• Deliver a discreet, responsive, and efficient service to patients.• Prioritize patient safety and uphold the highest standards of care.• Collaborate as part of a fast-paced, high-energy team.• Manage high volumes of patient inquiries with accuracy and empathy.• Confidently engage with patients over the phone, focusing on first-contact resolution.• Use the secure internal messaging system as the primary communication tool for patient responses.• Operate the bespoke Online Doctor OPMS system to accurately flag calls and messages, ensuring precise data collection.• Allocate lab test results to patients and assist them in arranging relevant treatments as needed.• Coordinate with pharmacies, labs, and GP surgeries to support patient care.• Report and address any operational or service-related issues impacting patient satisfaction.• Investigate and resolve complaints received via multiple channels, including secure messaging.• Oversee patient identity verification checks through an external partner.• Follow policies and procedures related to NHS partnerships.• Serve as the ‘voice of the customer’ in business projects and expansion initiatives.• Work cross-functionally with various departments to represent Online Doctor.• Triage calls to other business areas as appropriate.
Requirements
- Experienced in customer service with at least 2 years in a call center or customer facing role.
- Confident communicator who thrives on resolving patient queries over the phone and via secure messaging.
- Empathetic and energetic personality with a strong commitment to delivering first-contact resolution.
- Organised and self-motivated, able to manage high volumes of patient interactions with precision and care.
- Tech-savvy with solid skills in Outlook, Excel, Word, MS Teams, and CRM systems.
- Healthcare-aware — prior experience in a medical or digital health setting is a plus.
- Detail-oriented problem solver who can investigate complaints and support operational improvements.
- Team player ready to collaborate across departments and represent the voice of the patient in business initiatives.
ATS Optimization KeywordsBelow are skills and terms extracted directly from this job posting to improve Applicant Tracking System (ATS) visibility. This unique feature helps candidates tailor their applications more effectively — a feature exclusive to JobTailor job listings.
Hard Skills
- customer service
- first-contact resolution
- data collection
- patient identity verification
- complaint investigation
- operational improvements
Soft Skills
- empathy
- communication
- organization
- self-motivation
- team collaboration
- problem solving
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