Working Pattern: Monday to Friday, fully onsite
Make a difference every day.
At Independence Products, the products and services we provide help bring greater dignity, independence and quality of life to others.
We're looking for a Patient Services Advisor to join our team and play an important role in supporting patients throughout their journey with IPL. You'll be a key point of contact for patients, helping to ensure enquiries, referrals and prescriptions are managed accurately, efficiently and with care.
Working closely with our Prescription Services Supervisor, you'll be responsible for managing the prescription inbox, making and receiving patient calls, following up on outstanding prescriptions and supporting the conversion of referrals into prescriptions. You'll also liaise with patients, clinical teams, GP surgeries and other healthcare professionals to resolve queries, gather information and keep things moving.
This is a varied, patient-focused role where strong organisation, attention to detail and a friendly, professional approach are essential. If you enjoy helping people, building positive relationships and making sure things get done, this could be a great opportunity to make a real difference.
What you'll be doing
- Make outgoing calls to patients to provide updates, gather information and follow up on outstanding prescriptions and referrals.
- Answer incoming calls promptly and professionally, responding to patient and general enquiries in a friendly and helpful manner.
- Provide patients with clear and accurate information about their referrals, prescriptions, orders and any outstanding requirements.
- Monitor and manage the prescription inbox, ensuring emails, requests and queries are actioned promptly.
- Follow up on outstanding prescriptions, working with relevant parties to resolve delays and obtain any missing information.
- Support the conversion of referrals into prescriptions, ensuring information is processed accurately and within required timescales.
- Register new patients and ensure their details are accurately recorded and kept up to date.
- Handle patient queries sensitively and professionally, escalating more complex matters where appropriate.
You'll need:
- Previous experience in a Customer Service, Patient Services or similar customer-facing role.
- Excellent verbal and written communication skills, with the confidence to speak to patients and healthcare professionals.
- The ability to manage competing priorities, work to deadlines and keep on top of outstanding tasks.
- A professional and empathetic approach when dealing with patients, including handling sensitive queries.
- A genuine commitment to delivering a helpful, responsive and patient-focused service.
Previous experience within the healthcare sector would be advantageous. We'd particularly welcome applications from people who have worked in a pharmacy, GP surgery, clinical or patient services environment.
Experience using Optum (formerly EMIS), electronic prescription services or NHS systems would also be beneficial, as would experience managing referrals or supporting the coordination of patient care.
You’ll be joining a team where what you do genuinely matters. At IPL, our work is centred around patients, and the service we provide plays an important part in helping people maintain their independence and quality of life.
We're proud of our approachable culture, where people work collaboratively, support one another and have the opportunity to make a real contribution. We believe in developing our people, providing opportunities to learn new skills and encouraging everyone to take ownership of their role.
If you're a naturally organised and approachable person who enjoys helping others and takes pride in delivering a great service, we'd love to hear from you.
Safeguarding & DBS Checks
As this role involves direct contact with patients, safeguarding is an important part of our commitment to protecting vulnerable individuals and ensuring their safety and wellbeing.
The successful candidate will be required to undertake an appropriate Disclosure and Barring Service (DBS) check, in line with the requirements of the role. We are committed to maintaining a safe and supportive environment for everyone we work with.
At Independence Products, we are committed to creating an inclusive workplace where everyone is treated fairly and with respect. We welcome applications from people of all backgrounds, experiences and abilities and are committed to equality of opportunity throughout our recruitment process.
