**Experienced Customer Experience Associate – Delivering Exceptional Patient Experience in a Rapidly Growing Digital Health Scale-up**

We are blithequark, a pioneering digital health scale-up that is revolutionizing the way patients and clinicians access diagnostics. As the UK's largest medical imaging platform, we are committed to simplifying the diagnostic process, speeding up time to treatment, and improving healthcare outcomes. We are now seeking an experienced Customer Experience Associate to join our team and play a vital role in delivering exceptional patient experience in a rapidly growing and innovative environment. **About blithequark** blithequark is a dynamic and ambitious organization that is transforming the digital health landscape. 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 have raised a total of $60m in VC funding, reached profitability, and are geared up to grow over 300% in 2024. Our team is passionate about delivering exceptional patient experience, and we are committed to fostering a culture of innovation, collaboration, and continuous learning. **The Role** As a Customer Experience Associate, you will be the external face of blithequark, dealing with patient enquiries, working with referrers, contacting imaging sites to assist with scheduling, and ensuring we deliver our services both efficiently and excellently. You will be passionate about providing an amazing service, and you will work cross-functionally with internal and external teams to contribute to team success. You will report to the Operations Coordinator to help drive amazing patient experience across the business. **Key Responsibilities** * Manage customer experience through the end-to-end pathway, from booking to completion of the scan and everything in between * Deliver a great experience across all communication channels, including calls, live chats, and emails with our customers * Work with wider blithequark business to ensure our customers receive the best possible experience during each interaction * Problem-solve when issues arise and escalate where necessary to resolve customer queries promptly * Work closely with external image centres and referrers to resolve operational challenges and drive a positive customer journey * Achieve SLAs to ensure customer wait times are kept to a minimum and maintain a high standard of Quality Assurance * Adopt new operational processes and champion innovation within the team **Top 5 Things We Want You to Achieve in Your First Year** * Deliver excellent customer service while 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** * 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 **Our Interview Process** We keep our interview process short and sweet, and we are 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 are 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 blithequark** blithequark 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. **What We Offer** * Competitive salary * Opportunity to work in a rapidly growing and innovative digital health scale-up * Collaborative and dynamic work environment * Professional development and growth opportunities * Flexible remote working arrangements * Access to a range of benefits, including health insurance, pension scheme, and employee assistance program **How to Apply** If you are passionate about delivering exceptional patient experience and are looking for a challenging and rewarding role in a rapidly growing digital health scale-up, please apply now. We look forward to hearing from you. Apply for this job