Private and Sports Imaging Patient Services Coordinator

We are seeking an enthusiastic and dedicated Private and Sports Imaging Coordinator to join our team at Thorpe Park Head Office. This role will be the first point of contact for all patients, referrers and sports clubs contacting LivingCare in relation to our Private Imaging services. We require an individual who is actively able to multi-task, work under pressure and maintain the highest customer service standards. This role is responsible for ensuring a prompt and professional service to all enquiries made via email and telephone. You will respond to general enquiries, including facilitation of any booking enquiries. You will work closely with the rest of the operational team to ensure clear lines of communication and service delivery are provided in line with customer expectations.

In addition to delivering outstanding customer service, the post holder will play a key role in driving revenue growth and promoting private imaging services, ensuring all interactions maximise booking conversions and service uptake. The successful candidate will actively identify opportunities to upsell services, build strong relationships with referrers and clients, and contribute to the commercial success of the private imaging function.

MAIN DUTIES AND RESPONSIBILITIES

• Managing the online and telephone booking of private and sports imaging services across the company.
• Managing waiting times and escalating where appropriate
• Ensuring delivery of company KPIs
• Responding to enquiries over email and telephone
• Ensuring excellent customer satisfaction
• Recording customer details on the appropriate database as required
• Ensuring all processes are completed for customers booking appointments with LivingCare
• Keeping track on waiting times and escalating where appropriate
• Any responsibility within the customer service function.
• Support the development of private and sport imaging services.
• Actively promote private imaging and sports services to maximise bookings and revenue
• Convert enquiries into confirmed appointments through effective communication and sales techniques
• Identify upselling and cross-selling opportunities where appropriate
• Build and maintain strong relationships with referrers, patients, and sports organisations to encourage repeat business
• Support marketing and business development initiatives to grow the private imaging service
• Monitor conversion rates and contribute to improving sales performance metrics

Qualifications

Good general education

Customer care training or equivalent experience

Skills and competencies

• Excellent customer service skills
• Excellent telephone manner and email etiquette
• Knowledge of diagnostic imaging is desirable however full training will be provided
• Strong sales and negotiation skills
• Ability to influence and convert enquiries into bookings
• Commercial awareness and understanding of revenue targets
• Confidence in promoting services and handling objections
• Teamworking
• Competent in using IT and CRM systems
• The post holder will have ongoing support throughout the operational structure. They will also work closely with the clinical team. They will have access to internal and external training for the role.

About us:

LivingCare Group is a set of companies that operate across various health services and portfolios. We have extensive experience of developing and delivering NHS care and have a growing portfolio of private provision. We work across GP practices and within our own centres in Yorkshire.

Our services are developed in response to local demands across the health economy and in line with the NHS governance and contractual requirements.

Why Choose us?

Our continuing success as a business is down to the talent, hard work and dedication of our staff. Along with great job satisfaction, you can look forward to a competitive salary, opportunities to grow, a pension scheme and great employee benefits.

We fully believe in investing in our staff to help them reach their career goals and full potential. ​We offer all staff the chance to further their education with free training courses in any field that will both benefit themselves and the company.

Here at LivingCare we are an equal opportunities employer with a strong commitment to the health and wellbeing of all our colleagues.

We are also proud to be a Disability Confident Committed Employer (Level 1).

Find out more about Disability Confident at: www.gov.uk/disability-confident #DisabilityConfident

What we offer our employees:

• Free onsite parking
• Free tea and coffee
• Quality working environment
• Exclusive discounts
• Flexible working
• Work life balance is a priority here at LivingCare, with services running at sociable times. 08:00-18:00 Monday to Saturday.
• Annual pay review
• Pension Scheme
• Monthly metric driven bonuses
• Blue Light Card NHS discount at a range of shops and restaurants
• Access to the Employee Assistance Programme
• Culture matrix programme: we organise special events every month to support our teams
• Celebrating success: this programme gives rewards to our team member who have gone above and beyond
• Supermarket vouchers: we give these out every month as part of our supermarket sweep competition

LivingCare Behaviours and Values:

Living Care has a set of core values which we expect all staff to demonstrate. Building on these we have developed a set of expectations that we expect all team members to demonstrate.

Managing yourself and others:

• Take care of your own wellbeing and that of your staff
• Manage yourself and your emotions
• Share your knowledge and experience
• Use appropriate language when communicating to others to ensure they understand
• Be decisive
• Be positive – focus on what you can do and why something will/could work
• Actively seek feedback and act on it (where appropriate)
• Know when to step in and do it yourself and when to leave others to have a go
• Be self aware: know your strengths and development needs and look for ways to develop
• Be visible

As a company who supports equality and diversity, LivingCare encourage applications from all candidates regardless of their age, gender including reassigned gender, relationship status, maternity, disability, race including colour, nationality, ethnic or national origin, religion or belief, sex, or sexual orientation.