CARE Fertility

About CARE Fertility

Customer Service Advisor - CARE Fertility Northampton - Full Time CARE Fertility is a world renowned, pioneering fertility group. We have 12 clinics in the UK plus several satellite clinics and we have a strategy for further growth. In 2018 we created a new central Group Enquiries Management (GEM) team to provide a more reliable, dedicated and standardised approach to assist prospective patients from the start of their fertility journey up until consultation. The GEM team work as a central resource, working for all the clinics across our network and the post holders are spread across the clinics in various locations. We are looking for someone who is experienced, passionate and is an excellent communicator to join the business as a Customer Service Advisor to sit in the GEM Team at CARE Northampton. The ideal candidate will have; Experience of working in a customer services role – previous sales experience would be advantageous. Be a great communicator being able to engage effectively potential patients and CARE employees over the telephone, face to face and in writing. Be an excellent at working of their own initiative but also able to work as part of a team. At CARE Fertility, we also take pride in being able to offer a workplace that: Is state of the art and is equipped to the latest standards. Offers all employees a highly competitive salary and benefits package. Has a great working environment - we're a close-knit team who are driven to ensure we provide high quality service. Work for a world leading IVF Group that is developing and researching ways to give everyone one the best chance of having a baby. If you would like any further information or have any questions please don’t hesitate to contact GEM Manager, Char Short via email, [email removed] or the HR Department at [email removed]. Closing date: 9th March Interview date: 12th March Job Description The main functions of the role are: To oversee and provide support to prospective patients across the CARE Group’s network of clinics as they undertake and navigate the journey from enquiry to consultation. Ensuring that all enquiries and contacts are followed up and we have the highest possible conversion rates. Duties: 1. Providing an excellent initial service and contact to prospective patients: To provide a high quality and responsive personalised contact service for prospective patients who contact CARE Fertility. To be responsible for following up all enquiries and referrals to CARE promptly therefore ensuring high conversion rates from enquiry to consultation within the clinics and across the CARE Group as appropriate. 2. Clarifying with potential patients if necessary, pre-consultation the variety of treatments CARE offers including the costs of any such treatment, to the level appropriate and commensurate with training and clinical knowledge of the post holder. Ensuring that all information given is accurate and referred to a qualified clinical staff member as necessary. 3. Maintaining and updating accurate system records using the appropriate status reporting on the systems to record and prompt contact with the patient, ensuring the status of the patient is correct and up to date at all times. Ensuring that on-ward referral to other staff is completed where appropriate and followed up on quickly and within agreed timeframes using system progress reports to prioritise actions. 4. Consistently booking patient appointments accurately by listening to patient needs, providing relevant information and following the team aide memoirs which are regularly updated when necessary by the GEM Team Manager. 5. Providing regular feedback to the GEM Team Manager on matters which facilitate continuous improvement, issues which need to be addressed to raise the blockages to treatment and any trends identified or insight as to the reasons why patients are not deciding to proceed further to consultation at CARE. General: 1. To comply with the Human Fertilisation and Embryology Authority’s Code of Practice, the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, the Care Quality Commission (Registration) Regulations 2009 and the General Data Protection Regulation, with special reference to patient confidentiality. 2. To comply with the Health and Safety policies with particular reference to procedures to be followed in the event of a fire and to report all accidents and untoward incidents to the Health and Safety officer. 3. To undertake mandatory training as required, including health and safety, fire, manual handling. 4. Actively participate in CARE’s performance management processes and competency assessment processes. 5. To comply with Infection Control policies and procedures. Person Specification Qualifications Essential Good standard of basic English with GCSE (or equivalent) in English and Maths Desirable NVQ Level 3 in Customer Services / Business Administration Experience Essential Previous experience working in a customer services role Excellent administration skills Excellent customer service skills Skills Essential Strong IT skills A working knowledge of Microsoft Office Able to work with own initiative and to prioritise workload Strong administration and organisational skills Problem solving Interpersonal skills Essential Great communication skills used effectively over the telephone, face to face and in writing Can-do attitude and willing to go above and beyond in order to deliver great customer service Ability to work effectively as part of a team Flexible outlook Empathy and understanding of patient needs

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Company Type: Private

Company Size: 501 - 1000

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