Remote Customer Experience Associate

Summary

Join Scan.com, a digital health scale-up, as a Customer Experience Associate and be the external face of the company, dealing with patient enquiries, working with referrers, and ensuring excellent service delivery. This role is fully remote within the UK after initial onsite training.

Requirements

• Experience working in a customer or patient-facing environment
• Superb verbal and written communication skills to share updates with patients and other medical staff
• Strong analytical thinking and the ability to handle multiple tasks concurrently
• High level of empathy
• Incredibly motivated and driven individual with a proactive and self-starter mindset
• Proven ability to achieve and exceed individual and team targets

Responsibilities

• Manage customer experience through the end-to-end pathway; this is from booking to completion of the scan and everything in between
• Deliver a great experience across all communication channels; this will include calls, live chats, and emails with our customers
• Work with wider Scan.com business to ensure our customers receive the best possible experience during each interaction
• Problem-solving when issues arise and escalating where necessary so customer queries can be resolved promptly
• Working closely with external image centres and referrers to resolve operational challenges to drive a positive customer journey
• Achievement of SLAs to ensure customer wait times are kept to a minimum and maintain a high standard of Quality Assurance
• Adoption of new operational processes; championing innovation within the team