Customer Service Coordinator

1 month ago

St Albans, United Kingdom BAXTER Full time

**This is where you save and sustain lives**

At Baxter, we are deeply connected by our mission. No matter your role at Baxter, your work makes a positive impact on people around the world. You'll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients.

Baxter's products and therapies are found in almost every hospital worldwide, in clinics and in the home. For over 85 years, we have pioneered significant medical innovations that transform healthcare.

Together, we create a place where we are happy, successful and inspire each other. This is where you can do your best work.

Join us at the intersection of saving and sustaining lives—where your purpose accelerates our mission.

**Summary**

This role will coordinate the prescription management process, patient stock levels for medical & ancillary products, process orders for delivery to home patients, and undertake patient account management in line with standard operating procedures, service specifications and operational KPIs (under the supervision & direction of the Responsible Pharmacist).

Monday to Friday - 9:00 to 17:30 (with some flexibility)

**Key Accountabilities**
- Activate new patients onto the service and coordinating the installation delivery in line with customer requirements.
- Accurately enter prescriptions and the directions on the Patient Management System
- Process patient orders (including charge orders) accurately on the Patient Management System as directed by the patient’s prescription
- Organise collections and process sales returns within the allocated timeframes.
- Manage the administration (e.g. tracking, filing, requesting, archiving) of physical & electronic pharmacy records including patient prescriptions in an accurate and timely manner.
- Report and escalate system inaccuracies to the Customer Service & Patient Services Supervisor.
- Liaise with third-party partners (e.g. transport, nursing, technical services) to facilitate and deliver patient treatments
- Coordinate the back-order management process including communicating with patients & pharmacists, liaising with third-party partners and updating the system.
- Support the resolution of customer invoice queries to enable payment of services provided.
- Record patient complaints and incidents immediately on the Complaint Management System and investigate where appropriate.
- Escalate clinical queries and patient safety incidents to the Responsible Pharmacist within the defined timeframes as per the Communications Standard Operating Procedure.

**Education and Experience**
- Successful experience in customer service or patient-centric roles
- Successful experience is using customer relationship management systems
- Previous experience of working in a pharmacy/healthcare setting would be advantageous
- Previous experience of demonstrating strong administration skills in high volumes
- Strong verbal and written communications skills (e.g. professional telephone manner)
- High attention to detail
- Good IT proficiency (including Microsoft Office)
- Strong organisational & prioritisation skills in a demanding environment
- Process-driven
- Dispensing Assistant Qualification or equivalent (minimum of Regulated Qualifications Framework Level 2 as defined in GPhC guidance), preferential but not essential.

**What are some of the benefits of working at Baxter?**
- £25,000 base salary, plus competitive benefits
- Professional development opportunities
- High importance placed on work life balance
- Commitment to growing and developing an inclusive and diverse workforce

IND-UKOPS

**Reasonable Accommodations**

**Recruitment Fraud Notice**

Baxter has discovered incidents of employment scams, where fraudulent parties pose as Baxter employees, recruiters, or other agents, and engage with online job seekers in an attempt to steal personal and/or financial information. To learn how you can protect yourself, review our Recruitment Fraud Notice.

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