Customer Experience Advisor

Job content

About The Role

Our Customer Experience Advisors are know as Patient Experience Advisors.

The role of Patient Experience Advisor is 100% focused on excellence in patient care. Ensuring excellent patient experience throughout their whole journey with Push Doctor and ensuring all queries are resolved as quickly as possible. Passionate and caring in everything they do, focused solely on making sure patients get exactly what they need when they need it. The PX Advisor acts as the first point of contact for all patients, pharmacists and other stakeholders and ensures excellence in patient care at all times, regardless of the channel of communication.

Job Overview

• First point of contact for all patient queries and problems – calls, live chat, emails & social media
• Manage the first point of contact for all NHS partners/Patients
• Taking ownership of workload, managing own workload to ensure no gaps or delays in the service.
• Monitoring all channels of communication with patients, Through Inbound and Outbound calls, Live chat, email and Social Media
• Ensuring compliance with all CQC and GMC regulations
• Handling complaints and ensuring appropriate resolutions found
• Technical and doctor support – advising on connection issues etc

About You

• Caring and empathetic nature
• Strong team ethos & excellent work ethic – always prepared to go above and beyond for the team and for patients
• Adaptable to change – fast-moving environment where no two days are the same
• Positive outlook
• Problem solving, always looking for a resolution
• Inquisitive and prepared to speak up to make changes and fix problems
• Intelligent and driven to provide excellence at all times
• Hard-working and passionate about the team, and about doing the right thing all the time
• Decisive and proactive
• Well organised – able to manage several channels at once, and manage your own workload

About Us

Company Overview

At Push Doctor, we have built powerful tools to help clinicians, patients and healthcare leaders achieve their goals. We began life as the UK’s first platform to offer video consultations online and via smartphone – offering quick, easy and convenient access to NHS-trained, GMC-registered doctors.

These days our technology does much more than that – helping surgeries manage demand, matching the correct clinician with the right patient and, for the first time, allowing the NHS’s many disparate databases to communicate seamlessly with each other.

We are a technology firm, but we are not disruptors. Instead, we work in partnership with the NHS and its amazing clinicians to serve patients across the UK, helping them access healthcare quickly and easily using smartphones and computers.

We do all of this with a relentless focus on safety and high-quality clinical outcomes for patients.

Our partnerships with the NHS continue to grow and we now provide services to 5.7 million NHS patients across the UK. At the same time, we are expanding patient access to a wider range of clinicians, from GPs to physiotherapists to pharmacists and offering a private service for those patients who want it. This means we effectively direct patients to the right clinicians at the right time, speeding up treatment times and taking the burden off GPs.

Push Doctor opens the doorway to a different NHS

Push Doctor Values:

Empathy

We are curious, caring and passionate. We have experienced healthcare ourselves and use research and insight to understand the aspects of healthcare we have yet to experience. Whenever empathy seems out of reach, we are proactive in bringing it into focus.

Ambition

We carve the path for others to follow, setting industry standards and transforming healthcare for the better. We are anything but new to this and have so much to be proud of. Together, we are unstoppable.

Resilience

Everything we do should add value to our service. We optimise and occasionally overhaul every aspect of the experience we provide, challenging expectations of what health can (and should) be. This isn’t something that happens overnight, so
we need to be resilient and never lose faith.

Job Types: Full-time, Permanent

Salary: £18,000.00 per year

Work remotely:

• No