Patient Intake Specialist

5 months ago

New Westminster, Canada Pollock Clinics Full time

Pollock Clinics’ Vision is to be a global leader in Male Sexual Healthcare. We are currently one of BC’s leading providers of Male Sexual Health services and are the largest providers of no-scalpel no-needle vasectomy and circumcision for babies, boys, and men of all ages.

The Purpose of Pollock Clinics is to reduce suffering and enhance the quality of life of our patients. At the heart of our practice lies a dedication to making a genuine and lasting difference in the lives we touch, one patient at a time.

**Job Summary**:
Pollock Clinics also has an international franchise business and there is long term opportunity associated with this position to support franchise operations which are expected to grow significantly over the next 3 years.

As the Patient Intake Specialist you are primarily responsible for inbound and outbound calls to book consultations and provide outstanding customer service.
- Your role is the first point of contact in the patient journey and crucial to the overall customer experience.
- You are personable, have a positive disposition and possess natural ‘sales’ abilities
- You are passionate about helping people, also a team player, partnering with our Patient Care Coordination (PCC) team to resolve patient issues.

**DUTIES AND RESPONSIBILITIES**

Accurately inputting, processing, and handling inbound and outbound patient consultations by phone and online forms.

Acknowledge and resolve customer complaints.

Ensure customer satisfaction and provide professional customer support.

Keep records of customer interactions, process customer accounts and file documents in our CRM.

Recommend potential products or services to management by collecting customer information and analyzing customer needs.

Collaborate with the marketing team to promote our services, participate in campaign planning and execution.

Work closely with our Patient Care Coordinator department to achieve organizational goals.

Provide support to the Operations Manager, contributing to strategic planning and decision-making processes.

**SKILLS AND QUALIFICATIONS**

Experience in customer service or call center is a plus.

Demonstrated ability to communicate, present and influence credibly and effectively.

Expert command of the English language required.

Knowledge of medical terminology and healthcare processes is a plus.

Experience in marketing or promotional activities is a plus.

Previous experience in training new staff members is a plus.

**Salary**: $22.00-$30.00 per hour

**Benefits**:

- Dental care
- Extended health care
- Paid time off
- Vision care

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Monday to Friday

Ability to commute/relocate:

- New Westminster, BC: reliably commute or plan to relocate before starting work (required)

Work Location: In person

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