Patient Support Advisor - Hybrid

Pharmacy2U | Certified B Corp; Greater London; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Pension scheme

Private healthcare insurance

Long-service awards

Registration fees covered (GPhC, NMC,‑

Cycle to Work scheme

Green Car scheme

Flexible hybrid working

25 days annual leave

Buy and sell holiday

Employee discount platform

Discounts at partner services

Job summary

Pharmacy2U is looking for a Patient Advisor to deliver discreet, responsive care to patients while upholding the highest standards of NHS service.

This permanent, full-time role runs Tuesday to Saturday with a hybrid schedule: 2–3 days in our Central London office, 8:45am–5:15pm. Salary is £27,020 per year with extensive benefits.

We are Great Place to Work certified and a certified B Corp, emphasising development, wellbeing and a positive, patient-centric digital health environment.

Qualifications

• Experience in a customer service environment.
• Ability to handle high volumes of enquiries accurately.
• Strong written and verbal communication.

Responsibilities

• Deliver a discreet, responsive and efficient service to patients.
• Prioritise patient safety and maintain the highest standards of care.
• Collaborate effectively within a fast-paced, high-performing team.
• Manage high volumes of patient enquiries via telephone and secure messaging with accuracy, empathy and professionalism.
• Engage confidently with patients over the phone, aiming to achieve first-contact resolution wherever possible.
• Use secure internal messaging systems as the primary channel for patient communications.
• Operate the Online Doctor Patient Management System (OPMS) to accurately record, categorise and manage patient interactions.
• Allocate laboratory test results to patients and support them in accessing appropriate treatments where required.
• Liaise with pharmacies, laboratories and GP surgeries to facilitate seamless patient care.
• Identify, report and help resolve operational or service issues that may impact the patient experience.
• Investigate and manage patient complaints received through multiple channels, including secure messaging.
• Conduct patient identity verification checks through external partners.
• Adhere to policies, procedures and governance requirements relating to NHS partnerships.
• Act as the voice of the patient, contributing to business projects and service development initiatives.
• Work collaboratively with colleagues across multiple departments to represent and support Online Doctor.
• Triage and direct enquiries to the appropriate teams when necessary.

Skills

Customer service

Communication

Teamwork

Organisational skills

MS Office

CRM systems

Tools

MS Office suite

Job description

Pharmacy2U is looking for a Patient Advisor to deliver discreet, responsive care to patients while upholding the highest standards of NHS service.

This permanent, full-time role runs Tuesday to Saturday with a hybrid schedule: 2–3 days in our Central London office, 8:45am–5:15pm. Salary is £27,020 per year with extensive benefits.

We are Great Place to Work certified and a certified B Corp, emphasising development, wellbeing and a positive, patient-centric digital health environment.