Role:                                    Patient Advisor

Location:                             We operate a hybrid schedule, meaning 2-3 days a week in the office based in Central London

Salary:                                 £27,020 per annum plus extensive benefits

Contract type:                    Permanent

Employment type:             Full time, (Tuesday to Saturday)

Working hours:                  8:45am- 5:15pm

Do you want to work for the nation’s largest online pharmacy ensuring excellence for all our patients? We’re a market leader in the pharmacy world, with 25 years’ experience, helping over 1.8 million patients in England manage their NHS prescriptions from request through to delivery.  We are Great Place to Work certified as we consider colleague experience a top priority every day, and as a certified B Corp we also meet high standards of social and environmental responsibility. Our people are fundamental to our success and ensuring we achieve our vision to be a world leading, patient-centric digital healthcare provider. We are committed to continuing to develop a positive, open and honest working environment for all.

Our online doctor service delivers safe, accessible and high-quality healthcare to patients across the UK. Working at the intersection of healthcare and technology, you'll play a key role in supporting exceptional patient experiences in a fast-paced and innovative environment.

The role begins with a 6-8 week office-based training programme (Monday to Friday), before moving to a hybrid working model with a contracted schedule of Tuesday to Saturday.

Why you’ll love working with us

We believe great people deserve great support. That’s why we offer a benefits package designed to look after your health, finances, career and life outside work.

Financial security & rewards

·        Competitive contributory pension

·        Occupational sick pay

·        Long-service awards and refer-a-friend bonuses

·        Professional registration fees covered (GPhC, NMC, CIPD and more)

·        Cycle to Work and Green Car schemes (subject to eligibility)

Family-friendly

·        Enhanced maternity and paternity pay

·        Flexible hybrid working to help balance work and home life

Health & wellbeing

·        Private healthcare insurance at discounted rates (Aviva)

·        Employee Assistance Programme and in-house mental health support

·        Access to discounted gym via benefits platform

·        Regular health and wellbeing initiatives

Career growth

·        Strong commitment to CPD, training and professional development

Time off & flexibility

·        25 days’ annual leave, increasing with service

·        Buy and sell holiday scheme

Everyday perks & exclusive discounts

·        Employee discount platform

·        Exclusive discounts at The Springs, Leeds

·        25% off health & beauty purchases

·        25% off Pharmacy2U Private Online Doctor services

Culture & community

·        Regular social events throughout the year

What you’ll be doing?

·        Deliver a discreet, responsive and efficient service to patients.

·        Prioritise patient safety and maintain the highest standards of care.

·        Collaborate effectively within a fast-paced, high-performing team.

·        Manage high volumes of patient enquiries via telephone and secure messaging with accuracy, empathy and professionalism.

·        Engage confidently with patients over the phone, aiming to achieve first-contact resolution wherever possible.

·        Use secure internal messaging systems as the primary channel for patient communications.

·        Operate the Online Doctor Patient Management System (OPMS) to accurately record, categorise and manage patient interactions.

·        Allocate laboratory test results to patients and support them in accessing appropriate treatments where required.

·        Liaise with pharmacies, laboratories and GP surgeries to facilitate seamless patient care.

·        Identify, report and help resolve operational or service issues that may impact the patient experience.

·        Investigate and manage patient complaints received through multiple channels, including secure messaging.

·        Conduct patient identity verification checks through external partners.

·        Adhere to policies, procedures and governance requirements relating to NHS partnerships.

·        Act as the voice of the patient, contributing to business projects and service development initiatives.

·        Work collaboratively with colleagues across multiple departments to represent and support Online Doctor.

·        Triage and direct enquiries to the appropriate teams when necessary.

Who are we looking for?

·        Demonstrates initiative, drive and a proactive approach to work.

·        Proven ability to work effectively both independently and as part of a team.

·        Strong organisational skills with the ability to prioritise workloads and manage competing demands.

·        Excellent written and verbal communication skills.

·        High level of accuracy and attention to detail.

·        Proven experience in a customer service environment.

·        Experience of handling customer complaints professionally and effectively.

·        Empathetic, positive and engaging communication style.

·        Strong customer service focus with a commitment to achieving first-contact resolution.

·        Proficient in Microsoft Office applications, including Outlook, Excel, Word and Teams.

·        Well-organised, self-motivated and able to work effectively in a fast-paced environment.

·        Previous experience using CRM systems.

What happens next?

Please click apply and if we think you are a good match, we will be in touch to arrange an interview.

Applicants must prove they have the right to live in the UK.

All successful applicants will be required to undergo a DBS check.

Unsolicited agency applications will be treated as a gift.