Senior Patient Support Specialist

Contract: Permanent

Closing date: Friday 16th January

Recruitment Partner: Shannon Linton

We are looking for a Senior Patient Support Specialist to join our growing team at Boots Online Doctor, full time within our London offices based in vibrant Angel, Islington.

About the role

This is not your average contact centre role. An ideal candidate is someone who thrives in a fast-paced environment, works well within a team and is passionate about what they do. You should enjoy working in a target driven environment where you will be rewarded through a performance bonus for delivering an exceptional patient experience. Excellent interpersonal and communication skills are key; both when interacting with our patients, as well as with fellow team members. We're looking for an enthusiastic person that can work at speed and to KPIs without compromising on the quality of experience they deliver to the customer.

Key responsibilities

• Report to one of our Patient Support Team Managers.

• Act as a point of escalation for complex issues.

• Triage, handle and resolve complex complaints, liaising with our internal clinical and governance teams.

• Coach the team on contact centre best practice and objection handling.

• Collaborate with Team Managers to drive performance by contributing to our quality assurance programme, team meetings, and recruitment.

• Analyse team performance, identify areas of improvement using Looker (our data analytics tool).

• Support PST Managers with workforce planning.

• Taking ownership of processes and suggesting ways to work better.

In addition, you will also support our patients:

• Handling incoming contacts from our patients (phone and messaging), while maintaining a fast response time, resolving queries within the first contact and maintaining excellent quality. - Provide our patients with a friendly and efficient personalised service to deliver an exceptional experience. - Assist our patients by answering their questions and helping them navigate our website and their accounts.

• Collaborate with teammates to handle daily tasks timely and efficiently with a friendly, can-do attitude.

• Support our patients with account issues and set a high bar by solving them quickly.

• Connect our patients with our clinicians and our partner pharmacists to make sure our patients' requests are being answered by the right expert.

• Help any of our partner pharmacies navigate through the online patient records system, including password resets

• Always maintain data security to protect our patients' privacy.

• Ensure you follow SOPs and stay up to date with these changes.

• Look for opportunities to improve on the processes, tools and ways of working so we can stay best in class.

What you'll need to have

• You have experience coaching and supporting junior members of staff.

• You have experience in a similar contact centre environment.

• Working within telemedicine/ online healthcare industry is essential.

• Have a proven track record of delivering excellent patient/customer service.

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 option to buy additional holiday, discounted gym membership, life assurance, activity passes and much 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 . Exclusions may apply, eligible roles only. Please note, any salary estimates given on third-party sites are not provided or endorsed by Boots and may not be accurate.

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, 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.