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Patient Experience Lead
2 weeks ago
**About Us**: At Phoenix Group we are committed to excellence and dedicated to our customers’ needs. We deliver health, every day, all day. We are undergoing major strategic change as we reposition ourselves in the market place. Our new Distance Selling Pharmacy, Numark Digital, is a pivotal part of the future strategy as we look to further build the link between digital and community pharmacy,** **enabling our customers to enjoy the convenience of online with the personal service that are provided through our pharmacy and member network. This is an opportunity for a Patient Experience Team Leader to join the team. **About The Opportunity**: As a key member of the Pharmacy Operational team, this role is both involved in the day to day operational activities of the pharmacy, taking the lead in delivering our patient experience and ensuring all queries are appropriately handled, managed and resolved, along with acting as a bridge to the Digital Product Team by supporting and shaping our approach to customer service. You willlead and manage the Trust Pilot account and customer feedback of the DSP and be able understand the detail level of how Pharmacy Systems interact with each other in other to problem solve, find solutions and communicate with customers appropriately. You will have overall responsibility for all social media accounts for the DSP including Trust Pilot and Facebook and ensuring that the rating and communication remains positive and will provide weekly analysis on KPI’s for the DSP as defined by Superintendent Pharmacist. You will provide the interactive ‘face of the Pharmacy’. **Who We Want**: You will bring the following skills and experience: - Managing the Patient Experience Team collegaues - Using web messengers to communicate with our digital customers, dealing with queries or questions in a timely, professional and appropriate manner - Being the key triage point for inbound patient messages, and ensuring the right teams are acting on customers queries or feedback - Proactively manage the “Hey Pharmacist” TrustPilot account including root caue analysis of negative reviews and proactive management to maintain a score > 4.5 - Act as a SME for PUI and MUI for 3rd party queries. - Providing weekly and monthly insight reporting to the performace of the Team and the wider DSP operation - Using pharmacy experience to highlight potential risks (for example patient safety incidents or issues with the potential to escalate into pharmacy complaints) - Using reports and BI from the messenger systems to work with the Product Owners to highlight key themes of issues or feedback - Where appropriate contacting GPs to chase up orders or queries - Proactively managing the Trustpilot site for the DSP, reviewing trends in feedback and recommending product improvements - Receiving and collecting prescriptions following the SOPs as required by the GPhC - Assembling and labelling medicines with the full description of contents etc. as laid down in the SOPs. Maintaining accurate and legal patient records - Ensuring maximum profit gained through proper endorsing and product selection - Carrying out any administration as required such as filing, end of month prescription paperwork and services claims - Ordering dispensary stock, checking and accepting deliveries and updating stock control system. Stocking shelves, stock rotation, date checking In return for your stellar efforts we can offer; - A competitive remuneration package - A fantastic working environment - Opportunity to work flexibly - An employee discount scheme This is a great time to join us and to make your mark with a new and expanding team. Our journey is just starting and we’d like you to be a part of it. **INDPMS
