We are recruiting for 1 x permanent role to work Thursday, Friday, Saturday, Sunday and Monday (5 days, 37.5hrs per week)

About LloydsPharmacy Online Doctor

LloydsPharmacy Online Doctor brings over 20 years of expertise in pioneering Digital Health, providing medical consultations online. Our mission is to excel in delivering personalised and accessible healthcare at scale. Our technology forms the foundation of our digital consultations for patients and decision-making tools for doctors.

Role Purpose

You will play a key role in advancing digital healthcare transformation, ensuring that patients receive safe, efficient, and high-quality service in a dynamic, evolving environment. Initially office-based for a 6-8 week training period Monday to Friday, this position will transition to hybrid/remote working once training is complete. After training, your regular schedule will be Thursday to Monday.

Key Responsibilities

• 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.

Experience and Qualifications
Essential:

• 2+ years of call centre and/or customer service experience.
• Proven experience handling customer complaints effectively.
• Energetic and empathetic communicator.
• Strong customer service skills with a commitment to first-contact resolution.
• Excellent written and verbal communication skills.
• Proficiency in applications such as Outlook, Excel, Word, and MS Teams.
• Highly organized and self-motivated.
• Prior experience using CRM systems.

Desirable

• Experience in a healthcare setting.
• DBS clearance (this will be achieved prior to starting with us if successful).

This role is ideal for those passionate about supporting patients and improving digital healthcare services in a collaborative, patient-centred environment.