Customer Experience Associate, UK
Employer: Scan.com
Location: Remote, UK
Working hours: Full time
Salary: Not listed
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We’re Scan.com, the digital health scale-up making diagnostics accessible, fast, and transparent. Our technology speeds up diagnoses for timely treatments, improving healthcare outcomes for hundreds of patients each day.
We’re doing diagnostics differently, with a portfolio of brands tailored to both patients and providers, all backed by our world-class customer operations team. Our B2C marketplace simplifies booking a scan, making it as straightforward for patients as booking a hotel. Our B2B platforms provide live scheduling at the point of care and harness AI to ease workflows for physicians, attorneys, and providers.
We’re looking for a Customer Experience Associate at an exciting time - our B2B platform is expanding rapidly across insurance, medicolegal and consultant verticals, we’re now offering 10+ scan types, and working with 200+ UK imaging centres. We’ve raised a total of $60 million in VC funding, reached profitability, and are poised to grow by over 300% in 2024.
WHAT YOU WILL BE GETTING INVOLVED IN:
As a Customer Experience Associate, your role is to be the external face of the company, handling patient enquiries, collaborating with referrers, and contacting imaging sites to assist with scheduling, ensuring we deliver our services both efficiently and excellently. You’ll be passionate about providing a fantastic service, and you’ll work cross-functionally with internal and external teams to contribute to team success. You’ll report to the Head of Patient Services to help drive a fantastic patient experience across the business.
As an early-stage business, you can expect your role to develop over time. Here are some of the types of things you could be getting involved in:
Managing customer experience through the end-to-end pathway; this is from booking to completion of the scan and everything in between
Awareness of GDPR and Information Security to support keeping patient data safe
Delivering a great experience across all communication channels; this will include calls, live chats and emails with our customers
Work alongside the wider Scan.com business to ensure our customers receive the best possible experience during each interaction
Problem-solving when issues arise and escalating where necessary, so customer queries can be resolved promptly
Working closely with external image centres and referrers to resolve operational challenges to drive a positive customer journey
Achievement of SLAs to ensure customer wait times are kept to a minimum and maintain a high standard of Quality Assurance.
Adoption of new operational processes; championing innovation within the team
THE TOP 3 THINGS WE WANT YOU TO ACHIEVE IN YOUR FIRST YEAR ARE:
Delivering excellent customer service whilst maintaining high standards of quality assurance
Honing successful relationships with both our suppliers and partners
Sharing your thoughts about process and service improvements - innovation
WHAT YOU MIGHT BRING TO THE TABLE:
You don't need to tick all the boxes to apply for this role. Whether it's your first role or your fifth role, we believe everyone can add value, learn, and grow. However, these might be some of the ways you are currently adding value:
Experience of working in a customer/patient-facing environment
Superb verbal and written communication skills to share updates with patients and other medical staff
Strong analytical thinking and the ability to handle multiple tasks concurrently
Empathetic
Highly motivated and driven individual with a proactive and self-starter mindset
Proven ability to achieve and exceed individual and team targets
Previous start-up experience is desirable
HOW WE WILL INTERVIEW YOU:
We keep our interview process short and straightforward, and we’re a nimble team that can progress at a rapid pace. Here are the stages you can expect, but we might switch up the order of each step depending on team availability:
Introductory call/interview with Rhea, our Senior People Partner. The call is typically made via telephone and lasts approximately 30 minutes.
If it feels like there is an initial fit for all, we will invite you to a 45-minute video call with the hiring manager. This is a more structured interview that will deep-dive into the role and technical needs.
All of our roles will have a small assessment stage. This role will consist of a scenario-based second interview.
Offer!
Diversity at SCAN.COM
Scan.com is committed to eliminating discrimination and encouraging diversity within our team.
We strive to provide equality and fairness for all job applicants and employees, and never discriminate on the basis of gender, marital status, age, race, ethnicity, religion, or physical differences.
We are opposed to all forms of unlawful treatment and discrimination.
Our ambition is for our team and its Board to be representative of the diversity in society, and for every employee to feel respected and able to bring their best selves to work.
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