Patient Experience Coordinator

Proven ability to meet personal and organisational targets and KPIs within a contact centre or similar environment. Extensive customer service experience, showcasing strong empathy and a commitment to exceptional customer satisfaction. A confident, diligent, and self-reliant individual with a pragmatic, solutions-focused approach to problem-solving. Passionate about achieving Customer Service Excellence, with a proactive and enthusiastic attitude toward meeting customer needs. Strong written and verbal communication skills, including a professional and confident telephone manner. Proficient in business administration and IT, with strong familiarity using Microsoft programs. Ability to work independently and capability to perform basic IT troubleshooting.

Manage customer service inquiries related to memberships, appointments, and prescriptions via telephone and multiple communication channels. Provide clear guidance to customers on navigating the primary customer app and website. Support the coordination of medical referrals and the organisation of medical documentation. Work towards achieving individual and departmental targets and Key Performance Indicators (KPIs). Collaborate across departments to address patient inquiries and effectively represent the Patient Experience Team. Contribute to service enhancements by participating in projects and providing insights to Product Development teams. Champion a culture of accuracy, professionalism, and excellence in all patient interactions. Work closely with team members to share insights and best practices. Maintain accurate and detailed records of customer interactions, collect feedback, and prepare meaningful reports. Promote a patient-centred culture and uphold professional standards related to safeguarding adults, young people, and children at risk. Actively implement safeguarding protocols for children, young people, and vulnerable adults, including knowing how to escalate concerns related to radicalisation. Ensure compliance with all relevant Mental Health legislation, Codes of Practice and national guidance.