Customer Support Agent

Job Description 

We are looking for a compassionate and detail-oriented Customer Support Agent on a temporary basis to provide frontline support to Clinical Partners’ patients across telephone, email and live chat.

A key focus of this role is managing both inbound and outbound calls, ensuring patients receive timely, sensitive, and professional support throughout their care journey. You will also support clinical professionals and carry out essential administrative tasks, including the administration of Salesforce and other patient service specific administrative duties.

 

Accountabilities and Deliverables

1. To act as the responsive first point of contact to Clinical Partners’ services, providing responsive excellent customer care when dealing with enquires, answering queries, and calls and knowing when to escalate onwards.
2. To deal appropriately and sensitively with professionals, patients, clients, carers, and family enquiries, adhering to strict policies regarding confidentiality and compliance at all times.
3. To book appointments and any ongoing treatment and support for patients.
4. Maintain accurate entry of data to ensure that all patient records are kept up to date with any details relevant to the patient’s needs, attendance, appointments, assessments, and ongoing care requirements.
5. To be responsible for identifying and escalating any issues to the relevant supervisor which compromise delivery of the pathway, e.g., changes to a patient’s needs, delays in assessment reports etc.
6. Provide cross cover for other team members to ensure a consistent and effective administration service is maintained at all times.
7. Provide accurate and clear service information for patients and their family/carers where appropriate, and in a friendly, efficient and courteous way.
8. When necessary, to support the Clinical Partners operations and governance teams in the coordination of sensitive matters relating to patient safeguarding, accident, data incident, complaints and concerns processes as specified in the relevant Clinical Partners policies.

Qualifications and Experience

Essential

1. A minimum of three years relevant customer support experience.
2. Experience of using databases and performing basic data entry.
3. Clear understanding of the need to maintain confidentiality in all areas of work including phone conversations, written materials and digital materials and processes.

Desirable

1. Experience of working in a fast paced, customer facing environment

Skills and Abilities

 

1. Excellent communication skills both verbal and written.
2. Excellent attention to detail and completion of tasks.
3. Flexibility to switch between and handle different tasks as required by patients.

This is a fully remote position offered on a temporary 3-month contract.

 

Remuneration and Benefits

£24,000 per annum (Pro-Rated)

25 days paid holiday (increasing with service to 28 days) plus bank holidays (Pro-Rated)

A day off for your birthday

Healthcare Cash Plan

Benefits Platform

Life Assurance

Discount Vouchers

Flexible working opportunities to suit your personal needs

Opportunities to take part in charitable events

Access to a Wellbeing portal and Employee Assistance Programme (EAP)

We’re proactively recruiting to this role which may result in the advert being closed early. All CVs received at that point will be considered.

Application process 

If you’re interested click on official website to submit your CV