Patient Support Coordinator

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Manage inbound and outbound calls, as well as resolution cases for the designated patient group.

• Address patient inquiries with professionalism and escalate more complex issues or complaints to the Team Lead.

• Actively engage with patients to ensure continuity of care and enhance patient satisfaction.

• Provide consistent responses across phone calls, emails, and live chat platforms.

• Offer administrative support to doctors, nurses, and healthcare personnel between the clinic and pharmacy.

• Assist with inquiries related to subscriptions and prescription payments.

• Schedule and confirm appointments while collaborating with healthcare professionals.

• Oversee the complete complaints process for the Resolutions cohort, including acknowledgment, investigation, resolution, and documentation.

• Accurately record patient interactions in scheduling systems.

• Adhere to standardized workflows, operating procedures, compliance processes, and governance requirements.

• Achieve targets related to cohort calls, engagement, or case handling.

• Recognize common patient concerns and relay feedback to the Team Lead.

• Engage in training sessions and participate in regular audits.

⛳️ Requirements

• Experience in a dynamic, patient-oriented contact center environment.

• Exceptional empathy skills.

• Strong attention to detail.

• Capability to thrive in a fast-paced digital setting.

• Ability to take initiative in the role.

• Compliance with UK healthcare regulations, including CQC standards, GDPR, and ICO requirements where applicable.

• Commitment to confidentiality, safeguarding, patient safety, auditing, quality assurance, and governance processes.

• Willingness to participate in an informal remote meeting and complete a written test during the application process.

🏝️ Benefits

• Flexible working arrangements.

• Tailored training and development opportunities.

• Private health insurance coverage.

• Employee Assistance Programs.

• Access to employee perks.

• Releaf staff patient benefits.

• Reasonable adjustments throughout the recruitment process.