Patient Communications Coordinator

Our multi award-winning clinic is looking for a talented individual, to join our friendly and highly regarded team. With the ability to multi-task, you will be dedicated, organised and efficient; able to deliver an outstanding patient experience using exceptional customer-service telephony and administrative skills.
This is a unique opportunity to join our thriving, multi-specialist plastic and aesthetics hospital; the Cadogan Clinic, in the heart of Chelsea. Grow your career working with our hand-picked “best in class” plastic surgeons and our committed team of professionals who love delighting our patients.
Co-founded by our world-renowned plastic surgeon Mr Bryan Mayou, (best known for introducing liposuction into the UK) and his wife Dr Susan Mayou who is our leading consultant dermatologist (as featured in the Tatler Beauty and Cosmetic Surgery Guide 2023), we continue to pioneer the latest techniques in cosmetic healthcare, treating over 20,000 patients each year. Join us in our vision: changing patients’ lives and providing high quality care and excellent treatment outcomes. Purpose and Vision
As a family-owned clinic we are committed to our people and have a strong, supportive, knowledgeable team who reflect our values of patient care and professionalism, and we look for passionate individuals who share our ethos, vision and purpose.

Role summary:
No two days are the same in our busy clinic and our Patient Communication Coordinators are central to providing a first-class patient journey. We pride ourselves on our patient care; and our Patient Communication Coordinators are the first to welcome our patients to our clinic. Working supportively with one another, our team handle customer enquiries, providing guidance, product, and service information, contact liaison, and ensure every caller has a high-quality customer service experience to match our gold standard treatments and services.
Our call operators are also highly skilled administrators, able to provide administrative support for the team as required, supporting the sales team with the execution of call campaigns and supporting the in-clinic reception team from time to time.
This is a rewarding role for a responsive, intuitive, confident communicator who has strong telephony skills and enjoys a fast-paced setting. Being proactive, professional, and organised are key traits for this role; along with the ability to communicate across a network of professionals, ensuring every call is met with a considerate, responsive and professional approach acting as an ambassador for our clinic.
Reporting directly to the Sales Manager, this position is crucial within the operations of the clinic. Telephone Operators are often the first point of contact between patients and the clinic. Successful candidates will have excellent verbal and written communication skills and will be naturally attuned to customer service.

Key Accountabilities

• Answer incoming calls
• Answer all general enquires and questions
• Transfer calls to correct department/person(s)
• Manage the distribution of centrally received emails
• Troubleshoot problems
• Provide information
• Support other functions in the company, especially reception, bookings and sales, as directed by the line manager.

 
Specific Accountabilities 

• Answer calls and transfer calls to the right member of staff
• If call is not successfully transferred to the right department/member of staff send an email with the information of the caller so staff can return calls ASAP
• Handle and complete customer enquiries telephonically
• Manage and distribute emails received to the shared mailbox
• Provide customers with product and service information
• Cover Saturday shifts on a rotational basis
• Update existing customer information if needed
• Identify and escalate priority issues
• Provide support to the Multi-skilled Administrators as required
• As directed by the line manager:
  1. Assist with reception/bookings
  2. Help with the execution of telephone campaigns (examples: calling non-converted leads to understand why they did not book a consultation; calling non-converted consultations to understand why they did not convert to an operation)
  3. Give administrative support to the sales team as required

 
Role Requirements/ Skills & Experience

• Excellent verbal and telephony skills
• Strong active listening skills
• A positive, can-do, professional, friendly telephone manner
• Excellent written communication skills e.g. letter writing
• Customer Service / Call centre experience
• Experience working in a VIP, high quality setting, requiring high levels of discretion
• Problem analysis and problem-solving ability
• Excellent attention to detail
• Proficient in relevant computer applications (Office 365)
• Knowledge of key Customer Service principles and practices
• Strong data entry and typing skills
• Administration and clerical processing skills (Word, Teams, Pabau, Excel)
• Ability to work in a team and as an individual
• Ability to manage within a fast-paced, dynamic setting
• Commitment to completing and finishing tasks to a high standard
• Ability to communicate across teams and with relevant stakeholders

Preferable

• Qualification in Customer Service
• Experience in medical administration
• Prior experience working in a beauty, aesthetic, clinic or private dentistry setting would be advantageous

 
Location:  The Cadogan Clinic, 59 Markham Street, SW3 3NR with Flexibility to work at home (one day a week)
Salary: £26,000 per annum  (full time annual salary; depending on experience and skills).
Contract Type:  Permanent, full time, 40 hours per week
Shift patterns:  Variable Shifts
Shift Days:  Monday to Friday with shifts on Saturday as per the rota (taken as Time in Lieu) Benefits and Rewards

• Additional Holiday: 31 days holiday (including public holidays, rising to 33 days after 2 years of service)
• Holiday fun days – paid day off on your birthday and a paid day off for your “tie the knot”; wedding day (after a year of service).
• Wellbeing benefits: employee assistance programme, healthy in-clinic snacks and refreshments, Cycle to Work scheme
• Pension scheme (currently with NEST)
• Beauty benefits: team treatments and product discounts on successfully passing probation
• Social events; a social calendar and monthly team lunches from our favourite local foodie destinations in central London.
• Recognition and reward schemes; gifts and finance awards for length of service and commitment to our brand promises.
• Referral bonus scheme; rewarding our people for networking and growing our friendly team

Learning and Career Development

• Opportunities to work with a growing, ambitious, and highly regarded, plastic surgery and dermatology business, networking with world-class consultants in the field of plastics and dermatology; opportunity to develop your career within a knowledgeable and professional setting
• Lunchtime learning (opportunities to learn from our consultants, industry specialists and our founders)
• Protected time for development and training
• Development pathways for training; opportunity to progress within specialist areas of responsibility; formalised training opportunities as per clinic strategy