Client Communication Co-ordinator

5 months ago

Swaffham, United Kingdom NSHI Ltd Full time

Fixed Term Contract - 12 months (maternity cover)

As a leading supplier of specialist nursing services to both the NHS and Pharmaceutical sector, our teams have helped to support patients in over 6,500 practices and 25 Hospital Trusts. Bring your expertise, skills and experience to help us deliver first-class healthcare services.

**Practice Support Service (Appointment booking)**

Accurately and securely deliver the PSS within NSHI’s services through contacting patients by telephone, to encourage them to attend for clinical review in line with practice request.

This will involve contacting patients who have failed to either respond to their invitation letter (DNR) or have failed to attend a booked review appointment (DNA).

This activity will help practices improve the % of patients attending the review clinics and allow their individual care to be optimised in line with the relevant national disease and/or locality guidelines. This intervention may ultimately lead to improved patient outcomes and reduced budgetary spend for NHS localities.

**Practice Support Service (Remote Review Services)**

Supporting NSHI’s remote review services through the accurate and secure management of the required Calling Lists, Data Capture Sheets, Clinical Consultation Sheets, Summary Reports and Practice Reports.

Both activities require all PID to be kept secure at all times and the team to adhere to all SOPs and process in place.

**Key Roles and Responsibilities**
- Increase the % of patients who attend NSHI nurse led clinics
- Deliver an agreed script to patients to encourage their attendance at clinic
- Capture key data to assess metrics in relation to call volume, volume of calls per patient, the success rate, time of calls, duration of calls to establish most effective model and contact strategy
- Provide patients who request a clinical review, a convenient clinic slot, having co-ordinated clinic availability with the NSHI nurse team for individual practices
- Work on projects autonomously as dictated by the business
- Deliver a flexible and adaptable service which meets local customer/client needs
- Support NSHI’s remote review services through the accurate and timely implementation of all SOPS
- Support the ongoing work of Client Communication Centre including scheduling services, diary dates, summary sheets and completion of documentation
- Work on additional projects as dictated by the business

**Relevant Experience**
- Educated to A-level or equivalent
- Ability to work on your own or as part of a team
- Computer literate with Microsoft Word/Excel/Outlook
- High attention to detail
- Ability to follow processes / workflows
- Competent and professional telephone manner

**Key Competencies**
- Understanding of the Pharmaceutical Industry
- Good presentation skills
- Good organisation and planning/prioritising skills
- Excellent communication skills, both written and verbal
- Good team player and cross functional worker
- Problem solver
- Can work under own initiative
- Motivated and committed to the role
- Smart and professional appearance
- Sound interpersonal skills
- Acts with integrity and as a credible ambassador for NSHI, ensuring effective delivery of customer service, quality standards and targets through team working
- Adjust quickly to changing circumstances, communicating effectively, contributing constructively and remaining focused under pressure
- Customer focused
- Maintain knowledge and understanding of the ABPI Code of Practice
- Adjust quickly to changing circumstances, contributing constructively, and remaining focused
- Willing to undertake any duties within capability, as and when required
- Undertake any training needs which have been identified by self or others to improve knowledge and understanding to support continuous development within the role

Competitive Salary

25 days annual leave (plus bank holidays)

**Job Type**: Fixed term contract
Contract length: 12 months

**Benefits**:

- Company events
- Free parking
- Health & wellbeing programme
- Store discount

Schedule:

- Monday to Friday

Work Location: Hybrid remote in Swaffham

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