Patient Experience Coordinator

Doctor Care Anywhere; Remote; GBP 27,000; Full time

Job summary

A healthcare provider is seeking a Patient Experience Coordinator to engage with patients and resolve inquiries within a customer-centric contact center. The ideal candidate will demonstrate extensive customer service experience, strong communication skills, and the ability to meet key performance indicators. This role is predominantly remote and includes a salary of £26,393 per annum, along with various benefits such as holiday time and a company bonus.

Benefits

Company bonus for dedication

Doctor Care Anywhere subscription for employees and family

25 days holiday plus bank holidays

Qualifications

• Proven ability to meet targets in a contact centre.
• Extensive experience in customer service with a focus on satisfaction.
• Strong written and verbal communication skills, particularly over the phone.

Responsibilities

• Manage customer service inquiries via telephone and other channels.
• Support coordination of medical referrals and documentation.
• Contribute to service improvements through feedback and insights.
• Maintain detailed records of customer interactions.

Skills

Customer service experience

Strong communication skills

Problem-solving skills

Empathy

Proficiency in IT

Job description

The role: As a Patient Experience Coordinator, you will play a pivotal role in delivering our customer‑centric approach within the contact center. In this position, you will engage directly with patients, resolve customer service enquiries, and support their needs while creating a warm, welcoming experience. You will also provide assistance to patients, service partners, and clinical colleagues through various communication channels, primarily by telephone as we work towards achieving first‑contact resolution. This role offers an excellent opportunity to broaden your skill set and make a meaningful difference in the lives of our patients. If you are a confident, proactive individual who thrives in a dynamic environment and enjoys adapting to a variety of tasks and challenges, we would love to hear from you. This predominantly remote position provides flexibility, enabling you to work from the comfort of your own space. You will work 37.5 hours per week on a rolling shift pattern covering business hours from 7:00 am to 9:00 pm, including weekends. You will work five days per week, helping ensure patient needs are met promptly and efficiently.

Responsibilities

• Manage customer service inquiries related to memberships, appointments, and prescriptions via telephone and multiple communication channels.
• Provide clear guidance to customers on navigating the primary customer app and website.
• Support the coordination of medical referrals and the organisation of medical documentation.
• Work towards achieving individual and departmental targets and Key Performance Indicators (KPIs), aligned with broader business objectives and personal development goals.
• Collaborate across departments to address patient inquiries and effectively represent the Patient Experience Team.
• Contribute to service enhancements by participating in projects and providing insights to Product Development teams.
• Champion a culture of accuracy, professionalism, and excellence in all patient interactions, ensuring every touchpoint meets or exceeds DCA's standards.
• Work closely with team members to share insights and best practices, fostering continuous improvement in the patient experience.
• Maintain accurate and detailed records of customer interactions, collect feedback, and prepare meaningful reports to support informed decision‑making and service improvement.
• Promote a patient‑centred culture and uphold professional standards related to safeguarding adults, young people, and children at risk.
• Actively implement safeguarding protocols for children, young people, and vulnerable adults, including knowing how to elevate concerns related to radicalisation.
• Ensure compliance with all relevant Mental Health legislation such as the Mental Health Act 2007, the Mental Capacity Act 2005, and associated Codes of Practice and national guidance.

Qualifications

• Proven ability to meet personal and organisational targets and KPIs within a contact centre or similar environment, demonstrated through interview discussions and past performance.
• Extensive customer service experience, showcasing strong empathy and a commitment to exceptional customer satisfaction.
• A confident, diligent, and self‑reliant individual with a pragmatic, solutions‑focused approach to problem‑solving.
• Passionate about achieving Customer Service Excellence, with a proactive and enthusiastic attitude toward meeting customer needs.
• Strong written and verbal communication skills, including a professional and confident telephone manner.
• Proficient in business administration and IT, with strong familiarity using Microsoft programs, the ability to work independently, and capability to perform basic IT troubleshooting.

Benefits and Compensation

• Salary: £26,393 per annum.
• Doctor Care Anywhere subscription for you and five of your loved ones.
• Company bonus for dedication and achievements.
• 25 days holiday plus bank holidays.