Customer Service Coordinator Job at Baxter (Cheadle, Stockport)

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

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Customer Service Coordinator

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