Job Description

Customer Service Advisor – Pathology

Full Time, permanent

Manchester – also open to remote candidates with extensive experience providing they’re able to attend the office for training and development when required.

We are one of the UK’s leading independent hospital groups and the largest in terms of revenue. From our 39 hospitals and 33 clinics, medical centres and consulting rooms across England, Wales, and Scotland, we provide diagnostics, inpatient, day case and outpatient care in areas including orthopaedics, gynaecology, cardiology, neurology, oncology, and general surgery. We also operate a network of private GPs and provide occupational health services to over 700 corporate clients. We are the principal independent provider by volume of knee and hip operations in the United Kingdom.

The group was founded with the acquisition and re-branding of 25 Bupa hospitals in 2007. Since then, Spire Healthcare has made significant capital investments in its estate and continues to deliver successful and award-winning clinical outcomes and high levels of patient satisfaction. Spire is listed on the London Stock Exchange and is a member of the FTSE 250. We were the first private hospital provider to publish outcomes data on our website and we have received awards for our clinical quality and high levels of patient satisfaction.

Spire Healthcare is committed to the highest quality of patient care. Working in partnership with over 8,760 experienced consultants, we delivered tailored, personalised care to approximately 926,500 inpatients, outpatients, and day case patients in 2022.

Patients, consultants, and general practitioners trust Spire Healthcare to deliver the high-quality care they expect from a leading private healthcare provider. For us, it’s more than just treating patients, it’s about looking after people.

To support the Pathology Business Lead in the provision of a first-class single point of contact for all customers with the Pathology Service, your primary purpose is to make the Spire Pathology Service easy to do business with, regardless of customer group i.e. external, internal Spire Hospitals and 3rd party service providers. You will provide a proactive, timely and responsive service that meets our customers’ needs.

Key Responsibilities:

• Day-to-day single point of contact for internal and external clinical staff, patient advocates, external companies and other service providers (e.g. NHS, private 3rd party providers)
• Supporting the customer pathways
• Focus on quality and accuracy while support all Spire Pathology Customers
• Carry out any other duty that reasonably falls within the general nature and level of responsibility of the post.
• Day-to-day single point of contact for internal and external clinical staff, patient advocates, external companies and other service providers (e.g. NHS, private 3rd party providers)
• Provision of excellent customer service, greeting customers appropriately, gathering their requirements and delivering satisfaction.
• To manage and resolve customer queries and to act as the patient advocate in resolving the issues. 
• To identify potential business opportunities and assist in introducing / supporting these with internal stakeholders
• Contacting customers / suppliers to order or schedule tests, handle processing or billing enquiries
• Co-ordinate customer orders.
• Manage laboratory data to proactively ensure the right samples are completed at the right time.
• Proactively manage identified issues to resolve issues, which could potentially delay patient results

Key Requirements:

• GCSEs(or equivalent)
• Experience of working in customer service
• Experience of working to explicit instructions
• Training others
• Understands a range of routine and non-routine work procedures, requiring base level practical and keyboard skills
• Possess equipment competence
• Posses the mandatory training requirements for role including infection control and health and safety competencies
• Knowledge of accountable practice 
• Data processing
• Numerical skills
• Trained on MS Office and other relevant packages eg scientific reporting systems
• English language to IELTS 7.0
• Possess simple trouble shooting processes
• Ability to train others
• Passion for Customers
• Planning and Organisation
• Problem Solving and Continuous Improvement
• Communication and Influencing
• Working Collaboratively
• Concern for Standards
• Business Focus
• Willing to participate in flexible working pattern
• Empathy for vulnerable and sick patients
• Empathy for principles and importance of EO and dignity at work

Benefits:

We offer employed colleagues a competitive salary as well as a comprehensive benefits package which includes but is not limited to:

• 35 days annual leave inclusive of bank holidays
• Employer and employee contributory pension with flexible retirement options
• ‘Spire for you’ reward platform – discount and cashback for over 1000 retailers
• Free wellness screening
• Private medical insurance
• Life assurance

Spire Healthcare is committed to creating an environment that will attract, retain, and motivate its people. We are an equal opportunities employer, committed to the health and wellbeing of all our colleagues and consultants.

We firmly believe that it is our people that make the business successful, and everyone should have the opportunity to work in a motivated team, free from discrimination on any grounds. We, therefore, are keen to receive and review applications from all candidates of under-represented groups who feel they offer the requisite skills.

For further information about this role or for an informal conversation about the range of career options available with Spire please contact: [email protected]

For us, it’s more than just treating patients; it’s about looking after people.

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