Patient Care Coordinator

**Patient Care Coordinator, for a rapidly growing dynamic healthcare company**

**RefluxUK.**

RefluxUK is a highly dynamic, innovative and disruptive healthcare company. We exclusively provide services to people suffering with symptoms thought to be caused by problems with the stomach and oesophagus. There are literally millions of people who regularly experience sometimes debilitating symptoms looking for assistance with diagnosis and treatment and we aim to help them. We work with experts in their fields and offer the most UpToDate diagnostic and treatment options.

We are now looking to recruit a new member of our patient care coordinator team contact.
They will be responsible for handling patient contacts and navigating their journey through our care pathways. They will have experience of managing customers ideally but not necessarily in a healthcare environment. They may have a clinical background, but this is not essential. They may have worked in customer service and have experience of a sales environment or have an exclusively clinal background and want a change. They will have good communication skills. From whatever sector they come they will be able to demonstrate that they have offered first class customer/patient service. They will be capable of and want to become an expert in all thing’s “reflux”.

**Qualifications**
- Previous Patient Care Co Ordinator experience: 1 year (required)
- Health related sales: 1 year (preferred)
- Previous experience with a CRM: 1 year (required)

**Benefit**

**Casual dress**
**Flexitime**
**On-site parking**
**Bonus scheme**

**Salary**
Competitive salary dependent on experience
**Job type**

**Hours**:Full time (in-office)

**Location**:Withyham, near Tunbridge Wells (onsite parking provided)

**Purpose**:

- Be an effective team member with first class communication skills, both verbal and written, to ensure an excellent service is delivered to our customers, consultants, and hospitals.
- To provide first class customer service and support to patients and suppliers of

RefluxUK Limited by developing an integrated and efficient customer support function, which optimises the company’s investment in Salesforce.
- To assist in administrating the smooth running of the office on a day-to-day basis; tasks including facilities management, IT and telecoms co coordination and reporting issues/suggesting improvements.
- To deliver budgeted revenue sales targets through providing a timely and efficient response to enquirers and patients.
- To implement and follow processes to ensure a seamless customer service experience.
- To work collaboratively with the marketing team to grow the customer base and improve the customer experience using data derived from marketing and sales analytics.

**Responsibilities & Key Functions**
- Both personally and collaboratively with your colleagues in the Patient Care

Coordinator team, manage enquiries from new and existing patients in a timely and effective way to convert enquiries into bookings and deliver budgeted sales targets.
- Speak to customers and patients directly as part of the Patient Care Coordinator team to answer questions and book patients in for consultations on behalf of the company. Demonstrate the ability to communicate calmy and compassionately.
- Maintain GDPR compliance.
- As a member of the RefluxUK team, act as a champion of the company’s vision and values.
- Support the Directors in maintaining the RefluxUK Centre service.
- Achieve customer service objectives by contributing customer service information and recommendations to your manager and help implement change when required.
- With input from senior management, maintain terms and conditions in line with service requirements and best practice.
- Manage patient files including the meticulous upkeep of patient notes, overseeing appointments, surgery dates and all other administrative tasks associated with patients and that they are booked promptly and efficiently.
- Provide support to clinical team by highlighting booking issues that could impact the smooth and timely management of bookings.
- Delivery of post operative clinical pathways, including routine post op questionnaires and registries.
- Work with your colleagues to ensure that RefluxUK policies and processes are followed for compliance with relevant legal and regulatory requirements, specifically

CQC and data protection guidelines.
- Work closely with your colleagues in Patient Care Coordinator team and the Head of clinical Services to organise and communicate the clinic diary to ensure service standards are met.
- Provide the first point of contact for IT and telecoms, Facilities/Office related matters, e.g. building maintenance, office supplies, IT or printer issues etc

**Benefits**:

- Company pension
- Flexitime
- Free parking
- On-site parking

Schedule:

- Flexitime
- Monday to Friday

Supplemental pay types:

- Bonus scheme

**Experience**:

- Customer service: 1 year (preferred)