Patient Advisor, Customer Service

• Answer inbound calls and respond to secure patient messages
• Support patients with healthcare queries throughout their healthcare journey
• Review BMI checks and complete patient eligibility tasks
• Carry out patient identity verification checks
• Allocate laboratory results and support treatment journeys
• Liaise with pharmacies, laboratories and GP surgeries
• Investigate and resolve patient concerns and complaints
• Deliver a discreet, responsive and efficient patient service
• Prioritise patient safety and maintain high standards of care
• Manage high volumes of enquiries via telephone and secure messaging
• Aim for first-contact resolution
• Use secure internal messaging systems for patient communications
• Operate the Online Doctor Patient Management System to record, categorise and manage interactions
• Identify, report and help resolve operational or service issues
• Adhere to policies, procedures and governance requirements relating to NHS partnerships
• Act as the voice of the patient in business projects and service development initiatives
• Collaborate across departments to represent and support Online Doctor
• Triage and direct enquiries to appropriate teams

Requirements

• Proven experience in a customer service environment
• Experience handling customer complaints professionally and effectively
• Strong written and verbal communication skills
• High accuracy and attention to detail
• Strong organisational and prioritisation skills
• Ability to manage competing demands in a fast-paced environment
• Ability to work independently and as part of a team
• Empathetic, positive and engaging communication style
• Strong customer service focus and commitment to first-contact resolution
• Proficiency in Microsoft Office, including Outlook, Excel, Word and Teams
• Previous experience using CRM systems
• Initiative, drive and a proactive approach
• Ability to work Tuesday to Saturday
• Ability to work hybrid, 2-3 days per week in the Central London office
• Applicants must prove they have the right to live in the UK
• Successful applicants must undergo a DBS check

Core Competencies

Demonstrates strong customer service skills with a focus on first-contact resolution, effective communication, and the ability to manage patient inquiries efficiently. Proficient in using CRM systems and Microsoft Office tools to support patient interactions and maintain high standards of care.

Highest-signal resume keywords

• Customer Service Experience
• Complaint Resolution
• Microsoft Office Proficiency
• CRM System Experience
• Attention to Detail

ATS Optimization Keywords Hard Skills

• Patient Identity Verification
• BMI Checks Review
• Laboratory Result Allocation
• Online Doctor Patient Management System
• Secure Messaging Systems

Soft Skills

• Strong Communication Skills
• Organisational Skills
• Empathetic Communication
• Proactive Approach
• Team Collaboration

Certifications & Qualifications

• DBS Check

Industry Keywords

• NHS Partnerships
• Patient Safety
• Healthcare Queries
• First-Contact Resolution
• Patient Service

Tools & Technologies

• Microsoft Outlook
• Microsoft Excel
• Microsoft Word
• Microsoft Teams