Patient Services Advisor

30 Jun 2022
21 Jul 2022
Full Time

Job Title: Patient Services Advisor

Reporting to: Call Centre Manager

Salary: 19,500 per annum

Hours: Monday to Friday 8am 6:00pm (1 in 5 Saturdays) 37.5 hours per week

Qualifications: GCSEs grade C or above in Maths and English

Job Summary

OutsideClinic was established 33 years ago and has become the leading provider of domiciliary (at home) eye and hearing tests. The business employs Optometrists and Audiologists across the UK, with a support team based in Swindon. In November 2020, OutsideClinic was acquired by Optimism Health Group, a private healthcare investment business, with a focus on providing clinical and support services to the 70+ age group.

Optimism have set out a clear objective to establish OutsideClinic as one of the largest customer bases of older adults requiring health services delivered at home.

The role of Patient Services Advisor is to handle all incoming calls to the contact centre. To collect and record all appropriate information, direct callers to the most appropriate colleague or department, and offer advice that is relevant and helpful to our client base.

Principle Accountabilities

  • To be the first point of contact for the patient or carer/relative
  • Respond to incoming telephone calls as necessary
  • To search computerised patient records, checking patient details and amending when required
  • Take and transfer calls from other professionals to the most appropriate source
  • Promote best practice in the office
  • Use knowledge, experience and questioning skills to prioritise workload
  • Identify and satisfy all patient queries by using initiative
  • Maintain high standards of personal appearance, timekeeping, attendance and respect of company property
  • Commit to the belief of always do what is right for the patient
  • Competently manage and record information as required

Key Attributes

  • Loyal and committed to the company
  • Excellent customer service skills with a desire to exceed customer expectations
  • Strong time management skills
  • Confident about working in a role where your actions directly influence others
  • Excellent communication skills
  • Strong desire to succeed, in an environment where success is celebrated and the need to be happy is recognised

What we offer

  • Private medical insurance
  • Life assurance
  • A friendly environment with regular team days
  • Relaxed dress code
  • Comprehensive training
  • Career progression opportunities
  • Additional holidays with length of service
  • Contributory pension scheme matched up to 5%
  • Free sight and hearing test and discounted eyewear and hearing products
  • Three 'treat' holiday days granted for 100% attendance