Patient Care Coordinator (PN)

Fresenius Kabi UK; Runcorn; On-site; GBP 23,000 - 27,000; Full time

Benefits offered by this job

Contributory Pension Scheme

Life Insurance

33 days holiday

Healthcare cashback

Bike to work scheme

Free onsite parking

Professional fees paid

Job summary

Fresenius Kabi UK in Runcorn is seeking a Patient Care Coordinator on a 12-month fixed term contract, full-time, 37.5 hours per week, Monday to Friday. You will manage Homecare delivery and support patients with guidance, ensuring professional, courteous service at all times.

Key duties include contacting patients on planned dates, coordinating orders and deliveries, liaising with hospitals and trusts, and maintaining accurate patient records with attention to safety and service quality.

Qualifications

• Customer service experience essential, phone or face-to-face.
• Excellent admin skills to ensure registrations and deactivations are accurate.
• Strong communication to handle sensitive queries and maintain service.
• Ability to work under pressure in fast-paced environments.
• Empathy toward patients and families; clear telephone communication.
• Interpersonal skills and teamwork with colleagues.
• Clear and concise telephone skills with attention to detail.
• GCSE Maths and English at grade C or above or Customer Service NVQ.

Responsibilities

• Ensuring patients are contacted on their planned call date and accurate therapy requirements.
• Liaising with the Trust to maintain patient care at all times.
• Ensuring all planned calls and orders are processed promptly on the correct day.
• Monitoring patient ordering levels to avoid under- or overstocking and maintain stock compliance.
• Arranging out-of-schedule and same-day deliveries for urgent stock.
• Liaising with patients and hospitals to reschedule deliveries and updating the distribution provider.
• Ensuring the distribution report is actioned daily.
• Handling incoming calls and emails.
• Logging queries and quality issues in the system (Ulysses).
• Ensuring Pump compliance is maintained and arranging services when due.
• Liaising with Pharmacy for prescription availability queries.

Skills

Customer service

Administration

Communication

Working under pressure

Empathy

Interpersonal skills

Telephone skills

Attention to detail

Education

GCSE Maths & English

Customer Service NVQ

Job description

Overview

Are you a personable and customer-focused individual, with previous experience in customer services?

As a Patient Care Coordinator, would be responsible for providing a Homecare delivery service to our Homecare group. Your main focus will be taking responsibility for ensuring a professional and courteous service is maintained, ensuring all patients receive support and guidance at all times.

This role will be a 12-month fixed term contract, 37.5 per hours a week Monday-Friday and based at our office in Runcorn.

Fresenius Kabi is a global healthcare company that specializes in lifesaving medicines and technologies for infusion, transfusion and clinical nutrition. The company's products and services are used to help care for critically and chronically ill patients.

Our product portfolio included a comprehensive range of IV generic drugs, infusion therapies and clinical nutrition products as well as the medical devices for administering these products.

Responsibilities

• Ensuring patients are contacted on their planned call date and ensuring the accurate processing of their therapy requirements
• Liaising with the Trust whilst responsible for ensuring the care of the patient is maintained constantly
• Ensuring all planned calls and sales orders are processed in a timely manner on the correct day
• Monitoring patient’s ordering levels, ensuring the patient is not under stocked or overstocked whilst adhering to stock compliance
• Arranging out of schedule and same day deliveries for urgent stock
• Liaising with patients and hospitals to reschedule deliveries where required and providing the Distribution provider with updates when deliveries are to be returned back to site
• Ensuring the distribution report is actioned daily
• Handling incoming calls and emails
• Logging all queries/quality issues onto Ulysses
• Ensuring Pump compliance is maintained, arranging services when due
• Liaising with Pharmacy for queries relating to prescription availability

Qualifications

• Customer service experience, either phone based or face to face is essential
• Excellent administration skills to ensure accurate information for all registrations of new patients and deactivations
• Excellent communication skills and the ability to deal with all aspects of queries, including difficult and sensitive situations
• Ability to work under pressure in a fast-paced environment
• Able to express empathy to our patients and their families or carers and understand their needs
• Interpersonal skills
• Clear and concise telephone skills and strong attention to detail
• GCSE in both Maths and English at a grade C or above (or equivalent) or a Customer Service NVQ
• Able to work co-operatively with colleagues and align your work effectively with other departments

Benefits

• No rota'd weekend working and no night shifts
• Contributory Pension Scheme (rises with service)
• Role specific tailored training and development plan
• Life Insurance (4 x salary, death in service)
• 33 days holiday (rises to 35 after 5 years service) and ability to buy/sell holidays
• Healthcare cashback scheme (including dental, optical & alternative therapies)
• Maternity, Paternity and Adoption Leave
• Professional fees paid
• Bike to work scheme
• Long Service Awards
• Employee Assistance Programme
• Free onsite parking and subsidised canteen
• Blue Light Card
• Company funded family days out

We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background create a better work environment and better products. Whatever your identity, we will give your application fair consideration.