We are looking for a Patient Experience Coordinator to join our team. As a Patient Experience Coordinator, you will play a pivotal role in delivering our customer-centric approach within the contact center. You will engage directly with patients, resolve customer service enquiries, and support their needs while creating a warm, welcoming experience.
Requirements
- 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), aligned with broader business objectives and personal development goals.
- 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, ensuring every touchpoint meets or exceeds DCA’s standards.
- Work closely with team members to share insights and best practices, fostering continuous improvement in the patient experience.
- Maintain accurate and detailed records of customer interactions, collect feedback, and prepare meaningful reports to support informed decision-making and service improvement.
- 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—such as the Mental Health Act 2007 and the Mental Capacity Act 2005—along with associated Codes of Practice and national guidance.
Benefits
- Doctor Care Anywhere subscription
- Company Bonus
- 25 Days Holiday + Bank Holidays
- Birthday Day Off
- Buy' up to 5 days of additional annual leave (FTE) as part of our focus on health and wellbeing
- Charity Days
- Enhanced Maternity and Paternity Pay
- Bike2Work Scheme
- Cross-Team Collaboration Opportunities
- Hybrid Working
- Development Opportunities
