We are looking for two remote Patient Care Coordinators to join the team.
As a member of the Patient Care Coordination team, you'll be responsible for responding to and managing all incoming enquiries via channels prescribed by the business (phone/website/WhatsApp/Live chat etc.) These will come from a variety of sources -prospective patients, existing patients, healthcare professionals and external organisations.
Your primary purpose will be to provide empathetic support and guidance to patients and their families at both the outset of their first enquiry as well as existing patients throughout their cancer treatment journey. You will act as a coordinator between the patient, their family, and the wider GenesisCare organisation, ensuring that all questions and concerns are addressed promptly with empathy and compassion.
Naturally, you will be professional, warm, engaging, and knowledgeable to provide the best service to our patients and stakeholders. Additionally, you will be highly motivated, engaging both internally and externally, organised with strong attention to detail, and able to deal with a fast-paced environment whilst ensuring standards are maintained.
Hours: Full time, permanent (9-5, Monday – Friday)
What you’ll do:
- Ready to offer an explanation of services offered within GenesisCare & our partners, clearly communicating why patients should choose GenesisCare.
- Be knowledgeable about the organisational structure to direct enquirers appropriately.
- Ensure that every enquiry is quickly responded to, acknowledged, and actioned appropriately – including bookings, referrals, call backs, outbound calls, emails etc.
- Utilise the CRM or similar system to record enquiries.
- Liaise with colleagues within the organisation to ensure a good outcome for enquirers.
- Create caller feedback logs to highlight positive outcomes and areas for improvement.
What you’ll have:
Experience and skills:
- Experience in working within a fast-paced Contact Centre environment.
- Competent with a variety of software packages including Microsoft Office Suite including, Excel and Teams
- Excellent communication and interpersonal skills.
- Ability to work collaboratively within the Patient Care Coordination team, wider business, healthcare professionals, patients, and their families.
- Energetic and passionate, you should be a self-starter, solutions orientated individual.
- Compassionate and empathetic approach to patient care
- Strong organisational and documentation skills maintaining accurate patient records and documentation.
- Ability to learn and retain a vast array of information
- Comfortable interacting with enquiries via their chosen channel
- Confident in engaging with patients to ensure their enquiry is satisfied
Qualifications and Knowledge (desirable but not essential):
- Understanding and/or experience in private healthcare
- Understanding and/or experience in private insurer market
What’s in it for you:
Do your life’s best work! This is an amazing opportunity for you to join a global oncology specialist, rated in the Top 1% of healthcare providers!
At GenesisCare we’re leading the way in technology and innovation, we’re changing the way patients experience cancer treatment and care. We do the right thing by our patients, our partners and each other. Like the sound of us? We would love to hear from you!
- Make sure your annual leave suits you with 25 days + bank holidays, and the opportunity to buy/ sell annual leave.
- Look after yourself with free private medical and dental cover, as well as access Employee Assistance Programme & Income Protection
- We’ll look after you and your family with free radiotherapy treatment.
- Plan for your future with a competitive Company Contributory Pension Scheme
- Join our wellbeing community with access to Babylon Health and Headspace Wellbeing
- Save on your parking costs with free car parking at most of our centres.
- Treat yourself with access to a wide range of retail discounts.
- Join a global employer and open opportunities to work in other countries.
Who we are:
We are 6000+ highly trained healthcare professionals and support staff across the United States, Australia, the U.K, Spain and China, designing cancer and heart disease treatments to help patients achieve the best possible life outcomes.
Global care
Across the world, we have more than 580+ centres to help us bring the right care to our patients. Every year our team sees more than 1.4 million patients globally across our Oncology, Cardiology & Sleep Medicine Centres.
People centricity is at the heart of what we do and we pride ourselves on making our people a priority, whether that be a patient or an employee. We aim to build culture of ‘care’ that is patient focused, and performance driven. Our people promise is “do your life’s best work, by always growing, having a profound human impact and making great things happen together.” If you’d like to truly make a difference, join us at GenesisCare!
Job Types: Full-time, Permanent
Salary: £24,000.00 per year
Benefits:
- Company pension
- Free parking
- Gym membership
- Health & wellbeing programme
- On-site parking
- Private dental insurance
- Private medical insurance
Schedule:
- Monday to Friday
Supplemental pay types:
- Quarterly bonus
Application question(s):
- What attracts you to working for GenesisCare in this role and what experience and skills are you able to bring to the team that set you apart?
- When switching roles getting to grips with processes, ways of working, product knowledge can be rather daunting. What is your approach to tackle this bringing yourself up to speed as quickly as possible so that you quickly become a team asset?
- Patients who have been diagnosed or are symptomatic can often be confused/ shocked/scared; often they are desperate for help and quickly.
Listening attentively, engaging & building Empathy are part of our core values, can you describe you approach to dealing with such enquiries please?
- How would you deal with the following scenario?
You receive a call @ 11am from a very distressed daughter of a patient. She makes you aware her 65-year-old mother is a patient with a complicated colon cancer, she is due to be admitted for treatment today at 13:00hrs in our Bristol Centre. The complimentary pick-up service GenesisCare provide has failed to materialise causing distress to both her mother and her. She is worried that she will miss her appointment which will set her treatment pathway back and add delays/unwanted consequences.
Work authorisation:
- United Kingdom (required)
Work Location: Remote
Reference ID: R0017318
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