Customer Service Coordinator (Patient Services)

This is where your work makes a difference.

At Baxter, we believe every person—regardless of who they are or where they are from—deserves a chance to live a healthy life. It was our founding belief in 1931 and continues to be our guiding principle. We are redefining healthcare delivery to make a greater impact today, tomorrow, and beyond.

Our Baxter colleagues are united by our Mission to Save and Sustain Lives. Together, our community is driven by a culture of courage, trust, and collaboration. Every individual is empowered to take ownership and make a meaningful impact. We strive for efficient and effective operations, and we hold each other accountable for delivering exceptional results.

Here, you will find more than just a job—you will find purpose and pride. 

SUMMARY

This role will coordinate the prescription management process, patient stock levels for medical & ancillary products, process orders for delivery to home patients, and undertake patient account management in line with standard operating procedures, service specifications, and operational KPIs (under the supervision & direction of the Responsible Pharmacist).

Location: Cheadle

Hours: Site based, Monday - Friday 8:00 - 16:00 and 10:00 - 18:00 on rotation

Key Accountabilities

· Respond to inbound calls and initiate outbound calls/email correspondence (including shared inbox management) to patients & customers to process stock orders and resolve patient queries.

· Activate new patients onto the service and coordinate the installation delivery in line with customer requirements.

· Accurately enter prescriptions and directions on the Patient Management System.

· Process patient orders (including charge orders) accurately on the Patient Management System as advised by the patient’s prescription.

· Organise collections and process sales returns within the allocated timeframes.

· Manage the administration (e.g., tracking, filing, requesting, archiving) of records in an accurate and timely manner.

· Maintain patient confidentiality at all times

· Report and escalate system inaccuracies to the Patient Services Team Leader.

· Accurate dispensing – this will include timely reporting of near misses and dispensing errors

· Accurate and timely complaint recording into the complaints management system.

· Escalate clinical queries and patient safety incidents to the Responsible Pharmacist/Responsible Person within the defined timeframes.

ESSENTIAL CRITERIA

Qualifications

· Dispensing Assistant Qualification or equivalent (minimum of Regulated Qualifications Framework Level 2 as defined in GPhC guidance) or wiliness to complete the course through on the job training.

Experience

· Extensive experience in customer service or patient-centric roles

· In-depth experience is using customer relationship management systems

· Previous experience of working in a pharmacy/healthcare setting would be advantageous

· Successful experience of demonstrating strong administration skills in high volumes

Skills

· Strong verbal and written communications skills (e.g. professional telephone manner) including with senior stakeholder

· Strong conflict resolution skills

· High attention to detail

· Strong IT proficiency (including Microsoft Office)

· Excellent organisational & prioritisation skills in a demanding environment

· Process-driven

· Strong collaboration skills within teams and across teams

· Comfortable with managing and handling data/reporting

Knowledge

· Good working knowledge of healthcare products and services will be trained to you but prior knowledge would be advantageous

· Good knowledge of good practice of applying customer service skills

· Awareness of NHS structures (e.g. clinical teams, Trusts etc) and NHS frameworks would be advantageous

What are some of the benefits of working at Baxter?

• Competitive total compensation package
• Professional development opportunities
• High importance placed on work life balance

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Equal Employment Opportunity

Baxter is an equal opportunity employer. Baxter evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.

Reasonable Accommodations

Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please click on the link here and let us know the nature of your request along with your contact information.

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