Patient Services Therapy Coordinator

Location: Burton On Trent

Contract: Temporary Ongoing

Pay Rate: £13.45 per hour

Hours: Full Time, rotating shifts between 8:00am and 8:00pm, including occasional Saturdays

Role Overview

We are recruiting Patient Services Therapy Coordinators to join a busy healthcare administration and customer service team.

The role requires candidates to provide administrative and customer support to patients, clinicians and internal departments. Successful candidates will manage enquiries, maintain accurate records, process documentation and ensure patients receive an efficient and professional service throughout their treatment journey.

This is a high-volume, fast-paced environment requiring strong communication skills, attention to detail, IT literacy and the ability to work to service level agreements (SLAs).

Key Responsibilities

• Handle inbound and outbound telephone calls.
• Respond to enquiries received via email and online systems.
• Provide professional and empathetic support to patients.
• Accurately update and maintain patient records.
• Complete administrative tasks including data entry and document processing.
• Process confidential and sensitive information in accordance with data protection requirements.
• Work within established service level agreements (SLAs) and performance targets.
• Liaise with clinicians, patients and internal departments to resolve queries.
• Ensure all information is recorded accurately and in a timely manner.
• Follow company policies, procedures and compliance requirements.
• Support a positive patient experience from enquiry through to resolution.

Essential Requirements

Applicants should demonstrate experience in most or all of the following areas:

Customer Service

• Previous customer service experience.
• Experience handling telephone enquiries in a professional manner.
• Ability to resolve customer queries efficiently.
• Strong verbal and written communication skills.
• Experience working in a high-volume environment.

Administration

• Experience carrying out administrative duties.
• Accurate data entry and record management experience.
• Ability to manage confidential information.
• Good organisational skills and attention to detail.
• Experience processing documentation and maintaining records.

IT Skills

• Competent user of Microsoft Office, including Outlook, Word and Excel.
• Experience using databases, CRM systems or internal management systems.
• Ability to learn new systems quickly.

Personal Attributes

• Professional and customer-focused approach.
• Empathetic and patient when dealing with customers.
• Strong attention to detail.
• Reliable and adaptable.
• Able to manage multiple priorities.
• Ability to work independently and as part of a team.
• Willingness to work rotating shifts and occasional Saturdays.

Desirable Experience

Applications will be particularly strong if candidates can demonstrate experience in one or more of the following:

• Healthcare administration.
• Patient services.
• NHS or private healthcare settings.
• Contact centre environments.
• Medical bookings or appointment scheduling.
• Healthcare compliance and data protection processes.
• Customer support within regulated industries.

Candidate Profile

The ideal candidate will have:

• At least 12 months' experience in customer service, administration, contact centre or patient support roles.
• Experience handling incoming and outgoing telephone calls.
• Experience working with confidential information.
• Strong computer literacy and experience using multiple systems simultaneously.
• A proven ability to meet deadlines, targets or service standards.
• Evidence of providing excellent customer service and maintaining accuracy under pressure.

Employee Benefits

• 25 days annual leave plus bank holidays.
• Pension scheme.
• Private medical cover (subject to eligibility).
• Life assurance.
• Employee discounts platform.
• Learning and development opportunities.
• Employee referral scheme.
• Paid volunteering day.
• Company events and employee engagement activities.

Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.