At Lyphe we are on a mission to improve the life of people with unmet medical needs and our Out of Hours Patient Support Team is essential to achieving this mission.
Out of Hours Patient Support is focused on supporting patients with their needs, whether it be an initial enquiry or queries relating to their care, in a proactive, compassionate and ethical manner; ensuring that the patients have received the best level of care.
Contract basis: Part Time employment, Contracted hours 5.00-10.00pm, Monday to Friday, Work from home. This role pays £13,546 per annum (£21,674 full time equivalent).
Key responsibilities:
The job holder will do all things within their skill and ability; specific examples are (but not limited to):
- Act as a first point of contact for all patient queries and communication outside of standard clinic hours.
- To take incoming calls and manage live chat conversations with patients and relevant stakeholders;
- Make outbound email tickets with various stakeholder groups as needed;
- Complete new enquiry call backs with the aim of converting leads into new patients;
- Understand the importance of driving conversions and treating each lead with an ethical approach;
- Maintain thorough and accurate records of all patient data and prescription information, inclusive of notes being added on all platforms in a timely manner.
- Liaise with NHS GPs to obtain Summary Care Records on behalf of patients to ensure initial consultations are held to schedule;
- Chase GPs for documentation on behalf of the patient;
- Process and track prescription requests to clinical staff ensuring all are returned within the 48 hour SLA.
- To be able to problem solve for patients in order to deliver exceptional patient care in line with CQC regulations.
Personal Specification
Qualifications
- No formal qualifications are required
Experience
- Experience of working in a private healthcare setting is essential
- Proficient in Microsoft Suite including Word, Outlook, PowerPoint, Excel
- Experienced in handling confidential information
- Experience of working in a call centre or sales environment is also desirable.
- Experience of working in a small team, often independently.
Qualities
- Excellent communication skills, both written and spoken
- Strong relationship management, able to problem solving and find solutions for patients.
- Great attention to detail, organisation and time management skills
- Flexible, adaptable and resilient with the ability to remain calm and confident, supporting others as needed in challenges are faced.
For more information on the Company visit www.lyphegroup.com
Job Types: Part-time, Permanent
Part-time hours: 25 per week
Salary: £13,546.00 per year
Benefits:
- Additional leave
- Wellness programme
- Work from home
Schedule:
- Monday to Friday
- No weekends
Work Location: Remote
