Job summary
Due to our bespoke software system, we are helping our parent company (InHealth) with the coordination side of Lung Screening.
Main duties of the job
As a Customer Service Advisor in our Lung Screening department, youll be the first point of contact for all patient enquiries relating to appointment scheduling in our busy office based in Winsford. To be successful in the position, youll be able to communicate with members of the public from a variety of different backgrounds and be able to rely on your organisation skills to meet the requirements of our patients. Youll also be Flexible and be able to work in our in weekly working pattern as required.
About us
InHealth Intelligence is part of the InHealth Group which is the UKs largest specialist provider of diagnostic and healthcare solutions. Our aim is to make healthcare better for patients by working collaboratively with the NHS to deliver a range of high-quality tests, scans, assessments and procedures. In the last year, we have supported more than 4 million people in their healthcare journeys, the majority of these are NHS patients and service users. As a people-focused organisation, our teams are integral in how we deliver our services and our values of Trust, Passion, Care and Fresh Thinking underpin everything we do, influencing the way we interact with patients, customers, and colleagues. InHealth Intelligence is a leading provider of bespoke software, analytics, and managed solutions to the NHS as well as major provider of the DES (Diabetic Eye Screening) Service and CHIS (Childs Health Immunisation Services) under NHS contract.
Job description
Job responsibilities
Role:Customer Service Executive Salary:£22,308 OTE £30,000 Location:Middlewich Introduction: Our Targeted Lung Health Check (TLHC) program aims to identify lung cancer at its earliest stages, often before patients experience symptoms. This complimentary program is open to individuals aged 55-74 with a history of smoking. Through telephone screening, we assess our patients' risk of developing lung cancer. Utilizing our advanced systems, we can pinpoint those at risk and, when necessary, schedule them for a CT scan to provide peace of mind or enable early detection. What you will do:
As a Customer Service Advisor, your role involves reaching out to our patients, conducting thorough telephone screenings, and, as needed, coordinating appointments at conveniently located clinics for meetings with our dedicated Lung Health Nurses.
We are seeking Customer Service Advisors who are not only passionate and driven but also possess the creativity to contribute to shaping the future of our services, making them the best in the country for the patients we serve.
Duties:
- Arrange and undertake telephone triage appointments to establish risk scores and eligibility for further appointments.
- Ensure that patients are provided appointment dates/times suited to their needs.
- Receive and handle inbound calls from patients looking to book or amend appointments
- Contact new patients to remind them of their appointments.
- Responding to and actioning emails where needed
- Escalate any issues as and when they arise.
- Maintain accurate data on internal systems for reporting purposes.
- Maintain and ensure observation of robust quality assurance measures to meet national standards.
- Respond to patient queries regarding the Lung Health Check process and their outcome.
What people see in you: - Be experienced in dealing with customers and/or patients
- Educated to GCSE or equivalent Qualifications and or training/experience in Patient Care
- Understand the importance of patient confidentiality and be aware of data protection
- Have excellent verbal and written communication skills
- Have a keen eye for detail with relation to data administration
Person Specification
Qualifications
Essential
- Please see Job Description
Desirable
- Please see Job Description
Experience
Essential
- Please see Job Description
Desirable
- Please see Job Description
Additional Criteria
Essential
- Please see Job Description
Desirable
- Please see Job Description
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Employer name
InHealth Group
Address
Erf Way
Middlewich
CW10 0QJ