Role: Call Handling Executive
Hours: 40 hours per week, including some later evenings and weekends based on a rota
Location: Central London
Reporting to: Call Centre Manager
Pay Rate: £11.78 per hour
We are looking for an experienced 5* call handling executive, for a 6-month contract working within a private clinic in central London.
This is a great opportunity to join a well-established company, which can offer full-time hours on a rota basis.
Schedules all patient appointments in a professional, accurate, and courteous manner. Ensures the patient feels welcome to the clinic. Monitor and modify provider scheduling templates as necessary to maximise efficiency.
Answering new patient incoming calls
Engaging callers and converting new leads
Book existing patient appointments
Describing the treatments and benefits
Credential the medical team/clinic
Answering calls promptly, greeting callers warmly and listening carefully
Making calls, transferring calls and accessing voicemail as appropriate (voicemails must be returned within 1 hour)
Conducting daily review of schedule status for the remainder of the week and the following two weeks
Scheduling all appointments with the appropriate provider using the booking system
To always look at different options for appointments and promote all practitioners
Confirming daily appointments when required
Cancelling & rescheduling appointments as necessary; conducting follow-up on DNA’s
Checking of the priority list regularly to see if any requests can be implemented
Recording of any patient complications in the patient complications log with a brief note in the communications book and to bring to the attention of the FOH Manager or Operations Manager
Manage all booking enquiries efficiently via email and telephone
Liaise with the Buckinghamshire & London clinic on a daily basis
Liaise with the practitioners daily regarding their diaries.
Monitor and modify the providers’ daily schedules to maximise occupancy
Ensure all complaints are brought to the attention of the Call Centre Manager or Operations Manager
Ensure deposits are taken for necessary treatments at the time of booking
Promote all practitioners within the clinic
Always maintain confidentiality
Carry out ‘End Of Day’ reconciliations
Report any payment or bookings errors immediately to the Call Centre Manager
Attend Admin team meetings & other meetings as required
Assist with general office duties
Work in accordance with the policies and procedures of the Clinic.
Any other duties as required by the company.