About

As an outstanding supplier of specialised nursing services to the NHS and Pharmaceutical sector, our nurses have assisted patients in over 6,500 clinics and 25 Hospital Trusts.

In light of our team's expansion, we are recruiting two Client Communication Co-ordinators to join us. Bring your expertise, talents and experience to assist us to provide exemplary healthcare services.

Project Specific Support

To engage and onboard GP practices and NHS regions (from a pre-determined list) which would benefit from Nurse Specialist support. This will involve contacting GP practices and health communities throughout the UK, via telephone, email and Microsoft Teams, to discuss and explain the benefits that this new service would bring to their patients.

Work in conjunction with the appointed lead of the practice or locality, to guarantee the prompt completion of service documentation and practice onboarding, finalising arrangements of the initial setup day with an NSHI Nurse Specialist

Bonus payments will be dependent upon successful achievement of key metrics.

Additional Duties:

Practice Support (Appointment booking)

Accurately and securely deliver practice support within NSHI’s services through contacting patients by telephone, to encourage attendance at a clinical review in line with practice request.

This will involve contacting patients who have failed to either respond to their invitation letter (DNR) or have failed to attend a booked review appointment (DNA).

This activity will help practices improve the percentage of patients attending the review clinics and allow their individual care to be optimised in line with the relevant national disease and/or locality guidelines. This intervention can ultimately lead to improved patient outcomes and reduced budgetary spend for NHS localities.

Practice Support (Remote Review Services)

Supporting NSHI’s remote review services through the accurate and secure management of the required Calling Lists, Data Capture Sheets, Clinical Consultation Sheets, Summary Reports and Practice Reports.

All activities require all patient identifiable data to be kept secure at all times and the team to adhere to all SOPs and process in place.

Key Roles and Responsibilities:

• Engage with selected GP practices and healthcare localities across the UK
• Communicate the key features of the service, its delivery and the benefits to patients and the NHS
• Follow up potential leads / customers in a timely and professional manner
• Capture key data to assess metrics in relation to service demand
• Work on projects autonomously as dictated by the business
• Increase the percentage of patients who attend NSHI nurse led clinics
• Deliver an agreed script to patients to encourage their attendance at clinic
• Capture key data to assess metrics in relation to call volume, volume of calls per patient, the success rate, time of calls, duration of calls to establish most effective model and contact strategy
• Co-ordinate clinic availability between the NSHI nurse team and individual practices to provide a convenient clinic slot to patients who request a clinical review
• Deliver a flexible and adaptable service which meets local customer/client needs
• Support NSHI’s remote review services through the accurate and timely implementation of all SOPS
• Support the ongoing work of Client Communication Centre including scheduling services, diary dates, summary sheets and completion of documentation
• Work on additional projects as dictated by the business

Key Competencies:

• Highly motivated and target-driven with a proven track record of success
• Proven experience of achieving key metrics
• Driven, determined and tenacious with good attention to detail
• Enthusiasm and energy to thrive in a commercial environment
• Exceptional negotiation, communication and inter-personal skills
• Confident presentation skills
• Confident and assertive telephone manner
• Robust verbal and written communication skills
• Excellent IT literacy including Microsoft Office packages
• Problem solver/ critical thinker
• Prioritising, time management and organisational skills
• Previous use of CRM system (Salesforce or similar)
• Previous experience of remote working (desirable but not essential)
• Experience in the pharmaceutical sector or general practice (desirable but not essential)
• Can work under own initiative
• Acts with integrity and as a credible ambassador for NSHI, ensuring effective delivery of customer service, quality standards and targets through team working
• Adjust quickly to changing circumstances, communicating effectively, contributing constructively and remaining focused under pressure
• Customer focused
• Maintain knowledge and understanding of the ABPI Code of Practice
• Willing to undertake any duties within capability, as and when required
• Undertake any training needs which have been identified by self or others to improve knowledge and understanding to support continuous development within the role
• Ability to follow processes / workflows
• Educated to A-level or equivalent

Hybrid with the option for some remote work (Candidates must be located within 1 hour travelling distance to our Head Office in Swaffham, PE37).

Job Types: Full-time, Permanent

Pay: £25,000.00-£27,000.00 per year

Benefits:

• Company events
• Company pension
• Employee discount
• Health & wellbeing programme
• Referral programme
• Store discount
• Work from home

Schedule:

• Monday to Friday
• No weekends

Work authorisation:

• United Kingdom (required)

Work Location: Hybrid remote in Swaffham PE37 7XD