Customer Experience Associate

We're Scan.com, the digital health scale-up that gives patients and clinicians simpler, faster access to diagnostics. As the UK's largest medical imaging platform, we cover everything from MRIs to mammograms, speeding up the time to treatment and improving healthcare outcomes.

We do diagnostics differently. Our marketplace empowers patients to book scans on their own terms and timeframes, while our referral portal gives clinicians admin-free access to imaging nationwide.

We're looking for a Customer Experience Associate at an exciting time - our B2B platform is expanding rapidly across insurance, medicolegal and consultant verticals, we're now offering 10+ scan types, and working with 200+ UK imaging centres. We've raised a total of $60m in VC funding, reached profitability, and are geared up to grow over 300% in 2024.

This position will be fully remote within the UK after 1-2 days of onsite training at our London office. This role is only available to those who are based in the UK.

What You Will Be Getting Involved In

As a Customer Experience Associate, your role is to be the external face of the company, dealing with patient enquiries, working with referrers, contacting imaging sites to assist with scheduling and ensuring we are delivering our services both efficiently and excellently. You'll be passionate about providing an amazing service, and you'll work cross-functionally with internal and external teams to contribute to team success. You'll report to the Operations Coordinator to help drive amazing patient experience across the business.

As an early-stage business, you can expect your role to develop over time. Here are some of the types of things you could be getting involved in:
• Managing customer experience through the end-to-end pathway; this is from booking to completion of the scan and everything in between
• Delivering a great experience across all communication channels; this will include calls, live chats and emails with our customers
• Work with wider Scan.com business to ensure our customers receive the best possible experience during each interaction
• Problem-solving when issues arise and escalating where necessary so customer queries can be resolved promptly
• Working closely with external image centres and referrers to resolve operational challenges to drive a positive customer journey
• Achievement of SLAs to ensure customer wait times are kept to a minimum and maintain a high standard of Quality Assurance
• Adoption of new operational processes; championing innovation within the team

THE TOP 5 THINGS WE WANT YOU TO ACHIEVE IN YOUR FIRST YEAR ARE
• Deliver excellent customer service whilst maintaining high standards of quality assurance
• Build successful relationships with both our suppliers and partners
• Drive innovation within the team by socializing your ideas about process and service improvements
• 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 YOU MIGHT BRING TO THE TABLE:

You don't need to tick all the boxes to apply for this role. Whether it's your first role or your fifth role, we believe everyone can add value, learn, and grow. However, these might be some of the ways you are currently adding value:
• Experience working in a customer or patient-facing environment
• Superb verbal and written communication skills to share updates with patients and other medical staff
• Strong analytical thinking and the ability to handle multiple tasks concurrently
• High level of empathy
• Incredibly motivated and driven individual with a proactive and self-starter mindset
• Proven ability to achieve and exceed individual and team targets
• Previous start-up experience is a plus

HOW WE WILL INTERVIEW YOU:

We keep our interview process short and sweet, and we're a nimble team that can progress at pace. Here are the stages you can expect, but we might switch up the order of each step depending on team availability:
• Introductory call/interview with Sam, our Senior Talent Partner. This will be a video call that will last around 30 minutes
• Should it feel like there is an initial fit for all, we will invite you to a video call with the hiring manager for around 45 minutes. This is a more structured interview that will deep-dive into the role and technical needs
• All of our roles will have a small assessment stage. This might be in person, a take-home assessment or further video calls. Length varies, but we're mindful of your time and try to keep it as simple as possible
• Meet the founders and/or other team members. Again, length varies depending on how many people and whether in person or via video call
• Offer!

DIVERSITY AT SCAN.COM

Scan.com is committed to eliminating discrimination and encouraging diversity within our team. We strive to provide equality and fairness for all job applicants and employees and never discriminate on the basis of gender, marital status, age, race, ethnicity, religion, or physical differences.

We are opposed to all forms of unlawful treatment and discrimination.

Our ambition is for our team and its Board to be representative of the diversity in society, and for every employee to feel respected and able to bring their best selves to work.

We look forward to receiving your application!