[ref. i79143621] Help Centre Officer (Remote) - Michael Page

About Our Client

Full timerole - 40 hours

The non-negotiables here are working to a rota which will include days, evenings to 20h00 and weekends.

A leader in their field

Job Description

• First Contact and Engagement:
• Act as the first point of contact for all inbound enquiries, whether by phone or email, offering a welcoming and professional service.
• Direct non-treatment-related calls and emails to the relevant department, ensuring smooth internal communication.
• Engage sensitively with individuals or their families seeking treatment, understanding their needs and guiding them through the next steps.
• Conduct thorough pre-admission screenings to evaluate suitability for treatment at Castle Health, ensuring all necessary information is gathered.
• Lead Qualification and Nurturing:
• Qualify leads by identifying individuals suitable for treatment, while addressing any concerns or objections that may arise.
• Clearly and confidently communicate Castle Health's unique treatment programmes and their benefits to potential clients.
• Nurture leads through follow-up communication, ensuring consistent engagement until they are ready for referral, admission, or alternative support.
• Referral and Admissions Support:
• Pre-screen all cases to assess the individual's eligibility for treatment at Castle Health before handing them over to the Admissions Department.
• Pass fully qualified and pre-screened leads to the Admissions Department, ensuring all relevant information is communicated for smooth case management.
• For non-qualifying leads, refer individuals to appropriate alternative treatment providers, following established protocols and ensuring compassionate care throughout.
• Maintain and regularly update a list of preferred alternative treatment providers in collaboration with the Referrer Relations team, adding new options when necessary.
• Coordinate with the Referrer Relations team on Private Medical Insurance matters to ensure accurate and comprehensive support.
• Sales and Conversion:
• Adopt a proactive, sales-driven approach to lead conversion, offering clear information and reassurance to individuals at every stage of their decision-making process.
• Overcome objections with empathy, providing tailored solutions that address concerns about treatment, costs, or other factors.
• Manage and track all enquiries and leads using CRM software, ensuring accurate reporting and effective lead management.
• Follow-Up and Reporting:
• Ensure no opportunity is missed by following up consistently with open leads until they are referred, admitted, or closed.
• Record all lead and enquiry activities within the CRM, contributing to ongoing reporting and performance analysis in team meetings.
• Provide administrative support where required, ensuring the smooth functioning of the department.
• Collaboration and Communication:
• Maintain strong working relationships with the Admissions Department, Referrer Relations team, and other departments to ensure referrals are handled efficiently.
• Ensure all communications for timekeeping and reporting are maintained with the Lead Help Centre Officer.
• Be willing to work flexible hours, including evenings and weekends, to meet the needs of potential clients. Work can be done remotely, but occasional on-site attendance may be required.

• Interpersonal Skills:
• Demonstrated ability to handle sensitive, emotional conversations with empathy and professionalism.
• Strong communication skills, including a warm, supportive telephone manner.
• Sales and Customer Service:
• Proven experience in sales or customer service, with an ability to convert enquiries into action through effective lead nurturing and engagement.
• Ability to identify and address objections, guiding potential clients towards making informed decisions.
• Organisational and IT Skills:
• Strong organisational abilities, with a keen eye for detail and the ability to manage multiple tasks concurrently.
• Proficiency in CRM systems, Microsoft Office, and telephonic systems used in customer service or admissions environments.
• Sector Knowledge (Preferred):
• Knowledge of addiction recovery and treatment is highly desirable, with an understanding of the impact of addiction on individuals and their families.
• Familiarity with the treatment options provided by Castle Craig, including the unique aspects of its programmes, is an advantage.

Additional Responsibilities:

• Undertake additional duties as directed by your line manager or the Hospital Manager.
• Participate in quality assurance processes, with all calls and emails monitored for training and quality control purposes.
• Maintain compliance with confidentiality policies concerning patient information at all times.

What's on Offer

A competitive salary and FULLY REMOTE WORKING