Cally - Patient Advisor

There is pride in working for Optegra and doing the best you can. Going the extra mile and increasing the quality of service and treatments

Location: Optegra Head Office

Cally Patient Advisor1. What key tasks and responsibilities does your job involve?
The contact centre team is the start of the journey, when patients want to know more about what we offer and our job is to speak to them and understand why they want treatment. We are contacted following marketing and adverts and go the extra mile for patients to understand whether they are suitable to come in for a consultation. I have contact with all hospitals and deal with calls and email enquiries from patients and potential patients, and follow up brochure requests. I spend time to build rapport with and understand them.

2. What do you enjoy most about your job?
The people I work with, helping the patients to see what the end result can look like and remind them why they are doing it. I like to know about all our products and treatments so I can help them more. I do get to meet some of the patients – there was one who asked for me and I got to meet her and see the end result. I won one of our “Shared Values” awards last year which was partly down to the way I had worked with her. We are recognised if we do well.

3. What do you enjoy about working for Optegra in general?
The immediate team. Head Office colleagues are involved in what the hospitals are doing e.g. marketing campaigns. Our Managing Director is always really approachable too.

4. How would you describe the working culture at Optegra?
There is pride in working for Optegra and doing the best you can. Going the extra mile and increasing the quality of service and treatments. We are caring and customer focused and we want to make the whole experience of dealing with Optegra better than anywhere else.

5. What, if anything, positively differentiates Optegra as an employer from other places you have worked previously?
The HR side – we have appraisals, regular feedback, talent management – we get to know what we do well and what we can improve on. The Managing Director is passionate and motivates us. There is enthusiasm and openness from employees and our MD.

6. What has surprised you most about Optegra since you joined?
Clarivu! I did not know this could treat long and short sightedness, I didn’t think it was possible and had never heard of anything like it.

I started part time and am now full time. Coming to work here was life-changing for me – I wake up every morning and I don’t even think “I don’t want to go to work today” – I don’t get days like that working here.

7. How would you describe your team and colleagues where you work?
Positive, approachable and good team working. If you do well, our team and the whole company benefits. There is banter with people in other hospitals and we have good relationships with staff there too.

8. What are you most proud of about what you do at Optegra?
The surgeons here are some of the best in their field with a high reputation – and they want to work for/with us.

Helping potential patients to decide on treatment that can hopefully improve their quality of life and, to be able to re-assure them and give them the information they need. Even if they don’t become a patient now, I have still helped them.

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