Client Service Executive
2 weeks ago
Role & responsibilities:
- Answer patient calls promptly, provide service information, resolve queries, and make outbound calls for appointment confirmations, recalls, rescheduling, and follow-ups.
- Monitor and fill cancellations or gaps, liaise with clinical teams for efficient diary utilization, and stay updated on schedule or template changes.
Send SMS/phone reminders for upcoming appointments, log cancellations/no-shows, and reschedule to maintain patient flow.
Support reporting on call volumes, booking conversions, cancellations, and share patient feedback or recurring issues for service improvement.
Accurately book NHS and private appointments using practice systems, allocate time slots based on treatment needs, and ensure correct diary optimization.
Preferred candidate profile
- Excellent English Communication Skills Strong verbal and written communication with a professional and polite tone.
- Confident and Customer-Focused – Ability to handle patient queries with clarity, empathy, and assurance.
- Flexible with Work Schedule – Must be available to work Monday to Saturday, 12 PM to 9 PM without exceptions.
- Proactive and Detail-Oriented – Capable of managing multiple tasks, ensuring accuracy in bookings, and maintaining high service standards
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