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Patient Advisor

3 months ago

Farnborough, United Kingdom Lyphe Clinic Full time
Job description
At Lyphe we are on a mission to improve the life of people with unmet medical needs and the role of Patient Advisor is central to achieving this mission.
We are looking for a Patient Advisor on a full time basis (Monday - Friday, 09:00-17:30) to support patients through their journey from their initial enquiry to their prescription being received in pharmacy and beyond (aftercare). We pride ourselves on being proactive, compassionate and ethical; ensuring that the patients have received the best level of care at all times.
You will get the opportunity to work directly with our patients, pharmacy teams, GP surgeries, authorities representing patients, resolutions team and clinical aftercare team, our team of specialist doctors, GP's and prescribers. The opportunity to learn is endless.
Without the best talent, we cannot help our patients reduce their suffering and live better-quality lives. This is an exciting industry that truly changes people's lives for the better and provides our teams with meaningful responsibilities to really make a difference.
That's why our values are important to us, we can teach you everything you need to know regarding the industry and our processes but we need you to be passionate about:
* Delivering a best-in-class patient experience - we set the standard for outstanding service for every patient.
* Everyday resilience - we know that blazing trails in a startup industry takes superhuman strength
* Cannabis being a force for good - we believe this plant is a medicine that enables better health.
* Normalizing cannabis - we support the de-stigmatization so patients can live prejudice free lives.
* Starting with people - we put our people first, both our staff and our patients.
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 patient approach, care and manner
To take incoming and outbound telephone calls and email tickets from various stakeholder groups, following up where necessary
Complete new enquiry call backs with the aim of converting leads into new patients
Understand the importance of driving conversions and treating each lead with an ethical approach
Maintain thorough and accurate records of all patient data and prescription information, inclusive of notes being added on all platforms in a timely manner
Liaise with NHS GPs to obtain Summary Care Records on behalf of patients to ensure initial consultations are held to schedule
Process and track prescription requests to clinical staff ensuring all are returned within the 48 hour SLA, uploading and processing prescriptions to the patient's Pharmacy of choice and document on patient profile
Complete prescription spreadsheets and communicate script activity to the relevant departments.
Proactively communicate with patients at any stage to provide information and updates about any given situation
To be responsible for ensuring that GDPR regulations and other Company policies are always adhered to
Comply with CQC regulations, escalating any safeguarding concerns immediately and without delay
To take responsibility in reporting errors, focusing on delivering consistent quality.
Personal Specification
Qualifications
* No formal qualifications are required
Experience
* Proficient in Microsoft Suite including Word, Outlook, PowerPoint, Excel
* Experienced in handling confidential information
* Experience of working in a fast-paced 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.
Equal Opportunities
Lyphe is an equal opportunities employer. It is our policy not to discriminate either directly or indirectly on the grounds of race, nationality, ethnic origin, gender, marital status, pregnancy, age, disability, sexual orientation, gender reassignment, ethnicity, cultural or religious beliefs. Reasonable adjustments to the recruitment process will be made to ensure that no applicant is disadvantaged because of their disability.
Due to the number of applications received, we may choose to close the job application at any time. If you have not received a response from us within 14 days, please assume you have been unsuccessful.
Job Types: Full-time, Permanent
Pay: £25,000.00 per year
Benefits:
Additional leave
Bereavement leave
Enhanced maternity leave
Enhanced paternity leave
Health & wellbeing programme
On-site parking
Sick pay
Schedule:
Monday to Friday
No weekends