Customer Support Advisor, Suvera

• Prior experience in frontline customer support handling calls in a highly regulated environments such as banks, insurance, healthcare etc
• Exceptional telephone etiquette and communication skills to provide a positive patient experience
• Ability to think on your feet when handling calls
• Comfort and confidence in engaging with patients through their chosen communication channels, including email, text, and phone
• Strong written communication skills, with a focus on email correspondence
• You feel confident with technology and are able to work with a variety of software systems
• Highly organised and honest about your knowledge, including areas where you may require further clarification or understanding
• You thrive in a fast-paced and dynamic environment, comfortably adapting to changing priorities and handling challenging situations
• Ability to have difficult conversations and resolve them positively
• Growth mindset and lifelong learner
• Passionately curious
• Ability to adapt to a fast and volatile environment
• Patience

Desirable

• As a Customer Support Advisor, you will be an integral part of our Care team, providing assistance to our patients, partners, and fellow care team members
• Your primary responsibility will be to serve as the initial point of contact for our users, offering support through email and telephone communication
• Your active role will involve guiding patients and partners toward the appropriate healthcare professionals and team members
• This presents an exciting opportunity for individuals who have experience in customer support to leverage their skills within a rapidly expanding and innovative digital health company
• The role offers the potential to make an immediate impact and is a unique chance to be part of shaping a new future in patient care
• This role provides an opportunity to be upskilled and receive internal and external training on how to handle additional types of calls and tasks, including those involving the co-ordination of patient care, learn new clinical systems and learn more about long term health conditions
• Answer incoming phone calls, transferring calls or dealing with the callers’ requests appropriately and escalating, where necessary
• Schedule patient support calls and calls to introduce the service
• Managing our patient support messages (email inbox and SMSs) and triaging or responding to all message requests in a timely and efficient manner, and escalating as appropriate
• Documenting and actioning patient calls, emails, queries and feedback as and when they arise under the appropriate tags and details in Suvera’s Clinical Dashboard
• Following up with patients for arranging or rearranging appointments and other time-sensitive tasks