Doctor Care Anywhere is looking for a Patient Experience Coordinator to play a pivotal role in delivering a customer-centric approach within our contact center. You will engage directly with patients, resolve service enquiries, and support their needs to create a warm, welcoming experience in a company committed to delivering the best possible patient care.
What You'll Do
- Manage customer service inquiries related to memberships, appointments, and prescriptions via telephone and multiple communication channels.
- Provide clear guidance to customers on navigating the primary customer app and website.
- Support the coordination of medical referrals and the organisation of medical documentation.
- Work towards achieving individual and departmental targets and Key Performance Indicators (KPIs).
- Collaborate across departments to address patient inquiries and effectively represent the Patient Experience Team.
- Contribute to service enhancements by participating in projects and providing insights to Product Development teams.
- Champion a culture of accuracy, professionalism, and excellence in all patient interactions.
- Work closely with team members to share insights and best practices, fostering continuous improvement.
- Maintain accurate and detailed records of customer interactions, collect feedback, and prepare meaningful reports.
- Promote a patient-centred culture and uphold professional standards related to safeguarding adults, young people, and children at risk.
- Actively implement safeguarding protocols for children, young people, and vulnerable adults, including knowing how to escalate concerns.
- Ensure compliance with all relevant Mental Health legislation and associated Codes of Practice and national guidance.
What We're Looking For
- Proven ability to meet personal and organisational targets and KPIs within a contact centre or similar environment.
- Extensive customer service experience, showcasing strong empathy and a commitment to exceptional customer satisfaction.
- A confident, diligent, and self-reliant individual with a pragmatic, solutions-focused approach to problem-solving.
- Passionate about achieving Customer Service Excellence, with a proactive and enthusiastic attitude toward meeting customer needs.
- Strong written and verbal communication skills, including a professional and confident telephone manner.
- Proficient in business administration and IT, with strong familiarity using Microsoft programs, the ability to work independently, and capability to perform basic IT troubleshooting.
Technical Stack
- Microsoft programs
Team & Environment
You will join the Patient Experience Team within a contact center, working in an autonomous environment focused on health and wellbeing.
Benefits & Compensation
- Compensation: £26,393 per annum
- Doctor Care Anywhere subscription for you and 5 loved ones
- Company Bonus
- 25 Days Holiday + Bank Holidays
- Birthday Day Off
- Buy up to 5 days of additional annual leave (FTE)
- Charity Days
- Enhanced Maternity and Paternity Pay
- Bike2Work Scheme
- Cross-Team Collaboration Opportunities
- Development Opportunities
Work Mode
This is a hybrid role.
Doctor Care Anywhere is an equal opportunity employer.
