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Patient Care Agent
Oushk Pharmacy
·
2.3
Stockport SK4 1RS
£26,437 - £29,000 a year
Full-time
Apply now

Job details

£26,437 - £29,000 a year
Annual leave, Employee discount, Sick pay, Employee assistance programme, Paid volunteer time, Enhanced paternity leave
Full-time
Stockport SK4 1RS

Full job description

About Us

Oushk Pharmacy is one of the UK's fastest-growing online pharmacies, specialising in weight management, men's health, women's health, dermatology, smoking cessation, and lifestyle healthcare services.

Founded by healthcare professionals, we are committed to delivering exceptional patient care through personalised support, innovative healthcare solutions, and industry-leading customer service. Our mission is to improve lives through accessible healthcare, education, and long-term wellbeing support.

The Role

We are seeking a professional and friendly Patient Care Agent to join our team. The successful candidate will be able to provide excellent customer service. This role offers an opportunity to work in a supportive environment, contributing to the efficient delivery of our services. Prior office / administrative & community pharmacy experience is preferred, but full training will be provided for the right candidate.

Key Accountabilities

Patient service

  • Respond to patient enquiries by inbound call, email and other approved channels about their treatment journey, order status, delivery, redelivery, returns and the ordering process
  • Take ownership of each query, keeping the patient updated and following it through to a clear resolution within agreed service levels
  • Carry out identity and verification checks with patients, including video verification consultations where required
  • Handle patient concerns and complaints with empathy, in line with the complaints policy, including recognising and escalating dissatisfied or vulnerable patients

Investigation and resolution

  • Investigate order, delivery and process queries thoroughly, working with the dispensary, logistics partners and couriers to establish the facts
  • Identify root causes and recurring themes, and feed these back to the Head of Patient Experience to improve the patient experience

Working with the clinical team

  • Work closely with pharmacists and the clinical team to support patients with non-clinical queries, handing over promptly and with a clear summary where clinical input is needed
  • Never give clinical advice, interpret clinical information or comment on a patient's treatment decisions; stay within the boundaries of the role at all times
  • Escalate clinical, safety and safeguarding concerns immediately and in line with procedure, including adverse reactions, medicines errors and near misses

Governance, compliance and records

  • Record every interaction accurately, clearly and promptly in the CRM, in a way that another colleague could pick up and continue
  • Follow all SOPs, policies and regulatory requirements consistently, including patient confidentiality and data protection (UK GDPR)
  • Report incidents, near misses and complaints through the correct channels and take part in learning and improvement activity
  • Complete mandatory training on time, including safeguarding, information governance, complaints handling and equality and diversity
  • Support the evidence needed for GPhC and CQC inspections and audits by following processes and keeping accurate records

Key Competencies

  • Customer focus: puts the patient first, builds trust quickly and delivers a consistently high standard of service
  • Communication: clear, accurate and professional in writing and by phone, adapting tone and language to each patient
  • Empathy and patience: stays calm and caring with anxious, upset or frustrated patients
  • Problem solving and investigation: gathers facts, spots patterns and reaches well-reasoned resolutions
  • Ownership and accountability: follows every query through and does what they say they will do
  • Attention to detail: accurate in checks, records and information given to patients
  • Judgement and boundaries: knows what is and is not within the role and escalates at the right time
  • Integrity and confidentiality: handles sensitive health and personal information with care
  • Teamwork: works collaboratively with colleagues and clinicians in a fast-paced environment

Skills and Experience Required

Essential

  • Proven experience in a customer service role, with a track record of handling and resolving complex queries and complaints
  • Experience working in a regulated environment (for example pharmacy, healthcare, financial services or similar), with a good understanding of working within compliance rules and procedures
  • Excellent written and verbal communication skills
  • Demonstrated investigation and problem-solving skills
  • Accurate record keeping, with strong attention to detail
  • Confident using email, telephone and video platforms
  • Ability to follow structured processes
  • Ability to work as part of a team and under pressure in a fast-paced environment
  • Ability to multitask effectively and manage multiple projects in a busy environment
  • Maths and English GCSE grade C or above or equivalent
  • Successful candidates will be required to demonstrate their ability to work within guidelines, during competency-based interview

Desirable

  • Experience using CRM systems
  • Experience using telephony systems, including call handling and call recording
  • Knowledge of GPhC standards for registered pharmacies, CQC requirements or online pharmacy services
  • Experience supporting vulnerable patients, or training in safeguarding, complaints handling or information governance

Values and Behaviours

  • Professionalism and integrity
  • Resilience
  • Active listening and strong interpersonal skills
  • Compassion and respect for every patient
  • Taking responsibility and learning from feedback
  • Verbal and written communication skills

What We Offer

  • Competitive salary based on experience
  • Opportunity to join one of the UK's fastest-growing healthcare brands
  • Supportive, entrepreneurial and ambitious working environment
  • Staff discounts on Oushk products and services
  • Enhanced maternity, paternity and adoption leave
  • 25 days annual leave plus bank holidays
  • Enhanced company sick pay
  • Employee Assistance Programme
  • Paid days leave for volunteering

If you think you have what we are looking for, we welcome your application and look forward to speaking to you soon!

Salary - dependent on experience.

The hours of work for this role is Monday - Friday 9am - 5pm with regular Saturday working.

We are an equal opportunities employer and welcome applications from all backgrounds. If you require any reasonable adjustments during the recruitment process, please let us know so we can support you.

Job Type: Full-time

Pay: £26,437.00-£29,000.00 per year

Application question(s):

  • Do you have previous office / administrative experience?
  • Do you have the ability to multitask effectively in a busy environment?
  • Do you have previous experience of working front of house and / or working within a customer service team?
  • Do you have experience of working in a regulated environment?
  • Do you have Maths and English GCSE level C or above or equivalent?
  • Please tell us how you heard about this vacancy. If you were referred by an employee of the organisation, please provide their name.

Work authorisation:

  • United Kingdom (required)

Work Location: In person

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