Customer Service Administrator at Mango5

We are looking for a highly driven, focused and detail-orientated Customer Service Administrator for one of our new award-winning clients specializing in Ultrasound and Cardiology Diagnostic services, working in partnership with the NHS, to provide patient appointments nationwide, in a community-based setting.

Requirements

Essential Skills:

• Attention to detail
• Demonstrate ability to achieve in a target-focused environment
• Ability to multitask, work to tight deadlines and possess good analytical skills
• Experience in prioritizing workloads
• Exceptionally empathetic – a clear and confident communicator with excellent communication and typing skills
• Maturity to deal with difficult situations with a smile and empathy
• The ability to work under pressure within busy times yet still provide an exceptional service

Min Entry Level Experience:

• Customer Service: 1 year
• Experience working with UK/USA clients
• Contact Centre Experience: 1 year
• Experience working in a KPA/Target driven environment

Qualifications

• Matric
• No Criminal Record

Key Roles/Duties

• Answering a variety of incoming calls in a timely manner, delivering a professional and efficient service
• The receiving, processing, and co-ordinating of referrals. This involves liaising with patients, clinicians and external health professionals and providing a range of related support services.
• Performing administrative functions associated with booking appointments and dealing with and resolving queries.
• Contacting NHS patients to arrange a convenient appointment within set KPIs/SLAs
• Courtesy calling patients, reminding patients of their appointments and informing them of clinic locations and any preparation
• Re-arrange patient appointments within set KPIs/SLAs
• To provide non-clinical advice about clinic appointments and preparation
• To ensure all telephone enquiries are answered confidently, to provide a customer-focused approach.
• Ensure that all calls are complete to the highest possible standard, in line with our quality monitoring