My client, based in Amersham, is looking for a Temporary Bookings Coordinator.
Bookings Coordinators spend their shifts answering patient/referrer calls across a number of areas, including answering enquires, booking appointments, providing general information. A good command of English is an essential, as is a helpful, professional approach to customer service. Call logs need to be kept updated and the ability to prioritise is necessary.
Applicants need to be computer-literate, although training in specific company software will be given. A good level of stress tolerance and resilience is helpful, as well as good listening, organizational and problem-solving skills.
The role:
•Receive and book routine, follow up and diagnostic appointments within a timely manner
•Produce relevant letters pertaining to appointments
•Update appointment records with the relevant information
•Deal with patient queries in a professional manner
•Ensure sufficient appointments are available and highlight shortfalls as appropriate
•Ensure all verbal complaints are dealt with professional manner
•Research required information using available resources
•Provide patients/referrers with up to date information
•Identify and escalate priority issues
•Follow up patient/referrer calls where necessary
•Other duties as required to support the smooth running of the service
Other Duties:
•To develop and maintain healthy and productive relationships with all staff, patients, and other stakeholders ensuring the Company image is always portrayed in a professional manner
•To support the Team Leaders and Business Manager in managing the service appropriately
•To undertake projects and any other duties as required by the line manager
The Candidate:
•Enjoy working in a call centre environment as the majority of work will be telephoned based
•Possess good written and verbal communication skills as you will be dealing with a diverse customer base – (patients, directors, clinical staff, external parties and work colleagues) ensuring the Company image is always portrayed in a favourable manner
•The ability to prioritise own and teams workload and work flexibly to meet organizational needs
•The ability to assess and make decisions including non-routine enquiries and determine the best course of action retaining the patients needs as the primary focus (and escalate when required)
•The ability to handle sensitive information and maintain strict confidentiality with regard to both patient data and corporate information
•The ability to read and respond to emails and letters, forwarding to appropriate people where necessary and keeping accurate records of actions taken
•Having a sound knowledge of latest policies and procedures and have the ability to follow them
•Have good computer skills – will be able to use Word, Excel, and Outlook
•Have a personable, polite and patient nature
•Be adaptable and comfortable dealing with changing priorities
•The ability to work as part of a team and under their own initiative being self-directed and self-motivated
•Ideally, staff will also possess a clean, valid full UK Driving Licence
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