About the job
•Delivering outstanding levels of patient care and service.
•Receiving and recording patient payments and enquiries accurately, quickly and efficiently via phone or email.
•Transcribing prescriptions accurately and completing the data entry into the management system without omission or error.
•Collecting payment for medications prescribed to customers.
•Referring pharmaceutical queries to the pharmacists and clinical queries to the appropriate doctor when necessary.
•Remaining up to date with all communications and keeping patients informed with updates to policies and pricing.
•Taking on additional day to day activities that may be required within the scope of the role to deliver a first-class patient experience.
•Handle all interactions with patients and customers in a professional, calm and helpful manner.
•At all times, maintain confidentiality, including personal, medical (patient and customers) and financial information.
Set yourself apart
• Experience dealing with patients/customers and consistently delivering a premium service that exceeds their expectations
• A genuine commitment and passion for delivering outstanding levels of patient care and customer service.
• A track record of working in a busy working environment and dealing with a high volume of patient/customer enquiries and calls.
• Highly organised, methodical and efficient with an excellent eye for detail.
• A calm, professional and warm telephone manner.
• Diplomacy, gravitas and a calm sense of assurance, particularly under pressure.
• First-class communication, teamwork and relationship building skills.
• Be self-motivated and results oriented, with a drive to succeed.
• Self-disciplined and able to work in a hybrid way without close supervision.
• Monthly patient and prescriber satisfaction levels and Net Promoter Score (NPS).
• Inbound phone performance KPIs – no. of calls answered, call waiting times, length of calls.
• Email response KPI’s – time taken to resolve and no. of emails dealt with.
• Low number of patient complaints.
• Customer feedback received via email, telephone or internet.