Fertility Patient Services Advisor
Location: On-site
Hours: Monday to Friday, 8:00am5:00pm
Contract: Full-time, 40 hours per week
Work remotely: No
About Personal Homecare Pharmacy
At Personal Homecare Pharmacy, we take pride in placing our patients at the heart of everything we do.
We are a busy distance-selling pharmacy with more than 10 years experience supplying fertility medication. Working collaboratively with fertility clinics across the UK, we are committed to providing a supportive, efficient and compassionate service throughout each patients treatment journey.
We are passionate about delivering an exceptional patient experience and, with the support of our dedicated team, aim to set the gold standard in homecare pharmacy services.
There has never been a more exciting time to join our growing team. We are looking for an experienced and empathetic Fertility Patient Services Advisor who is enthusiastic, self-motivated, accurate and committed to delivering excellent service.
The successful candidate will work effectively both independently and as part of a team. You will be a confident communicator who understands the sensitive nature of fertility treatment and takes pride in providing patients and clinics with a professional, reassuring and reliable service.
The role
As a Fertility Patient Services Advisor, you will play a pivotal role in supporting patients, fertility clinics, healthcare professionals and internal pharmacy teams.
You will manage incoming prescriptions, contact patients, coordinate medication deliveries, process orders accurately and respond to enquiries by telephone and email. You will also support relationships with existing and new fertility clinics, ensuring communication is timely, professional and consistent.
Accuracy, empathy and attention to detail are essential, as the role involves handling sensitive patient information and time-critical fertility medication.
Key responsibilities
Patient and clinic support
- Provide a friendly, professional and empathetic service to patients, fertility clinics and healthcare professionals.
- Contact patients when prescriptions are received, prioritising communication according to treatment urgency.
- Clearly explain the ordering and delivery process and ensure patients understand the next steps.
- Respond promptly and professionally to patient and clinic enquiries by telephone and email.
- Maintain positive working relationships with existing fertility clinics.
- Support initial communication with new fertility clinics and escalate queries where appropriate.
Prescription processing and data entry
- Print prescriptions received by email and acknowledge receipt with the relevant clinic.
- Date-stamp and process prescriptions received by post without unnecessary delay.
- Arrange prescriptions in chronological order according to urgency.
- Accurately enter prescription and patient information into Magento and other relevant systems.
- Ensure prescription items received from clinics correspond with the patients order.
- Identify prescription queries, discrepancies or missing information and liaise with clinics to resolve them.
- Regularly review outstanding queries to ensure urgent cases are progressed promptly.
- File prescriptions correctly by clinic for compliance and future reference.
Delivery coordination
- Make outbound calls to patients to arrange delivery of their medication.
- Coordinate delivery dates based on patient selections received by telephone, email or text message.
- Confirm that payment has been successfully processed before medication is dispatched.
- Liaise with courier companies regarding delayed, lost or unsuccessful deliveries.
- Keep patients informed of delivery issues and arrange suitable alternatives where required.
- Contact patients following missed deliveries and advise them of any outstanding action.
Customer service and query resolution
- Answer telephone calls promptly and aim to minimise patient waiting times.
- Provide accurate information and resolve queries directly wherever possible.
- Handle complaints with empathy, professionalism and sensitivity.
- Log and escalate complaints in accordance with company procedures.
- Highlight errors, risks or recurring issues to the appropriate manager.
Quality, compliance and patient safety
- Complete all work in line with company policies, standard operating procedures and regulatory requirements.
- Maintain a high level of accuracy and attention to detail.
- Protect patient confidentiality and comply with all data-protection requirements.
- Immediately report any suspected or actual data breach in accordance with company procedures.
- Follow relevant SOPs and company policies to ensure patient safety at all times.
- Maintain clear and accurate patient and prescription records.
- Support a clean, organised and compliant working environment.
Training and general duties
- Complete mandatory, refresher and role-specific training within the required timescales.
- Support administrative duties, including filing, record updates and stationery stock checks.
- Assist with other reasonable duties during quieter periods or where operationally required.
- Participate in ongoing training and development opportunities.
- Undertake an NVQ Level 2 Dispensing Assistant qualification supported by a designated tutor.
Essential experience and skills
- Previous experience working within a fertility clinic, fertility pharmacy, fertility service or another fertility-related patient support environment.
- An understanding of the sensitive and time-critical nature of fertility treatment.
- Strong verbal and written communication skills.
- A professional, compassionate and patient-focused approach.
- Excellent attention to detail and a high standard of accuracy.
- Confidence handling telephone calls, emails and sensitive patient enquiries.
- Strong organisational skills and the ability to prioritise urgent work.
- Ability to work effectively in a fast-paced and target-driven environment.
- Good computer literacy and confidence learning new systems.
- Minimum GCSE grade AC or equivalent in English and Maths.
Desirable experience
- Experience processing fertility prescriptions or medication orders.
- Experience liaising directly with fertility clinics and healthcare professionals.
- Previous experience using Magento or a similar order-management system.
- Experience within a pharmacy, healthcare, call-centre or patient-services environment.
- Knowledge of data protection, patient confidentiality and complaint-handling procedures.
Rewards and benefits
- Competitive salary.
- Generous holiday allowance.
- Birthday leave.
- Volunteer day.
- Workplace pension scheme.
- Opportunity to gain an NVQ qualification.
- Ongoing training and development opportunities.
- NHS discount scheme.
- Supportive and collaborative working environment.
Personal Homecare Pharmacy is proud to be an equal-opportunity employer. We are committed to embracing the diversity of our colleagues and providing a positive, inclusive and supportive working environment for everyone.
If you have previous fertility experience and believe you can play an integral role in supporting our patients and clinic partners, we would love to hear from you.
