Job Tittle: Patient Development Specialist
Working Hours: 37.5 hours per week (Mon-Fri), 10:00 AM – 6:00 PM (with 30 minutes lunch break)
About Us:
SecuriCare Limited is the part of Clinimed Holding Limited Group, is a leading name in Healthcare and Medical Equipment industry. We are a group of companies founded in 1982 following the acquisition and formation of number of additional companies within the group.
We're a fast-growing and dynamic organization that's dedicated to making a difference in the lives of our customers. Through the development of innovative healthcare products and exceptional customer services, we are committed to improve lives of our customers exceeding their expectations.
Job Summary:
As a Patient Development Specialist, you will provide professional, empathetic and patient-focused support to customers using SecuriCare’s home delivery service for stoma and continence products. You will manage a high volume of calls, handle patient queries and maintain accurate records. You will manage an allocated patient database, proactively contacting patients to ensure they have the supplies they need. You will also provide product information and support service and conversion targets while always putting patients first.
Benefits:
- Contributory Pension Scheme
- Medical Cash Back Plan
- Life Assurance
- Annual Performance Bonus
- Annual Pay Review
- Onsite free car parking
- Subsidised staff canteen
- Cycle to work scheme.
- Employee Referral Scheme
- Free yearly flu vaccination
- Discounts on selected products and services
- Employee Assistance Programme – Health
- 25 annual holiday days (prorated based on working hours), plus 8 bank holidays and one company holiday
Main Duties & Responsibilities:
- Provide excellent, patient-focused service through inbound and outbound calls.
- Handle patient queries, orders and requests accurately and efficiently.
- Manage an allocated patient database and contact patients regularly to check their requirements.
- Provide clear and accurate product information to patients.
- Work towards agreed conversion, service and performance targets.
- Keep patient records, orders and notes accurate and up to date.
- Handle and resolve patient complaints professionally.
- Communicate effectively with patients, healthcare professionals and internal teams.
- Respond to patient and healthcare professional emails promptly.
- Carry out proactive follow-ups to support patient satisfaction and continuity of service.
- Complete reports and assigned tasks within required timescales.
Personal Specification:
Essential:
- Experience in customer service or a contact centre environment.
- Experience handling high call volumes in a fast-paced environment.
- Empathy and sensitivity when supporting patients.
- Excellent verbal and written communication skills.
- Professional and confident telephone manner.
- Strong influencing and persuasive skills.
- Good time management, prioritisation and attention to detail.
- Ability to balance patient needs with achieving targets.
- Resilient, adaptable and able to work under pressure.
- Positive, professional and collaborative approach.
Desirable
- Experience within a healthcare or patient support environment.
- Experience supporting sensitive or vulnerable patients.
- Experience working with healthcare professionals or clinical teams
Work Location: In person
