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Focus Clinic
,
London, Greater London
Patient Counsellor
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Job Type: Full-time |
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Salary: £22,000 per annum |
Overview
Focus is a world-class laser eye surgery and vision correction centre based in London's Harley Street district. Focus is the clinic of choice for numerous celebrities and media personalities. Focus has achieved a 100% 20/20 success rate for more than 3 years for all common short-sighted prescriptions. We are looking for an ambitious, driven and passionate sales professional with a high calibre of experience to grow relationships with our patients. Job purpose: Counselling patients and achieving highest possible conversion rates while delivering excellent customer service. Key Responsibilities: You will have a broad range of organizational, administrative and interpersonal skills. You should have the ability to work flexibly and accurately in a highly motivated team with excellent organisation and communication skills, creative problem-solving ability and demonstrated experience of working in a pressurised environment. Working with the team, you will play an important role of monitoring and facilitating the information flow, providing administrative support for a range of activities including telephone handling, scheduling patient appointments and financial administration. In addition, you will have specific responsibility for: Respond to and follow up enquiries by post, telephone, and email. Following up consultation outcomes Counselling patients after initial consultations Setting up interest free finance payment plans Following up with consultation patients (TAI) on a 1 week, 1 month, 3 month and 6 month schedule. Producing monthly reports on consultation outcomes Greet patients at each stage of their journey Scanning of pre and post op patients Supporting the marketing team by organising and filming patient testimonials and adding content to website. General admin duties Ad hoc reporting Keeping the clinic area neat and tidy Supporting the Clinic Manager with various duties Attend training and to develop relevant knowledge and skills. To deliver the highest level of customer service to all our patients at all times. Make recommendations as appropriate on the policies, standards and protocols to be adopted. Work out-of-hours (within reasonable limits) when necessary for the completion of important tasks and the achievement of deadlines. Perform any other duties as may reasonably be expected or assigned by the Clinic Manager or Medical Director. General To deliver service effectively, a degree of flexibility is needed, and the post holder will be expected to be co-operative and flexible, undertaking such other duties as may reasonably be required of a member of the clerical/administrative team and to occasionally service events in the evenings and/or weekends. At all times be aware of and adhere to Data Protection, Disabilities Discrimination, Equal Opportunities, Health and Safety and other relevant legislation and guidance as advised. Carry out all duties in accordance with the Equal Opportunities and other policies designed to protect patients and staff. This job description sets out the duties of the post at the time it was drawn up. Such duties are not exhaustive and the post holder may be required to undertake other duties, which are broadly in line with the above key responsibilities. FOCUS Laser Vision operates a no smoking policy. Confidentiality The post holder will be responsible for ensuring that all information relating to patients is treated as strictly confidential at all times. The post holder must at all times respect the confidentiality of electronically stored data and written data in line with the requirements of the Data Protection Act. FOCUS Clinics is committed to equality of opportunity and of eliminating discrimination. All employees are expected to adhere to the principles set out in its Equal Opportunities in Employment Policy, Promoting Race Equality Policy and Disability Policy and all other relevant guidance/practice frameworks. Person Specification Qualifications: The post holder should have a good standard of general education. Sales experience preferred. Experience: Experience of working in a sales role preferably in a service environment undertaking a range of duties Experience of working in a team and supporting colleagues. Skills and Abilities: Excellent communicator and rapport building skills, self-driven, results-oriented with a positive outlook, and a clear focus on high quality and business profit. Broad range of organizational, administrative and interpersonal skills and the ability to work flexibly and accurately under pressure. Ability to work with figures and understand basic business finance. Proven ability to take initiative, problem solve, work without direct supervision and work as part of a team. supporting colleagues as necessary. Ability to plan ahead, set and adjust priorities, work under pressure and to cope with multiple competing demands. Ability to learn new systems quickly. Enthusiastic and eager to learn and develop new skills. Personal Attributes: Willing to work flexibly, assist colleagues and adapt to new ways of working. Able to maintain a professional attitude under pressure. Able to deal with matters in a confidential manner. Able to work both independently and as part of a team. Able to exercise and demonstrate sound judgement, not only in making decisions but when to seek advice and involve. Willing to undertake any necessary training for the role. Good experience of general administration preferably gained in a service environment. Good interpersonal skills, ability to communicate effectively, good rapport building skills. Capacity to work under pressure.