Job summary
To be responsible for intercepting, logging, handling and booking all incoming enquiries and referrals received by OSD Healthcare
The focus of this role is to convert enquires and referrals into bookings
Main duties of the job
Responsible for intercepting, logging, handling and booking all incoming enquiries and referrals received by OSD healthcare via all channels to maximising the return on investment from digital marketing, communications and business development initiatives.
To follow the referrals handling process by adding all enquiries received onto the appropriate waitlist on CRM System.
Continuously working towards maximising lead conversion, efficiently utilising all available OSD resources.
To identify the need of the enquirer, providing them with the relevant information about the service, Consultant/Clinician, pricing, and payment methods. Providing accurate and quality information on all OSD services to patients.
Liaise with clinical and non-clinical departments to ensure correct information is given for pricing quotations, ensuring accurate written and verbal quotations are provided. Contacting patients by phone to ensure required deposits for appointments, treatment or procedures are received in full before appointment/ admission takes place.
To build and maintain relationships with consultants, requesting ad-hoc clinic availability.
Engage with patients, consultants and external providers as well as staff members across all other departments at OSD Healthcare to provide them with outstanding customer service.
Exhibit excellent communication skills, an impeccable telephone & email manner with confidence in dealing and liaising with people at all levels.
Work in a calm and organised manner even at times of stress or pressure.
Dealing with upset or irate patients in a calm, professional and reassuring manner
Work with and support Service & Self-pay manger and Marketing team to maximise return on marketing investment and deliver on the marketing strategy.
Work with and support the Business Development Team to engage and retain consultants, GPs, PMIs and other referrers to deliver on the sales plan.
To ensure all appointments are assessed for clinical appropriateness by relevant clinicians.
To ensure that correct data and information for sales and marketing purposes is captured and that this is entered accurately in the systems. This is to be done in line with OSD defined format, timelines, and frequency.
To manage all data records, following all data protection regulations and guidelines.
To ensure knowledge is fully up to date with all service offerings, pricing, and PMI information.
To escalate any feedback or complaints from patients following appointment or procedures, escalating when necessary.
To work flexibly as part of the team and to undertake any other relevant duties as required in the post.
To always ensure confidentiality, being an ambassador for the enquiries team and providing an excellent quality of service.
Demonstrate OSD healthcare values.
About us
At OSD Healthcare, we are pioneering a new approach to private healthcare. We are committed to combining the skills of our healthcare professionals with the very best in medical technology, ensuring we deliver the best possible care to our patients.
Our mission is to make private healthcare affordable and accessible, providing outstanding patient care - 7 days a week, 365 days a year. Our flagship outpatient, dental, physio and diagnostic clinic features state-of-the-art equipment and an exceptional, quality environment for patients and staff.
We have extended our service offering our day case theatres on site. Patient pathways and continuity of care are of the utmost importance to us and we believe that the ability to offer consultations, testing, imaging and surgery under one roof will positively impact our patients experience with us. Our aim is to provide the very best in healthcare in the fastest possible time. No case is too small, and every case is as important to us as it is to our patients.
Job description
Job responsibilities
We have an exciting opportunity for 2 Enquiries Co-ordinators to join our Business Development team based in Hemel Hempstead. You will join us on a full-time, permanent term basis, and in return, you will receive a salary of £25,000.00pa DoE plus benefits.
About Us
At OSD Healthcare, we are pioneering a new approach to private healthcare. We are committed to combining the skills of our healthcare professionals with the very best in medical technology, ensuring we deliver the best possible care to our patients.
Our mission is to make private healthcare affordable and accessible, providing outstanding patient care - 7 days a week, 365 days a year. Our flagship outpatient, dental, physio and diagnostic clinic features state-of-the-art equipment and an exceptional, quality environment for patients and staff.
We have extended our service offering our day case theatres on site. Patient pathways and continuity of care are of the utmost importance to us and we believe that the ability to offer consultations, testing, imaging and surgery under one roof will positively impact our patients experience with us. Our aim is to provide the very best in healthcare in the fastest possible time. No case is too small, and every case is as important to us as it is to our patients.
Situated in Hemel Hempstead with free on-site parking and easy access to the M1 and M25, this is a unique opportunity to join a growing organisation, helping to shape our services and deliver outstanding care to each and every one of our patients.
About the role
Your responsibilities will include:
- To be responsible for intercepting, logging, handling and booking all incoming enquiries and referrals received by OSD Healthcare
- The focus of this role is to convert enquires and referrals into bookings
The successful candidate will be expected to work on a shift basis, working 37.5 hours per week over a 7 day rota during the hospital operating hours. The rota is not fixed, is subject to change in order to meet operational needs and will be required to work weekends and bank holidays in accordance with the rota.
About you
The ideal candidate will have the following qualifications, skills and experience:
- Good standard of general education with GCSE (or equivalent) including English and Mathematics.
- Experience of working within a fast-paced enquiries team, hospital admin or call centre/tele sales environment using CRM systems.
- Handling sensitive conversations.
- Administration and clerical experience with ability to process data effectively and accurately and work in a methodical, systematic way.
- Experience of dealing with the public/patients.
For full details, please refer to the job description and person specification attached.
Benefits we offer
We are dedicated to making a positive impact on the lives of those around us – for our staff as well as our patients. To deliver outstanding healthcare our staff are one of the most important factors in our success.
We recognise that what’s important in work goes far beyond pay – including the environment you work in, the people you work with and the benefits and opportunities that come as part of a total reward package.
We are committed to enabling you to do the job you have been trained for in a superb environment with the best facilities and equipment available. We want our team to feel valued and have the opportunity to develop and grow with us, so we offer balanced rewards to support your current and future career.
Benefits include:
- 33 days annual leave inc of bank holidays, increasing with length of service and opportunity buy/sell leave
- Contributory pension scheme
- Life Insurance
- Private Medical Insurance (upon completion of probationary period)
- Contribution towards eye care
- Cycle to Work Scheme
- Employee Assistance
- OSDH Discount
- Discounted Cinema Tickets
- Car Discounts
- Free on-site parking
Applicants must have the right to work in the UK. Please be advised that if you are invited to attend an interview, you will be required to provide proof of your right to work in the UK.
Please note - this role does not qualify for a Certificate of Sponsorship.
Click apply today to be considered for the Enquiries Co-Ordinator role – we would love to hear from you!
Job description
Job responsibilities
We have an exciting opportunity for 2 Enquiries Co-ordinators to join our Business Development team based in Hemel Hempstead. You will join us on a full-time, permanent term basis, and in return, you will receive a salary of £25,000.00pa DoE plus benefits.
About Us
At OSD Healthcare, we are pioneering a new approach to private healthcare. We are committed to combining the skills of our healthcare professionals with the very best in medical technology, ensuring we deliver the best possible care to our patients.
Our mission is to make private healthcare affordable and accessible, providing outstanding patient care - 7 days a week, 365 days a year. Our flagship outpatient, dental, physio and diagnostic clinic features state-of-the-art equipment and an exceptional, quality environment for patients and staff.
We have extended our service offering our day case theatres on site. Patient pathways and continuity of care are of the utmost importance to us and we believe that the ability to offer consultations, testing, imaging and surgery under one roof will positively impact our patients experience with us. Our aim is to provide the very best in healthcare in the fastest possible time. No case is too small, and every case is as important to us as it is to our patients.
Situated in Hemel Hempstead with free on-site parking and easy access to the M1 and M25, this is a unique opportunity to join a growing organisation, helping to shape our services and deliver outstanding care to each and every one of our patients.
About the role
Your responsibilities will include:
- To be responsible for intercepting, logging, handling and booking all incoming enquiries and referrals received by OSD Healthcare
- The focus of this role is to convert enquires and referrals into bookings
The successful candidate will be expected to work on a shift basis, working 37.5 hours per week over a 7 day rota during the hospital operating hours. The rota is not fixed, is subject to change in order to meet operational needs and will be required to work weekends and bank holidays in accordance with the rota.
About you
The ideal candidate will have the following qualifications, skills and experience:
- Good standard of general education with GCSE (or equivalent) including English and Mathematics.
- Experience of working within a fast-paced enquiries team, hospital admin or call centre/tele sales environment using CRM systems.
- Handling sensitive conversations.
- Administration and clerical experience with ability to process data effectively and accurately and work in a methodical, systematic way.
- Experience of dealing with the public/patients.
For full details, please refer to the job description and person specification attached.
Benefits we offer
We are dedicated to making a positive impact on the lives of those around us – for our staff as well as our patients. To deliver outstanding healthcare our staff are one of the most important factors in our success.
We recognise that what’s important in work goes far beyond pay – including the environment you work in, the people you work with and the benefits and opportunities that come as part of a total reward package.
We are committed to enabling you to do the job you have been trained for in a superb environment with the best facilities and equipment available. We want our team to feel valued and have the opportunity to develop and grow with us, so we offer balanced rewards to support your current and future career.
Benefits include:
- 33 days annual leave inc of bank holidays, increasing with length of service and opportunity buy/sell leave
- Contributory pension scheme
- Life Insurance
- Private Medical Insurance (upon completion of probationary period)
- Contribution towards eye care
- Cycle to Work Scheme
- Employee Assistance
- OSDH Discount
- Discounted Cinema Tickets
- Car Discounts
- Free on-site parking
Applicants must have the right to work in the UK. Please be advised that if you are invited to attend an interview, you will be required to provide proof of your right to work in the UK.
Please note - this role does not qualify for a Certificate of Sponsorship.
Click apply today to be considered for the Enquiries Co-Ordinator role – we would love to hear from you!
Person Specification
Education/ Qualifications
Essential
- Good standard of general education with GCSE (or equivalent) including English and Mathematics.
Desirable
- Evidence of completing Microsoft office training
Experience
Essential
- Experience of working within a fast-paced enquiries team, hospital admin or call centre/tele sales environment using CRM systems
- Handling sensitive conversations
- Administration and clerical experience with ability to process data effectively and accurately and work in a methodical, systematic way
- Experience of dealing with the public/patients.
Desirable
- Pricing/quoting experience
- Previous healthcare experience
Knowledge/Skills
Essential
- Ability to engage at all levels with patients, Consultants and senior management
- Strong customer service skills
- A can-do attitude
- Good keyboard and computer skills.
- Excellent communication skills both written and oral.
- Ability to prioritise workload
- Ability to work as part of a team
- Ambassador for the brand, who puts the patient first in all they do.
- Articulate and confident communicator
- Demonstrates OSD Values
- High levels of engagement.
- Able to work flexibly across 7 days a week when required
- Ability to work without direct supervision and determine own workload priorities.
- High standards of personal presentation appropriate to a quality healthcare environment
Desirable
Person Specification
Education/ Qualifications
Essential
- Good standard of general education with GCSE (or equivalent) including English and Mathematics.
Desirable
- Evidence of completing Microsoft office training
Experience
Essential
- Experience of working within a fast-paced enquiries team, hospital admin or call centre/tele sales environment using CRM systems
- Handling sensitive conversations
- Administration and clerical experience with ability to process data effectively and accurately and work in a methodical, systematic way
- Experience of dealing with the public/patients.
Desirable
- Pricing/quoting experience
- Previous healthcare experience
Knowledge/Skills
Essential
- Ability to engage at all levels with patients, Consultants and senior management
- Strong customer service skills
- A can-do attitude
- Good keyboard and computer skills.
- Excellent communication skills both written and oral.
- Ability to prioritise workload
- Ability to work as part of a team
- Ambassador for the brand, who puts the patient first in all they do.
- Articulate and confident communicator
- Demonstrates OSD Values
- High levels of engagement.
- Able to work flexibly across 7 days a week when required
- Ability to work without direct supervision and determine own workload priorities.
- High standards of personal presentation appropriate to a quality healthcare environment
Desirable
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.
