Job reference: OPS102
The job
The Customer Services Agent will provide customer support for the full range of our products and services, engaging with customers using the telephone, live chat and email.
Key accountabilities
- Log and resolve first line Customer Services fault calls, ensuring attention, resolution and appropriate escalation of reported faults
- Resolving provider and insurer issues including, but not limited to:
- Code map requests
- Account resets
- Validation failures
- User training
- Validation updates
- Provider details
- Claim auditing, etc
- User Account administration
- Understand and comply with Customer Services operating procedures, service level agreements and associated targets
- Understand and comply with Information Security and Data Protection procedures
- Support rollout of our systems as directed by the Team Manager
- Support the testing of new systems
- Assess call severity and pass on to 2nd level support as required
- Assist in the data gathering required for new customers
- Support pre-sales and sales activities by handling incoming enquiries from prospective customers
- Manage practitioner acquisition from registration to subscription by providing support, online training and ongoing communication
Person specifications
Qualifications and experience
- Educated to GCSE level
- Latest Windows operating system (essential)
- Web-based technologies (essential)
- 3+ years Customer Service experience (essential)
- Knowledge of the healthcare / medical industry (desirable)
- SaaS experience (desirable)
- 3+ years management experience (desirable)
Professional and personal skills
- Hands-on approach
- Excellent telephone manner
- Strong interpersonal and communication skills
- Copes well under pressure
- Flexible approach to work / multi-tasking
- Works independently without supervision
- Takes a logical approach to problem solving
- Empathises with customer situation
- Good listening skills
- Organised
- Strong desire to assist customers
- Friendly, outgoing personality
- Ability to demystify technical issues using plain language
- Team player
- Pro-active and shows initiative
Ready to take the next step?
Deadline for applications: 14 March 2025
We’ll review your application when we receive it, but please note we may amend the closing date and close the job vacancy if we’ve got enough suitable candidates or have filled the role.
Don’t forget to quote job reference OPS102 on the application form
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About us
We’re the UK’s official medical invoice clearing company for private healthcare. Since 2001, we’ve conveyed encrypted online systems to healthcare professionals and businesses and currently process over £4.5bn worth of medical invoices annually as well as clinical records for virtually every private patient in the UK.
Enhancing what we already do well, we continue to deliver solutions to:
- Help streamline administrative processes
- Connect healthcare organisations
- Add value
Today, we provide an extensive range of specialised IT solutions and systems for the private healthcare market including practice management systems, online billing, secure messaging and clinical coding tools.
Our mission
Our mission is to remain recognised as the experts in online solutions, providing quality service to private healthcare businesses and professionals. We adopt a pioneering approach to healthcare IT services by using our expertise and knowledge inventing and delivering integrated systems to help healthcare businesses.
Our vision is to be the knowledge source and most trusted independent expert to deliver interoperable online solutions and define industry standards for private healthcare. We believe all key stakeholders in the industry will benefit by developing and enhancing these standards across the private healthcare sector to connect organisations enabling collaborative programmes where business, clinical and commercial information can be securely exchanged.
What we offer
- 25 days holiday + bank holidays
- Private pension (with 8% company contribution)
- Private medical insurance
- Life assurance
- Cycle to Work scheme
- Eye care vouchers
- Employee Assistance Programme (EAP)
- Charity volunteer day
We’re an equal opportunities employer
We’re committed to providing a service and following practices free from unfair and unlawful discrimination. We ensure that no applicant or member of staff is disadvantaged by conditions or requirements which can’t be shown to be relevant to performance or receives less favourable treatment for any of these reasons:
- age
- disability
- gender reassignment
- marriage and civil partnership
- pregnancy or maternity
- race
- religion or belief
- sex or sexual orientation
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