Inbound Call Advisor

3 weeks ago

Farnborough, 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 Inbound Call Coordinator in our brand NEW team and office is central to achieving this mission.

Patient Services Coordinators have the responsibility to take patients through their journey from initial enquiry to prescription received in pharmacy and beyond (aftercare), in a proactive, compassionate and ethical manner; ensuring that the patients have received the best level of care.

Without the best talent, we cannot help our customers reduce their suffering and live better-quality lives.

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

**Contract basis**: Full Time employment, Contracted hours 9.00-5.30pm.

This role is a hybrid role, with 4 days working from our Farnborough office and 1 day at home.

**Patient Services Coordinators liaise with;**

Patients, pharmacy staff, GP surgeries, 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
- 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
- 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
- Experience of working in call centre setting is essential
- 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

Supplemental pay types:

- Bonus scheme

Ability to commute/relocate:

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

**Experience**:

- Customer Service: 2 years (required)
- Inbound Calling: 2 years (required)
- CRM (Zendesk): 2 years (preferred)

Work Location: In person

Application deadline: 28/08/2023

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