Clinical Support Assistant

The Role: Clinical Support Assistant

The Team: Clinical Support

Hours per week: 18.75

Location: Hybrid (Head office Nottingham)

Medichecks launched the UKs first direct-to-consumer blood testing company in the UK and created a market where there was none. As well as the continued growth of our B2C business we now see considerable opportunities to grow in the B2B and B2B2C space through our technology platform, Plasma.

Our vision is to be part of everyone’s journey to better health. At Medichecks we’re building a healthcare platform for the future. We’re a team of medics, designers, engineers and communicators who are intent on bringing our vision to life. We’d like to hear from people who want to use their skills and knowledge to improve peoples’ lives and help us create real change in the way that blood testing and insights can be delivered.

Job purpose

The clinical support team ensure the timely release of the results for all our customers, as well as supporting the medical, business development and customer services teams in resolving any issue that may arise.

Job role

• Releasing results in a timely manner, ensuring they return within the advertised turnaround time.
• Correcting any errors that may occur with results or customer details.
• Support customer services with queries regarding results or laboratory processes.
• Communicating with customers for any further information required.
• Organising the Doctor’s allocation diary, allocating results fairly.
• Providing solutions to difficult cases.
• Processing retests when samples fail.
• Liaising with the laboratories for any questions, errors, and overdue results.
• Helping set up new profiles by requesting example HL7 messages from the lab.
• Report performance statistics to the wider company in the absence of management.

Key responsibilities

Communication:

• Communicate effectively across multiple channels emails, phone, you track, within the business and with services users.
• Demonstrate a passion for excellence in helping resolve any issues as quickly and as efficiently as possible.
• Ensure high standards are demonstrated in all communications with customers.
• Communicating clearly with your team and the wider business.
• Ensuring a handover is completed and actions are noted correctly.

Problem solving:

• Able to solve problems, by gathering all facts first, then action appropriately.
• Attention to detail, finding problems others may have missed.
• Collaborating with other teams to help find solutions and fix problems.
• Escalate to line management appropriately to raise issues to aid in help fixing any problems.

Knowledge:

• Excellent knowledge of our products, systems, and processors.
• Be confident in navigating around our website, to ensure you know our products.
• Responsible for continuing to grow your knowledge through available tools.
• Keeping up to date with changes to policies and procedures.

Administration:

• Keeping accurate records of calls and actions taken in customers’ accounts, Zendesk and you track.
• Collaborating with the teams in customer services, medical and business development.
• Working with the laboratories to ensure all identifying details and results are correct.

Compliance:

• Handling data in the correct way, in line with training provided and processors.
• Completing and passing mandatory training.
• Using safeguarding knowledge where applicable, and escalating cases where necessary to protect our customers.
• Adherence to internal process and procedure.

Key behaviours and skills

• Excellent communication skills > Communicate effectively with the team, services users and third-party companies.
• Teamwork > Working with the team to achieve goals together. Communicating with and supporting each other.
• Prioritisation > Manage your own workload; tasks can occur quickly, which will be more urgent than the day-to-day processing of results. Ask for help when required.
• Attention to detail > Finding problems and solutions that others may have missed.
• Problem solving > Proactively looking for solutions and liaising with other teams across the business to fix any issues that can arise.
• Resilient > Able to handle difficult cases. Able to work under pressure to achieve the best outcome for all.
• Accountability > Taking ownership of your own work and proactively supporting the business needs.
• Relationship management > Establishing and maintaining a good repour with third-party companies and Medichecks stakeholders.
• Process adherence > Adhering to defined process and procedure and sharing suggestions of how this might be improved for consideration.
• Change > Open to change and new ways of working, and able to demonstrate adaptability.
• Continuous learning > Open to constructive feedback, and proactively driving your own development of knowledge and skills. Focused on delivering your personal performance objectives.
• Demonstrate Medichecks values

Job Types: Part-time, Permanent

Pay: £12,620.00 per year

Expected hours: 18.75 per week

Benefits:

• Company pension
• Enhanced maternity leave
• Enhanced paternity leave
• Free flu jabs
• Free parking
• On-site parking
• Paid volunteer time
• Sick pay
• Work from home

Work Location: Hybrid remote in Nottingham NG13 8GF