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

Are you passionate about delivering exceptional customer experiences and making a meaningful impact in the healthcare industry? Do you thrive in fast-paced, dynamic environments where no two days are the same? If so, we invite you to join blithequark, the UK's largest medical imaging platform, as a Customer Experience Associate. At blithequark, we're revolutionizing the way patients and clinicians access diagnostics. Our innovative marketplace empowers patients to book scans on their own terms, while our referral portal gives clinicians admin-free access to imaging nationwide. As a Customer Experience Associate, you'll be the external face of our company, working closely with patients, referrers, and imaging sites to ensure seamless and efficient service delivery. **About blithequark** blithequark is a digital health scale-up that's making waves in the industry. With a total of $60m in VC funding, we've reached profitability and are poised for rapid growth, with a projected 300% increase in 2024. Our commitment to innovation and customer satisfaction has earned us a reputation as a leader in medical imaging. As a member of our team, you'll be part of a dynamic and supportive environment that encourages growth, learning, and collaboration. **The Role** As a Customer Experience Associate, you'll be responsible for delivering exceptional patient experiences across all communication channels, including calls, live chats, and emails. You'll work closely with internal and external teams to ensure seamless service delivery, resolve operational challenges, and drive innovation within the team. Your key responsibilities will include: * Managing customer experience through the end-to-end pathway, from booking to completion of the scan * Delivering a great experience across all communication channels * Working with wider blithequark business to ensure customers receive the best possible experience during each interaction * Problem-solving when issues arise and escalating where necessary to resolve customer queries promptly * Working closely with external image centres and referrers to resolve operational challenges and drive a positive customer journey * Achieving SLAs to ensure customer wait times are kept to a minimum and maintaining high standards of Quality Assurance * Adoption of new operational processes and championing innovation within the team **The 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** While we're open to candidates from all backgrounds, we're looking for individuals with: * 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: * Introductory call/interview with Sam, our Senior Talent Partner * Video call with the hiring manager for a more structured interview * Small assessment stage (in person, take-home assessment, or further video calls) * Meet the founders and/or other team members **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. **What We Offer** As a Customer Experience Associate at blithequark, you'll enjoy: * A competitive salary and benefits package * Opportunities for professional growth and development * A dynamic and supportive work environment * Flexible working arrangements, including remote work options * A chance to make a meaningful impact in the healthcare industry **How to Apply** If you're passionate about delivering exceptional customer experiences and making a difference in the healthcare industry, we invite you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss further. Apply Job! Apply for this job