Job Description
Job Title: Call Handler/ Administrator
Report to: Operations Director
Hours of Work: 37.5 hours, Monday to Sunday (Shifts)
Desirable: Minimum 2 years working in healthcare

Principal Role & Skills:
The Customer Service Professional will be responsible for managing the day-to-day operations of a busy Call Centre, handling inbound and outbound patient calls with a focus on delivering excellent customer service. This role requires strong interpersonal, written, and verbal communication skills to ensure that patients receive the highest level of care and support. The individual must be able to manage a heavy workload, prioritize tasks effectively, and remain calm and professional in all situations.

Key Responsibilities:

• Serve and protect patient healthcare by adhering to professional standards, clinic policies, and regulatory requirements (HFEA, CQC, ISO).
• Provide detailed information to patients regarding the next steps in their care and understand relevant laws around the CMA (Consumer Marketing Authority).
• Maintain patient confidentiality in accordance with the Data Protection Act 1998, ensuring secure handling of personal and identifiable information via all communication channels.
• Promote and uphold high standards of patient care, following CRGH policies and protocols.
• Handle inbound calls to the call centre in a polite, professional manner, ensuring calls are answered within 30 seconds and maintaining a 90% answer rate.
• Respond quickly to patient inquiries via phone, ensuring timely follow-up and resolution of any queries.
• Effectively triage and direct calls to the appropriate internal departments or individuals as needed, ensuring patient needs are met promptly.
• Ensure timely follow-up on patient inquiries, tracking progress and understanding patient needs, including detailed information on CRGH consultants and their specialties.
• Book consultations, create new patient records, and ensure all required documentation (e.g., consent forms, registration forms) is completed prior to appointments.
• Monitor appointment calendars and check patient records to ensure all forms and registrations are completed before the patient’s first appointment.
• Coordinate with internal teams to ensure all aspects of the patient pathway are followed, from the initial consultation through to treatment.
• Manage a checklist of requirements for patient screenings, treatment plans, and cost information prior to the commencement of treatment.
• Ensure that you are meeting KPI objectives and provide regular feedback to the team and manager on patient engagement and conversion targets.
• Handle informal patient complaints, resolving them when possible or escalating when necessary to ensure a timely resolution.
• Collaborate with colleagues and line manager to exchange best practices and support continuous improvement of services.
• Provide comprehensive administrative support to Fertility Care Coordinators to ensure the efficient and accurate running of the patient journey.
• Handle patient communications, including receiving telephone calls where appropriate, with a professional and empathetic approach.
• Support the management of the patient portal.
• Assist with processing Subject Access Requests (SARs) accurately and in line with data protection and confidentiality requirements.
• Transfer and manage patient records accurately and securely, paying close attention to detail to ensure information integrity.
• Maintain precise, up-to-date patient records across clinical and administrative systems.
• Assist with general administrative tasks such as data entry, scanning, filing, and correspondence, ensuring a high level of accuracy.

Training/Competencies:

• Ensure annual mandatory training (e.g., e-learning, manual handling) is completed and up to date.
• Attend any additional training as required to enhance skills and competencies relevant to the role.

Person Specification
Essential:

• Previous experience in an administrative role, ideally within healthcare or a patient-facing environment.
• Excellent attention to detail with the ability to produce accurate work consistently.
• Strong organisational skills and the ability to manage multiple tasks and priorities.
• Confident communicator with a professional and empathetic telephone manner.
• Ability to handle sensitive and confidential information with discretion.
• Good IT skills, including experience with patient systems, portals, or databases.
• Ability to work effectively both independently and as part of a team.

What we Offer:

• Access to continuous professional development and training opportunities.
• A supportive, collaborative, and inclusive working environment.
• Opportunity to make a meaningful impact on patients’ lives.
• Pension Scheme provided by Royal London.
• 25 days annual leave plus public bank holidays.
• Long Service: after a significant number of years working at the company, employees are entitled to additional days of annual leave.
• Wellbeing benefits, shopping and leisure vouchers through Perkbox.
• Buy or sell annual leave.
• Private Medical Insurance.