Patient Relationship Co-ordinator

**JOB DESCRIPTION**

**POST**

Patient Relationship Co-ordinator

**REF**

RRC-BioPN

**CONTRACT**

Permanent

Full Time

**REPORTS TO**

Line Manger - TBC

**ROLE PURPOSE / SUMMARY**

The post holder will be managing administrative tasks associated with the BioGrad Limited activities. Based out of our Wavertree office this role will be responsible for maintaining strict controls over daily tasks that will include manning the patient hotline, appointment bookings, amendments and cancellations, in bound & outbound sample management and overall customer satisfaction.

**ROLE SPECIFIC RESPONSIBILITIES**

**1 Clinical Administration**

Inline with company processes screen clinic calls, take messages and ensure calls are directed to the correct person where appropriate

Confirm clinic appointments to clients in accordance with set guidelines and ensure accuracy and security of personal details in accordance with GDPR

Ensure that all clients are happy and satisfied by maintaining high standards of customer service both verbally and in written communication

Manage and maintain the CRM system with up to date accurate data and utilise appropriate systems for payments and refund

Support Operations Manager - Clinical Services to ensure screening clinics are running smoothly and are fully stocked on a regular basis

Coordinate logistics support for BioGrad Screening clinics and monitor sample collection and arrival into the laboratory on a daily basis

Assist the clinical services team with any additional tasks within the administrative role. Have a clear understanding of the roles tasks in line with BioGrad accreditation body’s standards and requirements

**2 Postal & Courier Services**

Keep up to date with postal requirements as specified by UN 3373 regulating category B biological samples

Prepare and maintain a daily stock of personal testing samples to be dispatched upon order

Engage with and maintain close relationships with key organisations such as pharmacies sending large quantities of samples to the laboratory

Daily input into the CRM of samples received in line with company processes and timely delivery to the lab teams

Accurate use of inbound and outbound postal and courier services inline with company processes

**3 Daily Clinic Reception**

Ensure high standards of customer service for all clients arriving and accurate, secure recording of personal details in accordance with GDPR

Coordination with the duty medical staff for smoothly operating clinic

Maintain stock levels of all PPE and testing equipment

Record and send results for tests as appropriate in line with company processes

Ensure samples are delivered safely and securely to the laboratory team at the end of each clinic

**PERSON SPECIFICATION**

**Patient Relationship Co-ordinator**

**COMPETENCY CRITERIA**

**ESSENTIAL/DESIRABLE**

**ASSESSMENT**

**Qualifications, Training & Knowledge**

**Essential**

A minimum of 2 GSCE’s at grade 4 or above (or equivalent) including Maths & English

**Experience**

Previous work in an administration role, ideally in a clinical environment

**Skills & Behaviours**

Excellent communication skills (written and verbal)

Professional and friendly manner with well-developed team working skills

Punctuality and smart appearance

**Desirable**

Proficient with cloud-based CRM systems and knowledge of professional software

**Circumstances**

Full-time (35 hours) 08.00 - 16.00/09.30 - 17.30 including some weekends

The salary meets the requirements of NMW and will increase to £23,000 after successful completion of probationary period

**Desirable**

The post requires a flexible approach and willingness to undertake occasional out-of-hours work as part of full-time hours

**Job Types**: Full-time, Permanent

Pay: £13,631.80-£23,000.00 per year

**Benefits**:

- Company pension
- Free parking
- On-site parking

Schedule:

- Day shift
- Monday to Friday
- Weekend availability

Ability to commute/relocate:

- Liverpool, L13 1HN: reliably commute or plan to relocate before starting work (required)

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- Clinical Administration: 1 year (preferred)

Work Location: In person

Application deadline: 23/08/2023