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For Companies At a Glance
- Tasks: Support patients through their treatment journey with excellent customer care.
- Company: Join Boots Online Doctor, a leader in digital healthcare innovation.
- Benefits: Enjoy flexible working, generous discounts, and a supportive benefits scheme.
- Why this job: Be part of a dynamic team making a real impact in healthcare.
- Qualifications: Customer support experience and strong communication skills are essential.
- Other info: Hybrid work model with opportunities for part-time roles available.
The predicted salary is between 30000 - 42000 £ per year.
We are looking for a Patient Support Team Specialist to join our growing team at Boots Online Doctor. This is a full-time hybrid (3 days in office and 2 days working from home) vacancy within our London office based in vibrant Angel, Islington.
About the role
Working within this fast paced team, you will be the face of Boots Online Doctor to our patients, supporting them before, during and after their treatment journey by answering queries and providing customer care excellence at all times. This will involve liaising with our patients, clinical team and Boots pharmacies as well as supporting other operational activities.
As a Patient Support Specialist you will thrive on delivering the highest quality support whether via phone, message or webchat. You will also be a curious investigator, who can get stuck into technical problem solving whilst listening to concerns with empathy. We support our customers 7 days a week and your shift patterns will be rota-based, typically 4 weekdays and 1 weekend shift (either Saturday or Sunday). Shifts will be between 8am and 8pm however current working hours are between 8am-6pm.
In a time when the health system is under immense pressure, we are growing fast to innovate and redefine how patients receive care digitally. Join us at this exciting moment as you take your next career step.
What you'll need to have
- Solid experience providing customer support or call centre experience;
- Strong written and verbal communication skills;
- Address the root causes of issues, take the appropriate corrective actions, and develop/improve on current processes;
- Understand key drivers to increase customer satisfaction - both in terms of quality and on-time delivery;
- Ability to make clear suggestions for further investigative steps to help quickly home in on root causes of network issues and resolve the problem;
- Strive to WOW our patients and your teammates by going above and beyond every day;
- Minimum of an FTTC connection with internet speeds of 20Mbps download and 5Mbps upload.
It would be great if you also have
- Experience in a tech start-up/scale-up.
- Experience or knowledge of the NHS, healthcare, or healthtech industry.
Our benefits
- Boots Retirement Savings Plan
- Discretionary annual bonus
- Generous employee discounts
- Enhanced maternity/paternity/adoption leave pay and gift card for anyone expecting or adopting a child
- Flexible benefits scheme including holiday buying, discounted gym membership, life assurance, activity passes and more.
- Access to free, 24/7 counselling and support through TELUS Health, our Employee Assistance Programme.
We have a great range of benefits in addition to the above that offer flexibility to suit you - find out more at boots.jobs/rewards.
Why Boots
At Boots, we foster a working environment where consideration and inclusivity help everyone to be themselves and reach their full potential. We are proud to be an equal opportunity employer, passionate about embracing the diversity of our colleagues and providing a positive and inclusive working environment for all. As the heart of everything we do at Boots, it's with you, we change for the better.
What's next
Where a role is advertised as full-time, we are open to discussing part-time and job share options during the application process. If you require additional support as part of the application and interview process, we are happy to provide reasonable adjustments to help you to be at your best.
This role requires the successful candidate to complete a Pre-employment check after receiving an offer. Depending on your location you will be asked to submit either a DBS (Disclosure & Barring Service), PVG (Protection of Vulnerable groups) or an Access NI Check.
Boots is a Ban the Box employer and will consider the suitability of applicants with criminal convictions on a case-by-case basis.
Contact Detail:
BOOTS Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Patient Support Team Specialist - Customer Care - Boots Online Doctor
✨Tip Number 1
Familiarise yourself with the Boots Online Doctor services and the healthcare landscape. Understanding their offerings will help you engage more effectively during interviews and demonstrate your genuine interest in the role.
✨Tip Number 2
Practice your communication skills, especially in a customer support context. Since you'll be interacting with patients and clinical teams, being able to convey empathy and clarity is crucial for this position.
✨Tip Number 3
Showcase your problem-solving abilities by preparing examples of how you've addressed customer issues in the past. Highlighting your investigative skills can set you apart from other candidates.
✨Tip Number 4
Be ready to discuss your flexibility regarding shift patterns. Since the role requires working weekends and varied hours, demonstrating your willingness to adapt can make a positive impression on the hiring team.
We think you need these skills to ace Patient Support Team Specialist - Customer Care - Boots Online Doctor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support or call centre roles. Emphasise your strong communication skills and any experience you have in the healthcare or healthtech industry.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for providing excellent customer care. Mention specific examples of how you've gone above and beyond in previous roles to enhance customer satisfaction.
Showcase Problem-Solving Skills: In your application, provide examples of how you've addressed root causes of issues in past positions. Highlight your ability to investigate and resolve problems effectively, as this is crucial for the role.
Research Boots Online Doctor: Familiarise yourself with Boots Online Doctor's services and values. Understanding their mission will help you align your application with their goals and demonstrate your enthusiasm for joining their team.
How to prepare for a job interview at BOOTS
✨Show Your Customer Care Skills
As a Patient Support Team Specialist, you'll be the face of Boots Online Doctor. Make sure to highlight your experience in customer support and how you've gone above and beyond to help customers in previous roles.
✨Demonstrate Empathy and Problem-Solving
This role requires you to listen to patient concerns with empathy while also being a curious investigator. Prepare examples of how you've effectively addressed customer issues and what steps you took to resolve them.
✨Familiarise Yourself with the Healthcare Sector
Having knowledge of the NHS or healthtech industry can set you apart. Brush up on current trends and challenges in digital healthcare to show your genuine interest in the field during the interview.
✨Be Ready for Shift Pattern Questions
Since the role involves rota-based shifts, be prepared to discuss your availability and flexibility. Show that you're willing to adapt to the needs of the team and the patients, especially during weekends.
