Enquiries Team Lead

Lead and motivate the Enquiries team to achieve agreed targets contributing to the company's objectives.

Provide clear and concise direction, support and guidance to the team through effective coaching, leadership and setting of SMART objectives.

To be responsible for intercepting, logging, handling and booking all incoming enquiries and referrals received by OSD Healthcare

Manage the day-to-day activities of the Enquiries Team, ensuring adequate staffing levels and operational excellence.

The focus of this role is to convert enquires and referrals into bookings

Main duties of the job

Lead and motive the Enquiries team to achieve agreed KPI's contributing to OSD objectives.

Providing backup support to the team and stepping in to answer customer calls and requests. Responsible for intercepting, logging, handling and booking all incoming enquiries and referrals received by OSDH via all channels to maximising the return on investment from digital marketing, communications and business development initiatives.

Monitoring performance by tracking and measuring individual and team objectives including conducting 1:1 call listening sessions.

Providing training and feedback to team members, offering ongoing coaching to ensure KPI's are met. Continuously working towards maximising lead conversion, efficiently utilising all available OSD resources.

Work with and support Service & Self-Pay Manger & Marketing team to maximise return on marketing investment and deliver on the marketing strategy.

Work with and support the Business Development Team to engage and retain consultants, GPs, PMIs and other referrers to deliver on the sales plan.

Monthly audit and reporting: Salesforce, Moneypenny, compucare and IP Cortex.

To build and maintain relationships with consultants, requesting ad-hoc clinic availability.

Liaising with relevant HoD to ensure all website information is fit for purpose, factually correct and up to date e.g. service offering, Consultant directory etc.

Liaising with relevant HoD to share updates about team performance, identify consumer needs and develop proposals to encourage increased business leads and conversions.

Collating and seeking authorisation for team annual leave requests.

Collating and reviewing overtime requests in conjunction with the Service and Self-Pay Manager

Approve and process Semafone refunds.

Rostering of all enquires team staff rotas.

Update Cascade, shifts, annual Leave, overtime, sickness etc

To follow the referrals handling process by adding all enquiries received onto the appropriate waitlist on Compucare and/or Salesforce.

To identify the need of the enquirer, providing them with the relevant information about the service, Consultant/Clinician, pricing, and payment methods. Providing accurate and quality information on all OSD services to patients.

Liaise with clinical and non-clinical departments to ensure correct information is given for pricing quotations, ensuring accurate written and verbal quotations are provided. Contacting patients by phone and email to ensure required deposits for appointments, treatment or procedures are received in full before appointment/ admission takes place.

Engage with patients, consultants and external providers as well as staff members across all other departments at OSDH to provide them with outstanding customer service.

Exhibit excellent communication skills, an impeccable telephone & email manner with confidence in dealing and liaising with people at all levels.

Work in a calm and organised manner even at times of stress or pressure.

Dealing with upset or irate patients in a calm, professional and reassuring manner.

To ensure all appointments are assessed for clinical appropriateness by relevant clinicians.

To ensure that correct data and information for sales and marketing purposes is captured and that this is entered accurately in the systems. This is to be done in line with OSD defined format, timelines, and frequency.

To manage all data records, following all data protection regulations and guidelines.

To ensure knowledge is fully up to date with all service offerings, pricing, and PMI information.

To escalate any feedback or complaints from patients following appointment or procedures, escalating when necessary.

To work flexibly as part of the team and to undertake any other relevant duties as required in the post.

To ensure confidentiality at all times, being an ambassador for the Enquiries Team and providing an excellent quality of service.

At OSD Healthcare, we are pioneering a new approach to private healthcare. We are committed to combining the skills of our healthcare professionals with the very best in medical technology, ensuring we deliver the best possible care to our patients.

Our mission is to make private healthcare affordable and accessible, providing outstanding patient care - 7 days a week, 365 days a year. Our flagship outpatient, dental, physio and diagnostic clinic features state-of-the-art equipment and an exceptional, quality environment for patients and staff.

We have extended our service offering our day case theatres on site. Patient pathways and continuity of care are of the utmost importance to us and we believe that the ability to offer consultations, testing, imaging and surgery under one roof will positively impact our patients experience with us. Our aim is to provide the very best in healthcare in the fastest possible time. No case is too small, and every case is as important to us as it is to our patients.

Situated in Hemel Hempstead with free on-site parking and easy access to the M1 and M25, this is a unique opportunity to join a growing organisation, helping to shape our services and deliver outstanding care to each and every one of our patients.