Call Centre Agent

Teamwork and flow is at the heart of everything we do: from our highly qualified specialists delivering world-class dental treatments, to our amazing hospitality team who take every patient through a genuine, warm human experience from first phone call to last-minute mints. If you're as driven as we are to keep finding new and better ways to turn our patients' ideas and anxieties about going to the dentist on its head - to anticipate, to comfort, to delight, and most importantly, to Truly care... then it's time for us to talk! Finding new ways to be better tomorrow than we are today takes everyone, and we know that the next great idea can come from any one of our amazing teammates. We understand that durable careers start with a work-life balance that works for you. Flexibility is built into how we do things, offering increased availability to patients means that we have a working pattern to suit everybody.

Duties and Responsibilities:

• Manages multiple inbound telephone calls from patients, makes appointments, and answers general questions and inquiries.
• Uses computer systems to refer to existing patient information or set up new patients in the booking software.
• Ensuring all relevant data is captured initially on each call for booking and to ensure a patient is called back should the line drop
• Receives updates from practice managers on new campaigns and improving capturing data for example 'How did you hear about us?' when marketing campaigns are run
• Managing various lists of outbound calls to reactivate.
• Ensuring all appointments are phoned and confirmed in line with CliniCalls protocols.
• Ensuring no gaps are in the schedule and calling patients to offer an earlier appointment to ensure the diary is continuously at full capacity.
• Report on all no shows and cancellations daily by email to the operations manager
• Follow up with patients when they are a no show for an appointment and may make calls to patients asking if they were satisfied with the service they received.
• Maintains general filing system and files appropriate correspondence electronically or manually
• Work toward maintaining a high attendance conversion rate within the clinics
• Ensure deposits are paid for all appointments in the schedule on booking
• Secures patient information and maintain patient confidence by completing and safeguarding medical records, completing diagnostic and procedure coding where required, and keeping patient information confidential
• Performs other general administrative tasks as directed by the Operations manager
  
  

The Ideal Candidate:

• Flexibility is essential to this role as shift work is required
• Successful candidate will have 2+ years experience in a busy call centre/reception environment
• Demonstrated initiative and strong organisational skills.
• Exceptional interpersonal communication skills with a positive phone manner
• Have strong written and verbal communication skills
• Experience with healthcare scheduling software
• Strong knowledge using a multi-line phone system.
• Ability to work independently on assigned tasks as well as to accept direction on given assignments.
• Deals with confidential information and/or issues using discretion and judgement.
  
  

We are offering a full time position of minimum 31-36 hours per week.

In return, we offer the opportunity to be part of a friendly and cooperative team who will fully encourage and support your career progression.

Our offer to you:

• A competitive salary
• Exact software training and other platforms
• Paid overtime
• Flexible working shifts
• Provided with laptop and all necessary equipment
• Internal progression opportunities