Job summary
Role: Customer Operations Coordinator
Location: Middlewich
Salary: £24,900
As a Customer Operations Coordinator, you will play a pivotal role in how we support our Patients, Programmes and GP Practices. Undertake complex administrative tasks, rely on your organisation and customer service skills to meet the requirements of our internal and external customers, contributing to the delivery of a high-quality service.
Main duties of the job
Complete the booking of patient appointments into the correct programme capacity both in bulk and on an ad-hoc basis within timescale.
Assist with cancelling clinics and rebooking of patients.
Managing correspondence across multiple channels.
Managing and responding to queries from our Patients, NHS Customers, Programme Staff and internal colleagues via telephone and e-mail.
Making outbound calls to GP Practices to undertake remote data extracts.
Administering queries via the Customer Operations Service Desk, within agreed service level agreement targets.
Maintaining accurate data on internal systems.
Supporting the department with roll out of software systems and processes.
Working closely with colleagues to ensure best practice is shared and providing support to colleagues when required.
Escalating any issues as and when they arise.
Developing and maintaining excellent relationships with all key stakeholders.
Undertake any Customer Operations ad-hoc duties and projects that are required.
About us
InHealth 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 5 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.
Our mission is to be the preferred provider of high-quality diagnostics and healthcare solutions in hospitals and in accessible community settings, serving patients from 1,000 locations by 2025.
Job description
Job responsibilities
Role: Customer Operations Coordinator
Location: Middlewich
Salary: £24,900 As a Customer Operations Coordinator, you will play a pivotal role in how we support our Patients, Programmes and GP Practices. Undertake complex administrative tasks, rely on your organisation and customer service skills to meet the requirements of our internal and external customers, contributing to the delivery of a high-quality service.
What you are responsible for:
- Complete the booking of patient appointments into the correct programme capacity both in bulk and on an ad-hoc basis within timescale.
- Assist with cancelling clinics and rebooking of patients.
- Managing correspondence across multiple channels.
- Managing and responding to queries from our Patients, NHS Customers, Programme Staff and internal colleagues via telephone and e-mail.
- Making outbound calls to GP Practices to undertake remote data extracts.
- Administering queries via the Customer Operations Service Desk, within agreed service level agreement targets.
- Maintaining accurate data on internal systems.
- Supporting the department with roll out of software systems and processes.
- Working closely with colleagues to ensure best practice is shared and providing support to colleagues when required.
- Escalating any issues as and when they arise.
- Developing and maintaining excellent relationships with all key stakeholders.
- Undertake any Customer Operations ad-hoc duties and projects that are required.
What people see in you:
- A team player who is supportive, reliable, and trustworthy, who creates a positive atmosphere.
- A person who is customer focused.
- Able to organise, prioritise and be flexible in approach to workloads.
- A person who is proactive and uses own initiative.
- Able to demonstrate attention to detail and accuracy.
- Ability to work under pressure, stay calm in challenging situations and meet short deadlines.
- A person with excellent time management skills.
- A great communicator at all levels as well as excellent written and verbal communication skills.
- Assertive, confident, understanding, and self-motivated.
You have experience of:
- Dealing with customers and/or patients and know how to manage their queries effectively and sensitively.
- Extensive customer service experience in a fast-paced team environment
- Complex administrative tasks and duties
- Knowledge and experience of using Microsoft and other IT Packages
- Working independently and as part of a wider team
Job description
Job responsibilities
Role: Customer Operations Coordinator
Location: Middlewich
Salary: £24,900 As a Customer Operations Coordinator, you will play a pivotal role in how we support our Patients, Programmes and GP Practices. Undertake complex administrative tasks, rely on your organisation and customer service skills to meet the requirements of our internal and external customers, contributing to the delivery of a high-quality service.
What you are responsible for:
- Complete the booking of patient appointments into the correct programme capacity both in bulk and on an ad-hoc basis within timescale.
- Assist with cancelling clinics and rebooking of patients.
- Managing correspondence across multiple channels.
- Managing and responding to queries from our Patients, NHS Customers, Programme Staff and internal colleagues via telephone and e-mail.
- Making outbound calls to GP Practices to undertake remote data extracts.
- Administering queries via the Customer Operations Service Desk, within agreed service level agreement targets.
- Maintaining accurate data on internal systems.
- Supporting the department with roll out of software systems and processes.
- Working closely with colleagues to ensure best practice is shared and providing support to colleagues when required.
- Escalating any issues as and when they arise.
- Developing and maintaining excellent relationships with all key stakeholders.
- Undertake any Customer Operations ad-hoc duties and projects that are required.
What people see in you:
- A team player who is supportive, reliable, and trustworthy, who creates a positive atmosphere.
- A person who is customer focused.
- Able to organise, prioritise and be flexible in approach to workloads.
- A person who is proactive and uses own initiative.
- Able to demonstrate attention to detail and accuracy.
- Ability to work under pressure, stay calm in challenging situations and meet short deadlines.
- A person with excellent time management skills.
- A great communicator at all levels as well as excellent written and verbal communication skills.
- Assertive, confident, understanding, and self-motivated.
You have experience of:
- Dealing with customers and/or patients and know how to manage their queries effectively and sensitively.
- Extensive customer service experience in a fast-paced team environment
- Complex administrative tasks and duties
- Knowledge and experience of using Microsoft and other IT Packages
- Working independently and as part of a wider team
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
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.
