- Patient Communication: Manage team to answer incoming calls, emails, and live chats from patients, providing information and maximizing bookings at the Battersea Clinical Site for Consultants using those facilities.
- Appointment Setting: Manage resourcing and agent availability to schedule appointments for lab tests, imaging services (Ultrasound, MRI, CT scans), outpatient consultations, GP services, wellness programs, and screenings, ensuring accurate and timely booking// booking and matching patients with consultants using Battersea Clinical site.
- Sales and Promotion: Motivate and develop agents, including coaching, training and best practice performance management to explain the benefits of our Battersea services and maximise bookings made from opportunities presented. Also encourage the use of the team’s selling skills to identify and pursue opportunities to promote and sell LIPS services, at Battersea, to businesses and providers.
- Information Management: Ensure patient records and appointment details in the system are accurate, always ensuring confidentiality and accuracy. Use data from IT and telephony systems to motivate and manage the team to deliver targeted sales, quality and productivity results. Report any issues with technology to appropriate teams at the earliest opportunity.
- Support Services: Ensure all processes are up to date and adhered to by Agents. Work closely with Operations Centre in Cairo in the handover of bookings and the overflow of calls. Ensure all payments are taken accurately and confidentially.
- Problem Resolution: Use problem solving skills to manage any issues affecting the team or Patient / Consultant communications.
- Follow-up: Review Patient and Consultant feedback on service provided and feedback to team, taking any appropriate action immediately.
- Customer Service Excellence: Alongside need to achieve sales targets, the CCM must ensure the team maintain a high standard of customer service, striving to exceed Patient expectations in every interaction
|
• Excellent verbal and written communication skills.• Strong sales skills and the ability to coach others• Strong organizational and multitasking abilities.• High level of empathy and interpersonal skills.• Data analysis ability• Good report writing and presentation skills• Target driven and self-motivated• Ability to work under pressure and handle challenging situations calmly.