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Customer Service Coordinator (Patient Services)

https://www.baxter.com/ Logo

Baxter

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Location:
United Kingdom , Cheadle, Stockport

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

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).

Job Responsibility:

  • Respond to inbound calls and initiate outbound calls/email correspondence (including shared inbox management) to patients & customers to process stock orders and resolve patient queries
  • Activate new patients onto the service and coordinate the installation delivery in line with customer requirements
  • Accurately enter prescriptions and directions on the Patient Management System
  • Process patient orders (including charge orders) accurately on the Patient Management System as advised 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 records in an accurate and timely manner
  • Maintain patient confidentiality at all times
  • Report and escalate system inaccuracies to the Patient Services Team Leader
  • Accurate dispensing – this will include timely reporting of near misses and dispensing errors
  • Accurate and timely complaint recording into the complaints management system
  • Escalate clinical queries and patient safety incidents to the Responsible Pharmacist/Responsible Person within the defined timeframes

Requirements:

  • Dispensing Assistant Qualification or equivalent (minimum of Regulated Qualifications Framework Level 2 as defined in GPhC guidance) or willingness to complete the course through on the job training
  • Extensive experience in customer service or patient-centric roles
  • In-depth experience in using customer relationship management systems
  • Previous experience of working in a pharmacy/healthcare setting would be advantageous
  • Successful experience of demonstrating strong administration skills in high volumes
  • Strong verbal and written communications skills (e.g. professional telephone manner) including with senior stakeholders
  • Strong conflict resolution skills
  • High attention to detail
  • Strong IT proficiency (including Microsoft Office)
  • Excellent organisational & prioritisation skills in a demanding environment
  • Process-driven
  • Strong collaboration skills within teams and across teams
  • Comfortable with managing and handling data/reporting
  • Good working knowledge of healthcare products and services will be trained to you but prior knowledge would be advantageous
  • Good knowledge of good practice of applying customer service skills
  • Awareness of NHS structures (e.g. clinical teams, Trusts etc) and NHS frameworks would be advantageous

Nice to have:

  • Previous experience of working in a pharmacy/healthcare setting would be advantageous
  • Awareness of NHS structures (e.g. clinical teams, Trusts etc) and NHS frameworks would be advantageous
  • Good working knowledge of healthcare products and services will be trained to you but prior knowledge would be advantageous
What we offer:
  • Competitive total compensation package
  • Professional development opportunities
  • High importance placed on work life balance

Additional Information:

Job Posted:
January 19, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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