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Patient Co-ordinator - Sales Team
OCL Vision
·
2.7
London W1G 9TF
£27,000 - £28,500 a year
Permanent, Full-time
Apply now

Job details

£27,000 - £28,500 a year
Employee discount, Company pension, Health & wellbeing programme, Transport links
Permanent, Full-time
London W1G 9TF

Full job description

Patient Co-ordinator:

OCL Vision is seeking a dynamic and customer-focused Patient Co-ordinator to join our team. At OCL Vision, we are dedicated to providing exceptional eye care services and ensuring the highest level of customer satisfaction. As a Patient Co-ordinator, you will play a crucial role in converting customer enquiries into consultations, managing inbound communications over the phone and email, supporting patients in person at our clinics through their journey to surgery, and delivering an outstanding customer experience.

Location

This is a blended role combining phone-based work with in-person customer support. You will work across our three London locations, primarily at our New Cavendish Street and Kensington clinics, with occasional support required at our Elstree site.

Key Responsibilities

  • Lead Conversion: Efficiently handle customer enquiries with a strong focus on converting these leads into scheduled consultations.
  • Patient Liaison: Support patients face to face during their in-clinic sessions to book surgery, and follow up with patients by phone after their consultation to guide them through their next steps and ensure a smooth, reassuring experience.
  • Inbound Communication: Address and resolve inbound queries and action callback requests promptly to ensure customer satisfaction.
  • Email Correspondence: Manage and respond to inbound emails professionally and accurately, ensuring timely and helpful responses.
  • Procedure Expertise: Stay up to date with the latest procedure updates to provide accurate and relevant information to customers, enhancing their decision-making process.
  • Exceptional Customer Service: Deliver the highest level of customer service to ensure a positive and seamless experience for all customers, fostering trust and loyalty.
  • Brand Advocacy: Represent OCL Vision as a brand ambassador, consistently promoting our values and upholding our reputation.
  • Performance Metrics: Consistently achieve and exceed KPIs and targets, demonstrating a commitment to excellence.
  • CRM Management: Actively and accurately update our CRM system (HubSpot) to ensure all customer interactions are recorded and managed effectively, contributing to a streamlined customer journey.

If you have a sales background, possess excellent selling skills, and are passionate about delivering a first-class customer experience, we invite you to apply. By joining our team, you will be integral to driving the successful conversion of customer enquiries into consultations and surgery bookings, and contributing to OCL Vision's mission to provide exceptional eye care services.

Working Hours

  • 5 out of 7 days per week
  • 40 hours per week
  • Based across New Cavendish Street and Kensington, with occasional travel to Elstree

Compensation and Benefits

  • Competitive salary with a bonus scheme
  • Staff benefits and discounts

Qualifications

  • Excellent communication and interpersonal skills
  • Confident communicating both over the phone and in person
  • Strong organisational skills and attention to detail
  • Ability to work independently and as part of a team
  • Flexibility to work across multiple sites
  • Proficiency in CRM software (preferably HubSpot)
  • Customer service experience is preferred

About OCL Vision

OCL Vision is a leading eye care provider offering state-of-the-art treatments and personalised patient care. Our team of experts is dedicated to enhancing the vision and quality of life for our patients. We are committed to innovation, excellence, and compassion in all that we do.

Join us at OCL Vision and be part of a team that is transforming lives through exceptional eye care. Apply today to become a New Leads Patient Co-ordinator and contribute to our mission of providing outstanding patient experiences and outcomes.

Pay: £27,000.00-£28,500.00 per year

Benefits:

  • Company pension
  • Employee discount
  • Health & wellbeing programme
  • Transport links

Ability to commute/relocate:

  • London W1G 9TF: reliably commute or plan to relocate before starting work (preferred)

Application question(s):

  • Can travel to all 3 locations - please confirm?

Experience:

  • Sales: 1 year (preferred)

Work authorisation:

  • United Kingdom (required)

Willingness to travel:

  • 50% (required)

Work Location: In person

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