Company Summary:
Wellford Medical Clinics specialise in providing high-quality medical cannabis care. We support patients with various conditions such as chronic pain, anxiety, and depression. Together with our patient support team, the experienced Wellford Clinics clinicians offer convenient, patient-centered services including consultation, prescription management, and continuous support. Our team tailors treatment plans to individual patient needs, aiming to enhance wellness and manage symptoms through accessible, compassionate care. We are entering our next phase of growth and are looking for an exceptional self-starter to join the team to help deliver both our business strategy and outstanding patient outcomes.
Job Summary:
The Patient Experience Coordinator plays a vital role in enhancing patient satisfaction and ensuring positive experiences across the patient’s Wellford journey. This position is responsible for assessing, coordinating, and improving the overall patient experience by addressing patient concerns, facilitating communication between departments, and supporting initiatives to enhance service quality. The Patient Experience Coordinator will work closely with the wider Wellford team to promote a patient-centered approach, uphold the organisation’s standards, and foster a compassionate environment.
Key Responsibilities:
* Act as a first point of contact for all patient queries and communication, answering with an excellent customer approach, care and manner (phone and email)
* 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
* Proactively communicate with patients at any stage to provide information and updates about any given situation
* Problem solve for patients in order to deliver exceptional patient care
* Escalate any team or patient situations as appropriate to direct line manager
* Use your initiative to navigate difficult queries/concerns
* Keep up to date with process changes and procedures to avoid errors that may affect our patients
* Ensure that GDPR regulations are always adhered to
* General understanding of CQC and comply with regulations
* Support colleagues with outstanding tasks and being flexible and adaptable at any given time
* Maintain a professional conduct, remaining calm and in control
* Escalate any safeguarding concerns immediately and without delay
Requirements:
* Minimum 2 years work experience, preferably in a customer/patient facing role
* Excellent written and verbal communication skills
* Excellent multitasking and time management skills
* Computer literacy especially around Microsoft Suite, Patient Management Software, and phone systems.
* Ability to train and support colleagues on-the-job
* Understanding of GDPR & CQC regulations (desirable)
Job Type: Full-time
Benefits:
* Company pension
* Life insurance
* On-site parking
Schedule:
* Monday to Friday
Application question(s):
* When would you be available to start work?
* What is your salary expectation?
Education:
* GCSE or equivalent (preferred)
Experience:
* Customer facing: 2 years (preferred)
Work Location: In person
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