Appointment Centre Scheduling Executive

Job description

The Affidea Group is one of the most successful European healthcare diagnostics imaging company. We have 400 staff within our Irish clinics, where the business operates diagnostic imaging and minor injuries centre's around the country, offering a broad range of cutting-edge imaging technology and healthcare services to the public, insurers, employers and other organisations.

We have an exciting opportunity for a appointment centre scheduling executive to join the team based in our Letterkenny Clinic

The Appointment Centre Scheduling Executive is responsible for handling all aspects of appointment coordination, including responding to inquiries from patients and referring clinicians, managing appointments, and ensuring a seamless scheduling process. This role requires a high level of professionalism, attention to detail, and a commitment to delivering superior customer service in a healthcare environment.

Job requirements

• Provide high-quality customer service via phone and written communication.

• Accurately log and manage all incoming queries in line with company procedures.

• Effectively handle and resolve patient and clinician queries, ensuring timely follow-up and resolution within defined timeframes.

• Take full ownership of queries, ensuring a satisfactory outcome for all parties.

• Strive for high first-call resolution rates and escalate unresolved issues as necessary.

• Input and update scheduling information accurately in internal systems, maintaining a high level of data integrity.

• Make outbound calls to confirm appointments with patients and referring clinicians.

• Manage complaints professionally in accordance with company guidelines.

• Maintain open communication with team leads and actively participate in team meetings and planning sessions.

• Collaborate with colleagues in a courteous and professional manner.

• Monitor query trends and proactively suggest improvements to FAQs or internal processes.

• Report any recurring issues or inefficiencies to the team lead for review.

• Perform other administrative duties as assigned by management.

Qualifications & Experience

Required:

• Leaving Certificate or equivalent qualification.

• Minimum of 1 year of experience in an administrative or customer service role.

• Fluent in written and spoken English.

• Strong attention to detail and commitment to accuracy.

• Proficient in call handling and customer service delivery.

• Computer literacy with data entry experience.

Desirable:

• Prior experience using RIS / PACS systems.

• Previous experience in a healthcare or appointment scheduling environment.