Customer Experience Associate - Remote Patient Support and Success at Scan.com

Join the Future of Digital Health: Customer Experience Associate at Scan.com Scan.com is revolutionizing the way patients and clinicians access diagnostics, and we're looking for a passionate and customer-focused individual to join our team as a Customer Experience Associate. As a fully remote role within the UK, this is an exciting opportunity to be part of a growing company that's changing the face of healthcare. About Scan.com We're the UK's largest medical imaging platform, empowering patients to take control of their diagnostic journey and providing clinicians with seamless access to imaging services. Our innovative marketplace and referral portal are streamlining the diagnostic process, reducing wait times, and improving healthcare outcomes. With a strong track record of growth, having raised $60m in VC funding and reached profitability, we're poised for significant expansion in 2024. Job Overview As a Customer Experience Associate, you'll be the external face of Scan.com, delivering exceptional service to patients, referrers, and imaging sites. You'll work closely with internal teams to drive amazing patient experiences, resolve operational challenges, and contribute to the continuous improvement of our services. This role offers a unique opportunity to develop your skills and expertise in a fast-paced, dynamic environment. Key Responsibilities Managing customer experience throughout the end-to-end pathway, from booking to completion of scans and beyond Delivering exceptional service across all communication channels, including calls, live chats, and emails Collaborating with internal teams to ensure seamless customer journeys and resolving issues promptly Working closely with external imaging sites and referrers to drive positive customer experiences and resolve operational challenges Achieving Service Level Agreements (SLAs) to maintain high standards of quality assurance and minimize customer wait times Championing innovation and process improvements within the team Top 5 Achievements in Your First Year Deliver excellent customer service while maintaining high standards of quality assurance Build successful relationships with suppliers, partners, and internal stakeholders Drive innovation and process improvements within the team Foster positive stakeholder relationships to support cross-functional collaboration Own internal projects and initiatives to further your professional development and knowledge of the business What We Are Looking For We're looking for individuals who are passionate about delivering exceptional customer experiences and have a strong desire to learn and grow. While experience in a customer-facing environment is desirable, we welcome applications from those who are new to the industry. Key skills and competencies include: Superb verbal and written communication skills Strong analytical thinking and ability to handle multiple tasks concurrently High level of empathy and customer-focused mindset Motivation and drive to achieve and exceed individual and team targets Previous start-up experience is a plus, but not essential Career Growth Opportunities and Learning Benefits At Scan.com, we're committed to the growth and development of our team members. As a Customer Experience Associate, you'll have opportunities to: Develop your skills and expertise in a fast-paced, dynamic environment Contribute to the continuous improvement of our services and processes Collaborate with cross-functional teams to drive business success Access training and development programs to support your career growth Work Environment and Company Culture We pride ourselves on a culture that values diversity, inclusivity, and respect. Our team is passionate about delivering exceptional customer experiences and driving innovation in the digital health space. As a remote worker, you'll have the flexibility to work from anywhere in the UK, with the opportunity to attend our London office for training and team-building events. Compensation, Perks, and Benefits We offer a competitive salary and a range of benefits, including: Competitive salary Opportunities for career growth and professional development Flexible working arrangements, including remote work options Collaborative and dynamic work environment Access to training and development programs How to Apply If you're passionate about delivering exceptional customer experiences and driving innovation in the digital health space, we want to hear from you. Please submit your application, and we'll be in touch to discuss the next steps. Interview Process Our interview process is designed to be efficient and effective, with the following stages: Introductory call with our Senior Talent Partner Video call with the hiring manager Assessment stage (in-person, take-home, or video call) Meet the founders and/or other team members Offer! Diversity and Inclusion at Scan.com We're committed to creating a diverse and inclusive work environment, where everyone feels respected and able to bring their best selves to work. We strive to provide equality and fairness for all job applicants and employees, and we welcome applications from individuals of all backgrounds. Your Future Starts Here Don't miss out on this exciting opportunity to join our team and be part of the future of digital health. Apply now and take the first step towards a rewarding and challenging career with Scan.com. Apply for this job