Job Description

The Role:

Patient Support Coordinator

The Team:

Patient Support

Hours:

Full Time

Location:

*Hybrid

About Leger

We're on a mission to transform men's health through identifying and treating testosterone deficiency and associated conditions. For too long, men have put up with symptoms of low testosterone, not realising that treatment is available. Leger has been leading the way in testosterone replacement therapy since 1999.

Now, as part of the Medichecks' family, we are entering the next stage of our development and are seeking to scale our services for eligible men. We provide a medically led, evidence-based, straight-talking service driven by specialist doctors and clinicians.

Purpose of the Role

The Patient Support Coordinator provides support both to our patients and internally to our clinician team, delivering an exceptional service for our patients. The Patient Support Coordinator communicates with our patients on our omni-channel platform via email and voice, handling all service queries, and triaging communications to the right teams where appropriate. The Patient Support Coordinator manages all administration to ensure a smooth and efficient operation.

Key Responsibilities

Patient support

Communicating effectively, providing first point of contact for our patient's enquiries via email and phone. Handling all enquiries efficiently, providing accurate information about our products and services, and striving for first time resolution. Contacting patients at the request of the clinical or finance team. Delivering sales through service and contributing to the growth of Leger, by providing information and guidance to new patients on how the service works, establishing their needs, and guiding them to the most appropriate option. Case management to take ownership of resolving complaints and/or escalating issues to the appropriate teams, ensuring a positive resolution Compliance to CQC policy and protocol. Application of safeguarding. Handling patient data in accordance with the GDPR. Compliance with all regulatory standards and internal standard operating process.

Administration

Action new patient enquiries, creating tasks for the clinical team, and inviting the patient to book a consultation. Setting up patient accounts in the patient database and Zendesk and keeping patient records up to date e.g. GP details. Sending patient consent questionnaires post consultation for proposed prescriptions. Ensuring patients return blood results and background information ahead of their consultation. Rearranging patients' appointments if blood results have not been returned by them in time for their consultation. Arranging travel letters at the patients request. Identify where medication reviews and other aspects of patient care are due and help organise this work.

Blood Test Administration

As instructed by the clinical team, contacting patients to advise on required blood tests. Ordering blood tests in Plasma once payment has been received. Uploading completed blood test PDF's into Semble. Inputting blood test results data into the patient's results chart. Setting tasks for the clinical team to review results. Reviewing eligibility blood results and advise on follow-up tests/consultations following SOP.

Key skills

Thorough knowledge of products and services. Applied knowledge and awareness of operating within a CQC accredited healthcare organisation. Excellent verbal and written communication ability. Ability to handle difficult and/or vulnerable patients. Problem solving complex queries. Planning and organisation Communication with other teams. Multi-tasking, and prioritising own workload to meet service levels. Attention to detail.
Job Types: Full-time, Permanent

Pay: 25,240.00 per year

Benefits:

Company pension On-site parking Work from home
Schedule:

Monday to Friday
Work Location: Hybrid remote in Nottingham NG13 8GF