Patient Support Advisor

Healthnethomecare; Swadlincote; Hybrid; GBP 18,000 - 24,000; Full time

Benefits offered by this job

Competitive salary

25 days holiday + bank holiday

Pension scheme

Training and development

Job summary

HealthNet Homecare is seeking a Patient Support Advisor to be the first point of contact for our patients, clients and healthcare providers. You will handle incoming calls, answer enquiries, book medical deliveries and ensure data protection protocols are followed.

We value excellent customer service, clear communication, and accuracy. The role offers a competitive salary, 25 days holiday, a pension scheme and ongoing training and development opportunities.

Qualifications

• Experience in resolving customer issues in a professional manner.
• Strong written and verbal communication skills.
• Experience in delivering strong Customer Service in a previous role.
• Qualifications in Customer Service or similar preferred but not essential.

Responsibilities

• Answer incoming calls and support customer enquiries and complaints, ensuring information is recorded accurately.
• Make outbound calls to patients to book in medical deliveries.
• Maintain internal communication system and update contact lists and distribute documents as required.
• Maintain documentation filing systems within the department and ensure correct record keeping.
• Ensure prescriptions are received in a timely manner while complying with confidentiality and data protection protocols.
• Read and act on communications from head office to support pharmacy and customers.
• Proactively support HealthNet operations by assisting other departments as needed.

Skills

Customer service

Communication

Attention to detail

Data protection

Telephone handling

Education

Customer service qualification

Tools

CRM system

Job description

HealthNet Homecare is a leading provider of homecare services, supporting patients to receive treatment and care in the comfort of their own homes. From medication deliveries to specialist clinical nursing support, including injection training and the administration of IV and infusion therapies, we are dedicated to making healthcare more accessible and convenient for those who need it most.

Supporting over 240,000 patients across a wide range of therapy areas, our experienced and compassionate teams work with individuals living with both rare and more common conditions. Our mission is to make patients' lives easier by removing the stress of managing treatment and providing reassurance that they are receiving safe, high-quality care every step of the way.

We are looking forPatient Support Advisorsto join our busy Patient Support team in providing professional services to our clients, patients and healthcare providers.

If you are a passionate and caring individual, seeking a role with a mission statement you can truly get behind, where you can help to make a difference to patients’ everyday lives, then this is the opportunity for you!

We are looking for individuals with excellent customer service skills to enable us to deliver a high quality, patient experience! As a Patient Support Advisor, as the first line point of contact for all of our patients to create a Homecare solution in an open, transparent and collaborative manner.

Main Responsibilities:

• To follow and promote relevant Company policy and procedure to ensure patient safety at all times.
• Answering incoming calls, supporting with customer enquiries and complaints to ensure accurate information is taken, recorded and passed on to relevant parties.
• Make outbound calls to patients to book in their medical deliveries
• Administration of internal communication system, such as updating of contact lists, ensuring email address groups are correct/updated and distribution of documents as required/directed.
• To maintain documentation filing systems within the department.
• Ensure prescriptions are received in a timely manner complying with patient confidentially and data protection protocols.
• To read and comply with all communications from head office and others to ensure necessary actions are undertaken for the pharmacy and customers.
• To contribute to HealthNet's commitment to continuously improve by forwarding your suggestions to appropriate persons.
• Proactively support the HealthNet Operation by helping in other departments which may be busier than your own at a particular time.

Hours:

• Full time - 40 hours, Monday to Friday, Saturday 1 in every 6 weeks (8am – 4:30pm), 14 week rolling rota between 7:00am and 7pm. Subsequent day off will be arranged on the week the Saturday shift falls.

Rota:

• 9 weeks: 08:00 – 16:30
• 3 weeks: 09:30 – 18:00
• 1 week: 07:00 – 15:30
• 1 week: 10:30 – 19:00

What experience and skills are we looking for?

Desirable

• Previous experience within a contact centre role is desirable.

Essential

• Experience in resolving customer issues in a professional manner
• Strong written and verbal communication skills
• Experience in delivering strong Customer Service in a previous role.

Qualifications?

• Qualifications in Customer Service or similar preferred but not essential.

Key Competencies

• Efficient and polite communication skills
• Ability to construct professional written communications.
• Can work in a timely manner complying with patient confidentiality and data protection protocols
• Good verbal and written communication skills
• High level of accuracy and attention to detail
• Computer Literacy

What we offer:

• Competitive salary structure
• 25 days holiday + bank holiday
• Pension Scheme
• Ongoing training and development