Job Description

Overview

Are you a personable and customer-focused individual, with previous experience in customer services?

As a Patient Care Coordinator, would be responsible for providing a Homecare delivery service to our Homecare group. Your main focus will be taking responsibility for ensuring a professional and courteous service is maintained, ensuring all patients receive support and guidance at all times.

This role will be a 12-month fixed term contract, 37.5 per hours a week Monday-Friday and based at our office in Runcorn.

Fresenius Kabi is a global healthcare company that specializes in lifesaving medicines and technologies for infusion, transfusion and clinical nutrition. The company's products and services are used to help care for critically and chronically ill patients.

Our product portfolio included a comprehensive range of IV generic drugs, infusion therapies and clinical nutrition products as well as the medical devices for administering these products.

Responsibilities

• Ensuring patients are contacted on their planned call date and ensuring the accurate processing of their therapy requirements
• Liaising with the Trust whilst responsible for ensuring the care of the patient is maintained constantly
• Ensuring all planned calls and sales orders are processed in a timely manner on the correct day
• Monitoring patient’s ordering levels, ensuring the patient is not under stocked or overstocked whilst adhering to stock compliance
• Arranging out of schedule and same day deliveries for urgent stock
• Liaising with patients and hospitals to reschedule deliveries where required and providing the Distribution provider with updates when deliveries are to be returned back to site
• Ensuring the distribution report is actioned daily
• Handling incoming calls and emails
• Logging all queries/quality issues onto Ulysses
• Ensuring Pump compliance is maintained, arranging services when due
• Liaising with Pharmacy for queries relating to prescription availability

Qualifications

• Customer service experience, either phone based or face to face is essential
• Excellent administration skills to ensure accurate information for all registrations of new patients and deactivations
• Excellent communication skills and the ability to deal with all aspects of queries, including difficult and sensitive situations
• Ability to work under pressure in a fast-paced environment
• Able to express empathy to our patients and their families or carers and understand their needs
• Interpersonal skills
• Clear and concise telephone skills and strong attention to detail
• GCSE in both Maths and English at a grade C or above (or equivalent) or a Customer Service NVQ
• Able to work co-operatively with colleagues and align your work effectively with other departments

Benefits

• No rota'd weekend working and no night shifts
• Contributory Pension Scheme (rises with service)
• Role specific tailored training and development plan
• Life Insurance (4 x salary, death in service)
• 33 days holiday (rises to 35 after 5 years service) and ability to buy/sell holidays
• Healthcare cashback scheme (including dental, optical & alternative therapies)
• Maternity, Paternity and Adoption Leave
• Professional fees paid
• Bike to work scheme
• Long Service Awards
• Employee Assistance Programme
• Free onsite parking and subsidised canteen
• Blue Light Card
• Company funded family days out

We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background create a better work environment and better products. Whatever your identity, we will give your application fair consideration.