Job Summary
You will be working for SecuriCare (Medical) Limited, a Home Delivery Service for stoma & continence products.
You will be responsible for delivering excellent customer service for SecuriCare Medical Limited, supporting patients through predominantly inbound interactions.
You will act as a key point of contact, ensuring every patient receives a professional, empathetic and efficient service experience.
Working in a fast-paced environment, you will manage a high volume of incoming calls, responding to patient queries promptly while maintaining quality and accuracy. You will need to effectively manage your time, balancing call handling with essential administrative tasks to ensure all patient records and requests are kept up to date.
You will manage your own database of patients and will be required to call each of your patients on a regular basis to ensure they have enough supplies and are happy with our service offering.
You will provide clear, tailored product information to support patients in making informed choices about the most suitable products for their needs. You will also identify opportunities to support patients further, contributing towards conversion targets while maintaining a patient-first approach.
In addition to inbound responsibilities, you may carry out proactive follow-ups where appropriate, ensuring patients have sufficient supplies and remain satisfied with the service provided.
A key part of the role is consistently demonstrating SecuriCare’s CARE values (creating value, agility, responsibility and everyone counts) in every interaction, ensuring communication is compassionate, respectful, and aligned with the company’s purpose of enabling patients to live their best lives.
Main Duties and Responsibilities
- Deliver high quality, patient-focused service through predominantly inbound calls
- Manage a high volume of inbound and outbound calls
- Work towards and achieve conversion targets
- Provide accurate, tailored product information to patients
- Balance call handling and administrative responsibilities, ensuring all patients records, orders and notes are updated accurately and in a timely manner
- Complaint management
- Identify patient advocates – products and services
- Work closely with the patients HCP to ensure everyone is kept up to date
- Manage and respond to nurse and patient emails in a timely and professional manner
- Carry out proactive follow-ups where appropriate to support continuity of patient care and satisfaction
- Contribute to a positive team environment through supporting colleagues, providing cover if needed and taking an active part in all departmental meetings.
- Action all reports within time scales set
- Perform any other tasks reasonably requested by the Company as required
- Work to targets set by your line manager
- Demonstrate SecuriCare’s CARE values in all interactions
Person Specification
Essential:
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Skills:
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Desirable:
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Company Benefits
- Contributory Pension Scheme
- Medical Cash Back Plan
- Life Assurance
- Onsite free car parking
- Subsidised staff canteen
- Cycle to work scheme
- Employee Referral Scheme
- Company Day
- A day annually to volunteer at your chosen charity
- Free yearly flu vaccination
- Discounts on selected products and services
- Employee Assistance Programme – Health and Wellbeing