Job Description

Customer Support Coordinator - Sittingbourne - On site

An excellent opportunity has arisen for a leading healthcare company, and this company are looking for a customer service coordinator to join our friendly team based in Sittingbourne.

Main Purpose of the role:

* As the new patient coordinator, you will be responsible for making the first contact with the patient or carer once their health care professional registers them to H2H.

* You will set up their account, confirm all the patient and carer details, arrange their first order and then check in with the patient or carer once the order has been delivered.

* You might need to liaise with their health care professional or GP surgery to ensure a smooth transition to our service for the patient.

* Our H2H customer service coordinators play an integral frontline role and are committed to delivering the highest levels of service to our patients. This is a role for someone who wants to make a difference to people’s lives. All new starters will undertake a 2-month training program overseen by our team trainer.

Pay Rate: £13.50

Locations: Sittingbourne Duration: 12 months (possibility of extension)

Hours per week: 37.5 hours (7.5 hours per day).

Shift Patterns: Monday - Friday: between 08:00 - 20:00.

(Most shifts are 08:00-16:30 and 09:00-17:30. Shifts 10:00-18:30 and 11:30-20:00 are completed in a week block once every 2 months.)

1 Saturday per month 09:00 am - 13:00 pm (paid as additional, overtime rate x1.75) On Call Requirements:

Coordinators are required to complete on-call segments, in addition to your normal working shift patterns. Coordinators are scheduled on a rota to complete the following minimum on-call requirements: Two overnight segments per month: (Monday–Friday): 8:00 PM – 8:00 AM Weekend overnight segments: Saturday: 5:00 PM – 9:00 AM (Sunday morning) Sunday: 5:00 PM – 8:00 AM (Monday morning) One weekend daytime segment: Saturday: 1:00 PM – 5:00 PM or Sunday: 9:00 AM – 1:00 PM or 1:00 PM – 5:00 PM These on-call segments are paid at an enhanced rate. There is also an opportunity to work the late shift following a midweek on-call segment if required. Rotas are compiled in advance and there is opportunity to swap segments fairly amongst the team.

Main Responsibilities:

* Confirm all details that we have been given by health care professionals with the patient or carer

* Follow up with the patient or carer to ensure their expectations of H2H have been met.

* Liaise with health care professionals and GP surgeries

* Provide the highest levels of customer excellence to both patients and health care professionals

* Arrange patient deliveries via telephone and email

* Answer patient and stakeholder enquiries, resolving all queries that might arise

* Use our internal database to log all patient and health care professional communication and documenting this

* Manage daily workload as delegated by Team Leader

* Communicate with internal & external stakeholders by phone & email

* To meet all internal targets

* Other duties include but are not limited to

* Updating of patient records, processing chemist orders, prescription collection