Job Description. The Healthcare Telemarketer s primary goal is to increase the amount of patient activity in each of Community Outpatient s services:

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1 Job Description Job Title: Job Location: Healthcare Telemarketer Leathermarket, Weston Street, London, SE1 3ER Responsible to: Marketing Manager Hours of work: 39 Salary: 19K plus up to 4K bonus Job Summary Community Outpatients provides community based healthcare services across London and the South East of England, and we are currently expanding elsewhere in England. Our services currently include Cardio-Telemedicine (in multiple locations), Ear, Nose and Throat (ENT) based in Southwark and Leeds, and Dermatology (Eastern & Coastal Kent). Each service has its own dedicated administration team responsible for managing referrals into the service from local doctors surgeries (general practices), liaising with patients to book appointments and reporting on activity on a weekly basis. The Healthcare Telemarketer s primary goal is to increase the amount of patient activity in each of Community Outpatient s services: Dermatology Eastern & Coastal Kent Cardio - Telemedicine Sutton & Merton Healthcare telemarketer Ear, Nose & Throat Southwark & Leeds Cardio - Telemedicine London & Kent

2 Working closely with the administration teams of the existing services, and potential new ones, the Healthcare Telemarketer will be responsible for: Reporting: combining activity reports (potentially into a central CRM (Customer Relationship Management) system); Data analysis: assessing usage across each borough / geographical region for each specialist service and identify General Practices under-utilising the services; Data cleansing: Call and clarify local responsibility for selecting referral pathways (this could be a Practice Manager, supervisor, medical secretary or clinician) Service promotion: Raise awareness within General Practices by: o Contacting relevant GP surgeries to ensure they are aware of the services provided by Community Outpatients Ltd. o Encouraging each practice contacted to refer patients to Community Outpatients Ltd o Arranging for a Community Outpatients specialist to visit a practice to help educate them on the community service; o Sending information, via post or and schedule follow up calls. This may involve working with 3 rd party suppliers, such as a mailing house, to manage the distribution of material; o Establish when appropriate local events and meetings are happening and arrange for a Community Outpatients representative to attend. This includes Clinical Commission Group meetings, Practice Manager Forums, Protected Learning Time events, clinician forums etc all of which should be updated on a central calendar / CRM system; o Developing relationships with each PCT (Primary Care Trust) to ensure service information is communicated appropriately through their channels. This includes the PCT intranet, which holds service and pathway information, newsletters sent to every practice, plus any specific pathway meetings and dedicated communications the PCT arranges. Service feedback: Conducting periodic General Practice surveys via telephone and to establish satisfaction on each of the services and potential areas of improvement This is NOT a telesales position. It is a marketing and promotion role using the telephone as the primary engagement tool. Rewards for the right candidate are a competitive basic salary and bonus scheme and the opportunity to work within an expanding company in a continually evolving market. To be considered for this exciting role, you must: o Have telemarketing or telephone/face-to-face customer service experience o Have an excellent telephone manner and be able to speak confidently, clear and concise to a wide range of people o Have plenty of initiative and motivation. o Have an ability to build rapport with people and work well in a team. o Have a good understanding of how to target relevant clients o Are well organised and able to report performance statistically

3 The successful candidate will work closely with each Community Outpatients administration team, will report directly to the Marketing Manager and have a degree of autonomy for this new position. The role will be based in our head office in the Leathermarket near London Bridge station. You may also be required to visit some of the Community Outpatients surgeries on an ad hoc basis. PERSON SPECIFICATION Education and qualifications Experience and abilities ESSENTIAL QUALITIES Minimum A-Level qualifications; ideally in English, Business / Communication Studies, Maths, or Economics Demonstrable work experience in customer service related role. This may include telemarketing / sales / help desk support, faceto-face customer service, or project / account management experience. Experience of liaising with suppliers to distribute marketing material High level of personal integrity Self-belief, self-awareness and ability to selfmanage Motivation and enthusiasm Ability to communicate well both verbally and in writing in a professional manner Ability to demonstrate an understanding of confidentiality requirements Ability to work and establish good working relationships at all levels with different disciplines Ability to work under pressure in a calm and professional manner Ability to take decisions using own initiative and be aware of own responsibilities Ability to organise and prioritise own workload and work effectively unsupervised A high standard of computer literacy including the use of Microsoft Excel and Word Good numeracy skills and a knowledge of statistics DESIRABLE QUALITIES Degree level Experience within the health industry / NHS Project management experience Experience in using CRM systems and web based software such as Google Apps / Documents

4 Personal qualities Good interpersonal skills Being prepared to become a member of a team, working closely with other team members and external parties to enhance and support a good client-based service Responsiveness to change and ideas; able to adapt to new systems Reliability and flexibility Having a positive approach to work Preparedness and willingness to learn new office skills Valuing and respecting the different cultures and beliefs held by clients and colleagues CONFIDENTIALITY In the course of your employment you will have access to confidential information relating to Community Outpatients and Concordia Health business. You are required to exercise due consideration in the way you use such information and should not act in any way which might be prejudicial to Concordia Health s interests. Information which may require extra consideration includes information relating to the general business of Concordia Health and information regarding individuals. If you are in any doubt regarding the use of information in the pursuit of your duties you should seek advice from your manager before communicating such information to any third party. DATA PROTECTION Concordia Health is registered under the Data Protection Act You must not at any time use the personal data held by Concordia Health or disclose such data to a third party for a purpose not described in the Register entry. If you are in any doubt regarding what you should or should not do in connection with the Data Protection Act 1998 then you must contact your manager. HEALTH AND SAFETY Employees must be aware of the responsibility placed on them under the Health and Safety at Work Act 1974 to maintain a healthy safe working environment for both staff and visitors. Employees are also required to observe obligations under Concordia Health s Health and Safety policies, and to maintain awareness of safe practices and risk assessments. FINANCIAL ISSUES All staff are responsible for the security of the property of Concordia Health, avoiding loss or damage of property and being economical and efficient in the use of resources. GENERAL The post holder may be required to work at any of Concordia Health s practices in line with service needs.

5 The post holder must, at all times, carry out responsibilities with due regard to Concordia Health s equal opportunities policies. This is an outline job description and should not be regarded as an inflexible specification. Priorities may change in line with service needs and new duties introduced after consultation with the post holder. It is anticipated that duties will change over time and the job description will need to be reviewed. All staff have a responsibility to contribute to their own development and to that of the primary health care team, and particularly to the development of any staff they supervise.