About Lloyds Pharmacy Online Doctor
Lloyds Pharmacy Online Doctor has over 20 years of experience in leading the way in Digital Health, offering medical consultations over the internet. Our mission is to achieve excellence in delivering personalised and accessible healthcare at scale. Our algorithms are the basis of our patient-facing digital consultations and doctor-facing decision-making tool.
Role Purpose
As a Senior Patient Support Advisor, you will be part of our Senior team within the Patient Support department, ensuring a first-class service is consistently delivered to patients while prioritising their safety. As the voice of the patient and the brand, you will provide coaching and development insights to all Patient Advisors, motivating them to excel. You will also oversee the monthly audits, identifying improvements in processes and ways of working while recognising team achievements. In addition to your senior responsibilities, you will provide direct patient support via phone and messages as required, working with internal and external partners such as labs, delivery carriers, and pharmacies to guarantee a seamless service. Your role is pivotal in driving digital healthcare transformation, ensuring safe, effective, and patient-centered care in a dynamic and fast-changing environment.
Monday to Friday 8:45-5:15 with the occasional Sundays (on a rotational basis)
Key Responsibilities
Monthly Audits:
Take ownership of the team's monthly audits, providing individual feedback to advisors and delivering an overall performance summary from the previous month to the support team and wider business.
Training & Development:
Provide refresher training to team members as needed and collaborate with Team Leaders to ensure that working process knowledge is maintained at a high level.
Process Improvements:
Regularly review and update Standard Operating Procedures (SOPs) and create awareness tests for the team to support process changes.
Support Hub Management:
Take ownership of the Support Hub, ensuring up-to-date resources and information are available for the wider support team.
Meetings & Governance:
Regularly attend weekly Quality & Compliance (Q&C) meetings as well as quarterly Clinical Governance meetings to stay informed and contribute to ongoing improvements.
Leadership & Collaboration:
As a senior team member, you will set the standard and lead by example, working independently from the Senior Advisor while providing mutual role cover when necessary.
Patient Care & Safety:
Ensure the highest standards of care and patient safety are upheld, delivering a discreet and efficient service to patients in a fast-paced, energized team environment.
Escalation Point:
Act as the first point of escalation for any patient complaints or disputes, resolving issues efficiently and maintaining patient satisfaction.
Patient Interaction:
Handle a high volume of patient queries, ensuring each interaction is met with professionalism and empathy.
Experience and Qualifications
Essential:

• Proven experience in a patient support or customer service role.
• Strong leadership, coaching, and mentoring abilities with a focus on developing team members.
• Excellent communication and interpersonal skills to manage patient interactions and collaborate with internal and external partners.
• Ability to work independently and to tight deadlines.
• Ability to handle unsociable hours (Sunday rotation included in working schedule).
• High attention to detail and a proactive approach to continuous improvement.

Desirable:

• Experience in quality auditing, preferably in relation to a customer support team.
• Experience working at a senior level.
• Experience in digital healthcare services or familiarity with healthcare compliance and governance.
• A strong understanding of patient safety protocols and healthcare processes.

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 Types: Full-time, Permanent
Pay: £28,000.00-£32,000.00 per year
Benefits:

• Employee discount
• Private medical insurance

Schedule:

• Monday to Friday
• Weekend availability

Work authorisation:

• United Kingdom (required)

Work Location: Hybrid remote in London