Customer Excellence Query Resolution Officer

SUMMARY OF ROLE

To support all our Healthcare Professionals with our internal payment queries to ensure they are paid on time and efficiently.
Working with our internal and external Customers to clear up and chase any outstanding issues to prevent the processing and releasing of timesheet against all our payment methods.

RESPONSIBILITIES

• To proactively work through all outstanding add shifts on Clarity which are booked on the bank System to ensure our Healthcare Professionals are paid without any delay
  
  


• Supporting and amend the Shift timings, Rates, wards and Hospitals


• Changing Payment method from Umbrella to PAYE and vice versa based on the request raised.


• Adding Missing Shifts (past dated)


• Doctor s Extensions, to add past and future dated shifts, amend rates, hospital, wards and timings as per the requests


• Working through internal inboxes to pick up and close queries in relations to our payment methods and keep it clear at all given time.


• Resolving queries by taking ownership whilst ensuring our internal SLAs maintained.


• Work on Clarity Inbox to resolve payment issues


• Work on PRT inboxes to resolve DRs payment issues


• Adding Expenses on the shifts


• Communicate clearly and effectively within the team to ensure tasks are completed on time without error


• Adjusting the rates as per the special rates shared time to time by the account managers or Agencies


• Identifying Retrospective shifts that need to be worked upon and communicated to right parties


• Payroll Calls and queries to be answered and resolved

REQUIREMENTS

• Excellent English, written and verbal, communication skills are essential.


• Previous work experience in a customer facing role would be highly desirable with evidence of having worked on the phone and/or managing administration and queries.


• Previous experience using CRM, Microsoft Office and Adobe Acrobat Reader is desirable.

Perks & Benefits

• UK Shift (WFO), 5 Days working


• PF and Mediclaim


• Transport (Upto 20 KMs)


• Incentives