Call Centre Representative

1. Inbound Call Handling

• Answer incoming calls from NHS and private patients promptly and professionally.
• Provide information regarding services offered, clinician availability, and appointment slots.
• Handle queries, resolve concerns where possible, and escalate clinical or complex enquiries appropriately.

2. Outbound Calls

• Call patients to schedule, confirm, or follow up on appointments.
• Reach out to patients for overdue check-ups, recalls, and treatment follow-ups.
• Contact patients for rescheduling due to diary changes or clinician unavailability.
• Make outbound marketing or referral follow-up calls as required.

3. Appointment Booking

• Accurately book appointments for both NHS and private patients using practice management systems.
• Allocate time slots appropriately based on treatment type, appointment length, and clinician preferences.
• Adjust appointments and optimize diaries according to default templates and clinical lead direction.

4. Diary Management Support

• Monitor and proactively fill diary gaps and cancellations.
• Liaise with clinical and practice teams to ensure efficient diary utilization and reduce missed opportunities.
• Keep up to date with any diary template changes or clinician schedule updates.

5. Patient Reminders and Cancellations

• Send SMS or make phone call reminders for upcoming appointments.
• Log cancellations and no-shows in the system and handle them according to clinic policy.
• Reschedule appointments as needed while maintaining patient flow.

6. NHS and Private Patient Navigation

• Clearly communicate the difference between NHS and private services during patient conversations.
• Provide guidance on treatment options, eligibility, costs, and any associated charges.
• Support patients in making informed decisions about their care path.

7. Escalations and Support

• Escalate complaints, complex patient issues, or clinical concerns to the appropriate manager or team.
• Document call outcomes, patient concerns, and any escalations in CRM or designated tracking systems (e.g., Zoho CRM).

8. Reporting and Feedback

• Contribute to regular reports on call volumes, booking conversions, cancellations, and missed opportunities.
• Share patient feedback (positive or negative) with clinical and operational teams to improve service delivery.
• Highlight recurring issues or trends to support process improvement initiatives.

9. Referrals and Marketing-Driven Calls

• Manage inbound and outbound calls related to patient referrals from GPs, dentists, or external sources.
• Follow up with patients who have expressed interest through marketing campaigns (social media, email, website, etc.).
• Track and report on new patients acquired via marketing channels for both NHS and private services.
• Support the marketing team by providing insights into patient inquiries and call trends related to campaigns.