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
In this role, you will play a key role in advancing digital healthcare transformation, ensuring that patients receive safe, efficient, and high-quality service in a dynamic, evolving environment. Initially office-based for an 8-week training period, this position will transition to hybrid/remote working once training is complete. After training, your regular schedule will be Monday to Friday, with occasional weekend shifts on a rotating basis.
Key Responsibilities

• Prioritize patient safety and uphold the highest standards of care.
• Deliver a discreet, responsive, and efficient service to patients.
• Collaborate as part of a fast-paced, high-energy team.
• Manage high volumes of patient inquiries with accuracy and empathy.
• Confidently engage with patients over the phone, focusing on first-contact resolution.
• Use the secure internal messaging system as the primary communication tool for patient responses.
• Operate the bespoke Online Doctor OPMS system to accurately flag calls and messages, ensuring precise data collection.
• Allocate lab test results to patients and assist them in arranging relevant treatments as needed.
• Coordinate with pharmacies, labs, and GP surgeries to support patient care.· Report and address any operational or service-related issues impacting patient satisfaction.
• Investigate and resolve complaints received via multiple channels, including secure messaging.
• Oversee patient identity verification checks through an external partner.· Follow policies and procedures related to NHS partnerships.
• Serve as the 'voice of the customer' in business projects and expansion initiatives.
• Work cross-functionally with various departments to represent Online Doctor.
• Triage calls to other business areas as appropriate.

Experience and Qualifications
Essential

• 2+ years of call center and/or customer service experience.
• Proven experience handling customer complaints effectively.
• Energetic and empathetic communicator.
• Strong customer service skills with a commitment to first-contact resolution.· Excellent written and verbal communication skills.
• Proficiency in applications such as Outlook, Excel, Word, and MS Teams.
• Highly organized and self-motivated.
• Prior experience using CRM systems.

Desirable

• Degree-level education or equivalent.
• Experience in a healthcare setting.
• DBS clearance.

This role is ideal for those passionate about supporting patients and improving digital healthcare services in a collaborative, patient-centered environment.
Role Scope
This role profile is a written statement of the essential characteristics of the job, with its principal accountabilities, skills, knowledge, and experience required. This is not intended to be a complete detailed account of all aspects of the duties involved.
Job Type: Full-time
Pay: £25,000.00-£27,000.00 per year
Benefits:

• Company pension

Schedule:

• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• London: reliably commute or plan to relocate before starting work (required)

Work authorisation:

• United Kingdom (required)

Work Location: Hybrid remote in London