United Kingdom Job Openings

LloydsPharmacy Online Doctor

Customer Service Advisor

London

FULL TIME & PART TIME

August 27, 2024

About Lloyds Pharmacy Online Doctor
Lloyds Pharmacy Online Doctor brings over 20 years of expertise in pioneering Digital Health, providing medical consultations online. Our mission is to excel in delivering personalised and accessible healthcare at scale. Our technology forms the foundation of our digital consultations for patients and decision-making tools for doctors.
Role Purpose
The purpose of your role is to be at the forefront of digital healthcare transformation and to support patients in receiving a safe and effective service in a fast paced and changing landscape. This is an office-based role (during the training period) with hybrid/remote working available once the training period is complete. Your permanent working pattern after training will be Saturday, Sunday and Monday. Candidates must be available Monday-Friday (office based) for the initial 6-8 weeks of training.
Key Responsibilities

Maintain patient safety and uphold the highest standards of care
Provide a discreet and efficient service to patients
Work as part of a fast paced and energised team
Deal with high volumes of patient queries
Speak confidently to patients on the phone focusing on first time resolution
Use the internal secure messaging system as the principal communication method to respond to patients
Use the bespoke Online Doctor OPMS system to flag calls and messages accurately to enable accurate data collection
Allocate lab test results to patients and assisting them in arranging relevant treatments where appropriate
Liaise with pharmacies, labs and GP surgeries
Raise operational and customer service incidents where customer care has been below that expected from the patient
Investigate and resolve complaints received via a multitude of different platforms including an internal secure messaging system
Oversee patient identity verification checks via an external partner
Adhere to policies and processes relating to NHS partnerships
Act as 'voice of the customer' on business projects and expansions
Work collaboratively within various business functions representing Online Doctor
Triage calls to other parts of the business

Experience and Qualifications
Essential

Minimum 2 years+ Call Centre and customer service experience
Experience of effectively handling customer complaints
Energetic, empathetic communicator
Excellent customer service skills and dispute management using first time resolution approach
Excellent written and verbal communication skills
Proficient in applications such as Outlook, Excel, Word, MS Teams
Well organized, motivated
Previous experience of using CRM portal

Desirable

Education to degree level or equivalent
Experience of working in a healthcare setting
DBS checked

Job Types: Part-time, Permanent
Pay: £25,000.00 per year
Expected hours: 22.5 per week
Benefits:

Employee discount
Private medical insurance

Schedule:

8 hour shift
Every weekend
Weekend availability
Weekends only

Work authorisation:

United Kingdom (required)

Work Location: Hybrid remote in London

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