Patient Coordinator - Fixed Term Contract

About the job

Nutricia provides the specialised medical food and feeding equipment (pumps) for patients that have been discharged from hospital and are fed enterally (through tubes into their stomachs) at home. The Homeward Customer Services team provides support to these patients and their carers by ensuring that they have the right amount of food and equipment delivered and responds to any queries that might arise. The Homeward team also liaise with healthcare professionals and internal colleagues such as our Homeward nurse to ensure our patients are well cared for.

The key responsibilities of a Customer Service Advisor are:

• To consistently deliver a high quality level of customer service to patients and healthcare professionals over the telephone and via email.

• To ensure patient expectations are met in a timely and efficient manner in accordance with the contractual commitments.

• Care call activity

  • Carry out patient care calls as required and indicated by the system as per Standard Operating Procedure (SOP)

  • Record all action / activity taken on the system for audit purposes

  • Ensure that all appropriate action is taken in line with SOP regarding Pump & Prescription Management

  • When a new service is launched where appropriate discuss with your patient

• Communication

  • Proactively manage ongoing relationships with internal & external customers

  • Strive for one call resolution

  • Proactively advise Line Manager/Cluster group of any contract specific or patient specific concerns

  • Demonstrate empathy whilst speaking to patients using the Care Call model

• Database Management

  • Ensure database is updated at time of any activity so that database contains ‘real time’ accurate information

• Customer Complaints/Suggestions

  • Seek resolution of patient complaints and issues in line with the Complaints and Compliments SOP

  • Escalate complaints when no alternative solutions are available

About you

Main Challenges

• The candidate must be comfortable working on their own initiative but with an awareness of when to escalate issues.

• They must be flexible within the Customer Service arena and be willing to diversify where required.

• They must exhibit excellent communication skills in order to effectively interact with potentially vulnerable patients as well as Health Care Professionals and Key Opinion Leaders.

Role Holder Skills & Experience Required

• Customer Service experience

• Ability to work under pressure and prioritise workload

• Excellent telephone manner

• Keyboard and IT literate

• Ability to work well in fast paced environment

• Demonstrable ability to deliver results under pressure in a culture of change

• Strong team player with a flexible approach

• Able to demonstrate a caring and empathic nature

About us

What we offer:

• Competitive salary

• Company Bonus

• Fantastic flexible benefits

• Free parking

• Danone product vouchers

What's next?

Please apply below and we will be in touch soon!