Express Medicals Ltd • SE16 2XB
About this role
To support the enabling and issuing of results for all medical, clinical and drug and alcohol related procedures always ensuring the highest levels of accuracy.
To ensure customer expectations are met in relation to the quality, accuracy and timeliness of results.
To assist with investigating and resolving customer queries and complaints in an efficient and timely manner.
Key responsibilities and accountabilities
•
Checking post received from regional clinics and on site assessments for integrity of contents and general details ensuring all appropriate information has been saved to the electronic record
•
Maintain appropriate log processes of appointments attended and not attended, personal information provided and re-issued certificates
•
Producing, issuing and reissuing of reports, results and certificates through various channels ensuring observation of current data protection regulations
•
Uploading results to external databases and client results portals in line with SLAs and client specific arrangements
•
Record and maintain all customer data appropriately in line with current data protection legislation
•
Investigate and resolve queries and complaints as required
•
Query investigation including liaising with other internal departments as well as external partners such as the lab as required
•
Corresponding with customers via the customer’s preferred contact channel where specialist knowledge is required
•
Managing customers’ expectations by advising of expected timescales for delayed or pending results
•
Maintaining an up to date and thorough knowledge of industry protocols and guidelines for occupational health medicals and drug and alcohol testing
•
Support departmental colleagues by sharing knowledge, skills and experience and providing coaching and training to new team members as required
•
Maintain a Value for Money mind-set, taking accountability for the financial implications of any errors which may result in compensation to the customer or the business, working with feedback to always improve service delivery
•
Draw attention to any defects in the service and put forwardsuggestions for improvements and innovations
•
Aim to achieve all company, departmental and personal targets requesting additional training and support as required
•
Support the development of the service through completing any required training and attending team meetings as necessary
•
Carry out any other reasonable duties commensurate with the smooth running of the department or the business
•
Adhering to department reporting and requesting processes with regards to absence and leave requests