Customer Service Coordinator

7 months ago


Stockport, United Kingdom BioTalent Full time

**Job Title**: Customer Services Coordinator

**Location**: Cheadle, Stockport

**Working Hours**:Monday to Friday - 9.00 to 17.30, on-site

**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).

**Key Responsibilites**
- 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.

**Benefits**
- Competitive benefits
- Professional development opportunities
- High importance placed on work life balance
- Commitment to growing and developing an inclusive and diverse workforce

Look forward to hearing from you

**Salary**: £9,620.00-£25,500.00 per year

**Benefits**:

- Company pension
- Employee discount
- On-site parking

Schedule:

- Monday to Friday

Work Location: In person



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