Patient Care Co-ordinator

2 weeks ago

Bristol, Bristol, United Kingdom Open Bionics Full time

Patient Care Co-ordinator

Role Type:
Part-time, 20 hours per week

Location:
Onsite - Bristol, UK

Salary banding (dependent on experience): £23,000 to £28,000 Pro Rata DOE

Reports to:
UK Prosthetist

The Company:


We are Open Bionics, a growing start-up based in Bristol who designs, develops and manufactures beautiful bionic limbs for those with upper limb absences.

Our flagship product is the Hero Arm and with this myo-electric arm, we turn disabilities into superpowers

We have collaborated with some of the biggest brands in the world, such as Star Wars, Marvel, Twentieth Century Fox and Konami, and we have won multiple awards, including Hanger Clinics Innovation Award.

Please visit our website to find out more about us.

Our Mission & Values:

"Create and Democratise Technology that Enhances the Human Body".
Innovate - Look at the problem differently.
Empower - Making people feel better about themselves.
Be Ambitious - Think bigger.
Treat People Equally - Treat everyone with equal respect.
Be Reliable - Always deliver. On time. On budget. To specification.

Role Specification:


The Patient Care Co-ordinator will be based in our location in Bristol, UK and will be responsible for assisting patients at multiple stages in their Hero Arm journeys.

In this role, you will interact daily with prospective Hero Arm users, answering their questionsand determining their eligibility for our products.

You will guide the prospective patient toward outcomes that are applicable for their specific circumstances.

You will also work closely with our internal clinician to schedule patient consultations, and willserve as an informational resource for patients, families and clinicians.

Finally, you will assist with scheduling patient visits to our Bristol location and will assist with logístical travel plans as needed.


Role Specification

Key responsibilities include:

  • Ensure consistent response times and clear communication with UK customers.
  • Optimise the clinical calendar in the best way possible to fit the highest number of patients while maintaining excellent patient satisfaction.
  • Submit and manage sales orders.
  • Run Soft Credit Checks.
  • Ensure accurate and up to date information is recorded within the company CRM/ERP systems.
  • Be the point of contact for UK customers during their Hero Arm journey.
  • With Customer Support, ensure feedback loop systems are monitored and reported.
  • Maintain thorough and accurate records through adopting CRM best practices.
  • Assist in quarterly customer experience days to introduce prospective patients to Open Bionics.
  • Ensure patients have a fantastic experience from booking through to delivery and follow up.
  • Supporting the Sales & Business Development Manager with any company events.

Person Scorecard

Essential:

  • Polite and patient phone manners
  • Previous experience in building strong customer relations.
  • Excellent customer relationship management and practice, inclusive of documentation of customer interactions.
  • Strategic and proactive approach to customer relations. Identify new opportunities and growth initiatives.
  • Ability to build strong relationships with clients and industry contacts.
  • An analytical thinker and data driven: comfortable using data to answer client and business queries.
  • Driving strong customer value in every aspect of the role.
  • Excellent written and verbal communication skills.
  • Excellent organisation skills and ability to manage multiple demands, such as live customer cases.
  • Proactive approach to customer followup.

Desirable:

  • Qualifications in customer care.
  • Data Visualisation skills.
  • Experience working with healthcare companies.
  • Clinical network within the O&P industry.
  • Community network within the limb difference community.
  • Prior experience in startup or scale up.

Benefits:

  • 32 days' annual leave (including bank holidays) Pro rata
  • Company Pension Scheme
  • Cycle to work Scheme
  • 50% subsidised Gym/Sports membership/ exercise classes
  • Up to 50% cost covered for professional accreditations
  • Up to 5% bonus (dependent on business performance) Pro rata
  • Company Shares
  • Free Tea & Coffee
  • Culture of Team socials

To Apply
2) Write a Covering Letter explaining why you are suitable for the role. You must address the person's scorecard criteria and detail why you want to work for Open Bionics.
3) Upload your CV which evidences the technical aspects of your knowledge, skills and experience.

Please ensure that you pay close attention to the person scorecard and demonstrate within your covering letter how you meet this criteria.

Please note that both of the above must be provided in order to be considered for the post. Interviews are likely to take place virtually.

Other Information
Open Bionics is an Equal Opportunities employer. If you are disabled and require any reasonable adjustments, please contact us.
If you are successful, you will be expected to provide proof of your right to work in the UK.
This vacancy is being advertised by Webrecruit. The services advertised by Webrecruit are those of an Employment Agency.

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