Patient Services / Sales Co-ordinator Apprentice

Sales and Conversion Responsibilities:

• Act as the first point of contact for all new enquiries, demonstrating in-depth knowledge of clinic services to convert leads into bookings.
• Respond to inbound calls, emails, and website queries promptly and professionally in line with organisational guidelines/KPI’s and with a focus on maximising conversion.
• Maintain and update the relevant patient lead databases, tracking conversions, reasons for non-conversion, and follow-up actions.
• Conduct outbound follow-up calls to warm leads, potential self-pay patients, and historic non-conversions to re-engage interest.
• Regularly feedback to and collaborate with the Senior Leadership Team on any patient enquiries, promotions, or trends impacting uptake.

Commercial Awareness:

• Keep up to date with treatment pricing, offers, and consultant availability to provide accurate, tailored advice to prospective patients
• Assist with targeted initiatives to drive bookings and promote clinic services
• Identify opportunities to cross-sell relevant treatments or services based on patient needs

Patient Experience and Administration:

• Deliver exceptional service across the entire patient journey, ensuring a consistent and positive impression from first enquiry to follow-up
• Ensure patient administration systems are accurately updated with enquiry source, relevant notes, documentation, and prices
• Manage incoming patient enquiries to ensure appropriate and accurate bookings, cancellations, and rebooking
• Collaborate with other Administration Staff to ensure the exceptional service to consistent across both private and NHS patient pathways.
• Fulfil all reasonable requests from patients to ensure their satisfaction and safety
• Liaise with Clinical staff, Consultants, Administrative staff, Optometrists and GP’s internally and externally as necessary
• Undertake general typing, filing, and document administration
• Develop strong working relationships with senior management and administrative personnel for effective and smooth operations
• Report any maintenance issues immediately to line manager
• Provide ad-Hoc support to other business functions as and when required

The above is not an exhaustive list of duties and you will be expected to perform different tasks as required by your changing role within the organisation and the overall needs of the business.

Training:
Teaching and learning the skills, knowledge and behaviours within Business Administration

Training Outcome:
On successful completion of this apprenticeship the employer will offer long term career progression and development opportunities

Employer Description:
Comprehensive, specialist service for the diagnosis and treatment of all eye conditions.

Working Hours :
Monday to Friday 9am to 5pm

Skills:
Administrative skills,Attention to detail,Communication skills,Customer care skills,Initiative,IT skills,Number skills,Organisation skills,Patience,Problem solving skills,Sales Skills,Team working