Patient Relationship Co-ordinator
Description
The post holder will be managing administrative tasks associated with the BioGrad Limited activities. Based out of our Wavertree office this role will be responsible for maintaining strict controls over daily tasks that will include manning the patient hotline, appointment bookings, amendments, and cancellations, in bound & outbound sample management and overall customer satisfaction.
Reports to: Line Manger – TBC
Role-specific responsibilities
1. Clinical Administration
- In line with company processes screen clinic calls, take messages and ensure call are directed to the correct person where appropriate
- Confirm clinic appointments to clients in accordance with set guidelines and ensure accuracy and security of personal details in accordance with GDPR
- Ensure that all clients are happy and satisfied by maintaining high standards of customer service both verbally and in written communication
- Manage and maintain the CRM system with up-to-date accurate data and utilise appropriate systems for payments and refund
- Support Operations Manager – Clinical Services to ensure screening clinics are running smoothly and are fully stocked on a regular basis
- Coordinate logistics support for BioGrad Screening clinics and monitor sample collection and arrival into the laboratory on a daily basis
- Assist the clinical services team with any additional tasks within the administrative role. Have a clear understanding of the role’s tasks in line with BioGrad accreditation body’s standards and requirements
2. Postal & Courier Services
- Keep up to date with postal requirements as specified by UN 3373 regulating category B biological samples
- Prepare and maintain a daily stock of personal testing samples to be dispatched upon order
- Engage with and maintain close relationships with key organisations such as pharmacies sending large quantities of samples to the laboratory
- Daily input into the CRM of samples received in line with company processes and timely delivery to the lab teams
- Accurate use of inbound and outbound postal and courier services inline with company processes
3. Daily Clinic Reception
- Ensure high standards of customer service for all clients arriving and accurate, secure recording of personal details in accordance with GDPR
- Coordination with the duty medical staff for smoothly operating clinic
- Maintain stock levels of all PPE and testing equipment
- Record and send results for tests as appropriate in line with company processes
- Ensure samples are delivered safely and securely to the laboratory team at the end of each clinic
Person Specification
Essential
- A minimum of 2 GSCE’s at grade 4 or above (or equivalent) including Maths & English
- Previous work in an administration role, ideally in a clinical environment
- Excellent communication skills (written and verbal)
- Professional and friendly manner with well-developed team working skills
- Punctuality and smart appearance
- A desire to learn new skills
Desirable
Proficient with cloud-based CRM systems and knowledge of professional software
Circumstances
- Full-time (35 hours) 08.00 – 16.00/09.30 – 17.30 including some weekends
- The post requires a flexible approach and willingness to undertake occasional out-of-hours work as part of full- time hours
More Information
Contract
Perm- Full Time
Salary
Meets the requirements of the NMW and will increase to £23,000 per annum after successful completion of probationary period
