Coordinator, Patient Services

Summary
This role will coordinate the prescription management process, patient stock levels for medical & ancillary products, process orders for delivery to home patients, and undertake patient account management in line with standard operating procedures, service specifications and operational KPIs (under the supervision & direction of the Responsible Pharmacist).

Monday to Friday - Shift rotation 8:30 to 16:30 / 9:30 - 17:30

The role will be initially hybrid based in Northampton before moving to a home-based role in 2027.

Key Accountabilities

• Respond to inbound calls and initiate outbound calls/email correspondence (including shared inbox management) to patients & customers in order to process stock orders and resolve patient queries.
• Activate new patients onto the service and coordinating the installation delivery in line with customer requirements.
• Accurately enter prescriptions and the directions on the Patient Management System
• Process patient orders (including charge orders) accurately on the Patient Management System as directed by the patient’s prescription
• Organise collections and process sales returns within the allocated timeframes.
• Manage the administration (e.g. tracking, filing, requesting, archiving) of physical & electronic pharmacy records including patient prescriptions in an accurate and timely manner.
• Report and escalate system inaccuracies to the Customer Service & Patient Services Supervisor.
• Liaise with third-party partners (e.g. transport, nursing, technical services) to facilitate and deliver patient treatments
• Coordinate the back-order management process including communicating with patients & pharmacists, liaising with third-party partners and updating the system.
• Support the resolution of customer invoice queries to enable payment of services provided.
• Record patient complaints and incidents immediately on the Complaint Management System and investigate where appropriate.
• Escalate clinical queries and patient safety incidents to the Responsible Pharmacist within the defined timeframes as per the Communications Standard Operating Procedure.

Education and Experience

• Successful experience in customer service or patient-centric roles
• Successful experience is using customer relationship management systems
• Previous experience of working in a pharmacy/healthcare setting would be advantageous
• Previous experience of demonstrating strong administration skills in high volumes
• Strong verbal and written communications skills (e.g. professional telephone manner)
• High attention to detail
• Good IT proficiency (including Microsoft Office)
• Strong organisational & prioritisation skills in a demanding environment
• Process-driven
• Dispensing Assistant Qualification or equivalent (minimum of Regulated Qualifications Framework Level 2 as defined in GPhC guidance), preferential but not essential.

Benefits

• £27,000 base salary, plus competitive benefits
• Professional development opportunities
• High importance placed on work life balance

Equal Employment Opportunity
Baxter is an equal opportunity employer. Baxter evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.

Reasonable Accommodations
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