Patient Support Team Specialist - Customer Care - Boots Online Doctor

BOOTS; London; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a Patient Support Team Specialist to enhance patient experiences at their innovative online healthcare service. This role involves providing exceptional support to patients throughout their treatment journey, addressing queries with empathy, and collaborating with clinical teams and pharmacies. With a hybrid work model, you will enjoy the flexibility of working from home while contributing to a vital service in a rapidly evolving healthcare landscape. If you are passionate about customer care and eager to make a difference, this opportunity is perfect for you.

Benefits

Boots Retirement Savings Plan

Discretionary annual bonus

Generous employee discounts

Enhanced maternity/paternity/adoption leave pay

Flexible benefits scheme

Access to free 24/7 counselling and support

Qualifications

• Solid experience in customer support or call center roles.
• Strong communication skills and technical problem-solving abilities.

Responsibilities

• Provide excellent customer support before, during, and after treatment.
• Liaise with patients, clinical teams, and pharmacies.

Skills

Customer support experience

Strong written and verbal communication

Technical problem solving

Understanding customer satisfaction drivers

Ability to suggest investigative steps

Empathy

Job description

Contract: Permanent

Recruitment Partner: Shannon Linton

We are looking for a Patient Support Team Specialist to join our growing team at Boots Online Doctor.

This is a full-time hybrid (3 days in office and 2 days working from home) vacancy within our London office based in vibrant Angel, Islington.

About the role

Working within this fast paced team, you will be the face of Boots Online Doctor to our patients, supporting them before, during and after their treatment journey by answering queries and providing customer care excellence at all times. This will involve liaising with our patients, clinical team and Boots pharmacies as well as supporting other operational activities.

As a Patient Support Specialist you will thrive on delivering the highest quality support whether via phone, message or webchat. You will also be a curious investigator, who can get stuck into technical problem solving whilst listening to concerns with empathy.

We support our customers 7 days a week and your shift patterns will be rota-based, typically 4 weekdays and 1 weekend shift (either Saturday or Sunday). Shifts will be between 8am and 8pm however current working hours are between 8am-6pm.

In a time when the health system is under immense pressure, we are growing fast to innovate and redefine how patients receive care digitally. Join us at this exciting moment as you take your next career step.

What you'll need to have

1. Solid experience providing customer support or call centre experience;
2. Strong written and verbal communication skills;
3. Address the root causes of issues, take the appropriate corrective actions, and develop/improve on current processes;
4. Understand key drivers to increase customer satisfaction - both in terms of quality and on-time delivery;
5. Ability to make clear suggestions for further investigative steps to help quickly home in on root causes of network issues and resolve the problem;
6. Strive to WOW our patients and your teammates by going above and beyond every day;
7. Minimum of an FTTC connection with internet speeds of 20Mbps download and 5Mbps upload.

It would be great if you also have

1. Experience in a tech start-up/scale-up.
2. Experience or knowledge of the NHS, healthcare, or healthtech industry.

Our benefits

• Boots Retirement Savings Plan
• Discretionary annual bonus
• Generous employee discounts
• Enhanced maternity/paternity/adoption leave pay and gift card for anyone expecting or adopting a child
• Flexible benefits scheme including holiday buying, discounted gym membership, life assurance, activity passes and more.
• Access to free, 24/7 counselling and support through TELUS Health, our Employee Assistance Programme.

We have a great range of benefits in addition to the above that offer flexibility to suit you - find out more at boots.jobs/rewards. Please note, any salary estimates given on third-party sites are not provided or endorsed by Boots and may not be accurate.

Why Boots

At Boots, we foster a working environment where consideration and inclusivity help everyone to be themselves and reach their full potential. We are proud to be an equal opportunity employer, passionate about embracing the diversity of our colleagues and providing a positive and inclusive working environment for all. As the heart of everything we do at Boots, it's with you, we change for the better.

What's next

Where a role is advertised as full-time, we are open to discussing part-time and job share options during the application process. If you require additional support as part of the application and interview process, we are happy to provide reasonable adjustments to help you to be at your best.

This role requires the successful candidate to complete a Pre-employment check after receiving an offer. Depending on your location you will be asked to submit either a DBS (Disclosure & Barring Service), PVG (Protection of Vulnerable groups) or an Access NI Check.

Boots is a Ban the Box employer and will consider the suitability of applicants with criminal convictions on a case-by-case basis.