Outbound Patient Co-ordinator

7 days ago

Farnborough, Hampshire, United Kingdom LYPHE Group Full time

At Lyphe we are on a mission to improve the life of people with unmet medical needs and the role of Outbound Patient Coordinator in our brand NEW team and office is central to achieving this mission.

Outbound Patient Coordinators have the responsibility this role is the first point of contact for any prospective patient.

The purpose of the role is to explain the patient journey and what to expect; then book the patient in for the next part in the process.

Without the best talent, we cannot help our patients reduce their suffering and live better-quality lives. This role is the first point of contact for any prospective patient.

This is an opportunity to join an brand new team in our Farnborough office.

Contract basis:
Full Time employment, Contracted hours pm.

Outbound Patient Coordinators liaise with;
Patients, patient's carers, patients NOKs, authorities representing patients (police/solicitors/prison officials etc.), resolutions team, clinical aftercare team (CAT), consultants, prescriptions.

Key responsibilities:

The job holder will do all things within their skill and ability; specific examples are (but not limited to):

  • Act as a first point of contact for all patient queries and communication, answering with excellent customer approach, care and manner
  • Maintain thorough and accurate records of all patient data and prescription information, inclusive of notes being added on all platforms in a timely manner
  • To proactively communicate with patients at any stage to provide information and updates about any given situation
  • To convert prospective patients to booked patients, prioritizing incoming calls
  • To be responsible to keep up to date with process changes and procedures to avoid errors that may affect our patients
  • To be responsible for ensuring that GDPR regulations are adhered to at all times
  • To deliver to the Service Level Agreement (SLA), prioritizing incoming calls
  • Support colleagues with outstanding tasks and being flexible and adaptable at any given time
  • Always maintains a professional conduct, remaining calm and in control
  • Prioritise and manage your work schedule independently
  • To escalate any safeguarding concerns immediately and without delay whilst on Follow ups or Repeats
  • To take responsibility in reporting errors; focusing on delivering quality at all times
  • To be responsible for own performance and achieving personal objectives set

Personal Specification

Qualifications:

  • No formal qualifications are required
Experience

  • Experience of working in call centre setting is essential
  • Outbound and sales experience (100 calls a day)
  • Proficient in Microsoft Suite including Word, Outlook, PowerPoint, Excel
  • Experienced in handling confidential information
  • Experience of working in a sales environment or private healthcare setting is also desirable.
Qualities

  • Excellent communication skills, both written and spoken
  • Strong relationship management, able to problem solving and find solutions for patients.
  • Great attention to detail, organisation and time management skills
  • Flexible, adaptable and resilient with the ability to remain calm and confident, supporting others as needed in challenges are faced.

Job Types:
Full-time, Permanent

Benefits:

  • Additional leave
  • Health & wellbeing programme
  • Private medical insurance

Schedule:

  • Monday to Friday
  • No weekends

Ability to commute/relocate:

  • Farnborough: reliably commute or plan to relocate before starting work (preferred)

Experience:

Outbound Calling: 2 years (preferred)
Customer Service: 2 years (required)
Medical Sales: 1 year (preferred)

Work Location:
In person

Application deadline: 14/08/2023

Expected start date: 14/08/2023

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