You will provide professional and empathetic support to service users and process clinical orders for service (Hone Oxygen Order Forms / HOOFS).
Ensure all patient calls and HOOFs are processed correctly. Communicate effectively with Patients, Clinical Leads, and colleagues. Be Customer-Focused, Always Caring.
You will be able to demonstrate commitment to promoting Company values, attitudes, and behaviours in all their interactions, namely:
Customer Focus
Always be Caring
Growth
Lead the Way
Make It Happen
Duties and Responsibilities
Job Specific:
Problem solving equipment queries using NHS approved algorithm.
Processing Home Oxygen Order Forms through NHS approved Desk Based Risk Assessment.
Taking calls from patients and health care professionals and dealing with all enquiries in a positive and professional manner.
Taking on any reasonable further tasks that the Team Leader requires with full training.
All Roles:
Completion of necessary documentation and processes to ensure activities are completed in full.
Adherence to company policies and processes at all times.
Contribute to the team performance by sharing and implementing best practices and ideas.
Work with line manager to agree personal performance objectives aligned to department and Company objectives. Track personal performance against targets on a quarterly basis as a minimum, providing updates as required.
Increase customer satisfaction by providing professional, knowledgeable, and high levels of quality service including internal liaison with other functions within the company.
Through self-learning and formal training, develop relevant knowledge, techniques, and skills for the role.
Ensure a safety culture and effective housekeeping.
Employ and maintain environmental, health and safety working practices in accordance with company and statutory requirements at all times.
Complete any other reasonable tasks or requests as required, to support the company priorities.
Skills and Qualifications - General
The Job Holder will demonstrate:
Experience in:
Customer support (patient first mindset) Microsoft office packages
Ability to work on own initiative with good time management skills. Proactive approach to following process. Excellent communication skills. Calm and confident manner. Excellent listening skills. Flexibility and ability to adapt to deadlines and meet Key Performance Indicators (KPIs). Understanding of business processes and how to embed these into all areas of the Company's processes. Self-motivated behaviour with excellent timekeeping, time management, and organisational skills. Aptitude to learn new skill sets. Ability to maximise potential within self and others. Ability to maintain a professional attitude and adhere to the company values at all times. The ability to adapt to change and work with a high degree of accuracy. A commitment to their own continued professional development.
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Customer support (patient first mindset) Microsoft office packages
Ability to work on own initiative with good time management skills. Proactive approach to following process. Excellent communication skills. Calm and confident manner. Excellent listening skills. Flexibility and ability to adapt to deadlines and meet Key Performance Indicators (KPIs). Understanding of business processes and how to embed these into all areas of the Company's processes. Self-motivated behaviour with excellent timekeeping, time management, and organisational skills. Aptitude to learn new skill sets. Ability to maximise potential within self and others. Ability to maintain a professional attitude and adhere to the company values at all times. The ability to adapt to change and work with a high degree of accuracy. A commitment to their own continued professional development.
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