fairness
24. Loyalty,respectand dignity: We trust and treat one another as valued members of the HCA UK family with loyalty,respectand dignity
Reasonable adjustments
We believe everyone should feel comfortableto bringtheir full self to work and be afforded the same opportunities. As a Disability Confident committedorganisation,we’rehappy to discuss flexible working arrangements to suit your needs as well as offer reasonable adjustments throughout our recruitment process, and in the workplace, to anyone that needs them.
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