A Day in the Life of a Customer Service Advisor (CSA)
The following is an account of an average day, written by one of our Customer Service Advisors with 2 years' experience.
"What does a day in the life of a CSA involve?
In short, the CSAs are key individuals in the company, and within the hospital in which we work. We turn our contact with the patients into a positive outcome.
The site team has briefings in the morning with the Site Manager, to review the previous day's events and catch up on any new business developments that we need to be aware of. By doing this in the morning we are all kept informed and have time to ask any questions that we may have.
We divide the wards in the hospital between the team to enable us to deliver service to as many patients as possible. As the hospital is so large, and I have responsibility for a number of areas, I log into a bleeper system which allows me to be on call throughout the day.
My day progresses, making contact with patients within my area who have contacted our out-of-hours service. The time it takes to complete this depends on the number of patients requiring assistance.
Once I have completed this part of my day, I manage my own time, visiting each of the wards I am assigned to. The majority of my time is spent speaking to patients, as well as their friends and family, to let them know about the Hospedia service and answering any questions they might have. On a day-to-day basis I make contact with a large number of patients and help guide and instruct them on how to activate our systems and make the best use of our services.
We also assist patients, visitors and hospital staff with general queries. This is the part of the job I enjoy most because each customer has a different personality and you learn to adapt your interpersonal skills to suit each individual, buidling rapport. This is where my customer service experience, product knowledge and sales training really come into play.
As a team we have our objectives and performance targets displayed in the office. The key points are to stay focused, stay positive, work hard as a team and to believe in yourself, your company, your products and that you're bringing a benefit to the patients.
The two rules to remember as a CSA are
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Two days are never the same!
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Our aim is to ensure patients have every opportunity to use the Hospedia system, thereby improving patient care and reducing the burden on NHS staff