Patient Relation & Support Executive

Patient Relation & Support Executive

The Patient Relation & Support Executive will be focused on supporting patients on the Sleep Support Service on behalf of our NHS and private healthcare customers within a fast paced, high volume contact center environment. Providing accurate, relevant and timely advice for their query.

The Sleep Support Executive will be expected to maintain a polite, courteous and professional manner whilst dealing with enquiries and processing orders within a fast paced team. The hours for this role are on a rota basis between the hours of 8am and 7pm.

Your role:

• Act as a key point of contact on behalf of our NHS and private customers, communicating directly with patients, carers and internal stakeholders.
• Handle a high volume of enquiries received via telephone, email, SMS and internal systems, ensuring timely, accurate and professional responses.
• Provide clear, appropriate advice and support to patients, always representing our NHS customers to the highest standard.
• Process product orders, including time critical and urgent requests, ensuring accuracy and adherence to agreed service levels.
• Log, manage and resolve customer complaints in line with company procedures and NHS customer expectations.
• Maintain exceptional attention to detail when documenting interactions, processing orders and updating patient records.
• Maintain full, up to date knowledge of sleep therapy products, services and associated conditions, actively participating in training.
• Accurately update patient and order information across systems (Sleep Support Portal, SAP, Care Orchestrator) on a daily basis.
• Use Microsoft Office applications (Outlook, Word, Excel) confidently for communication, tracking and reporting.
• Work collaboratively with internal departments to ensure seamless patient support and resolution of queries.
• Maintain a calm, empathetic and professional approach at all times within a fast paced contact centre environment.

You're right for this role if:

• You have experience working in a high volume contact center, customer service or patient support environment.
• You are comfortable communicating with patients on behalf of NHS customers, understanding the importance of professionalism, sensitivity and compliance.
• You have proven experience in order processing, including managing urgent or time critical requests.
• You demonstrate exceptional attention to detail and understand the importance of accuracy in a healthcare setting.
• You have previous experience working in a healthcare or medical services environment (highly desirable).
• You are proficient in Microsoft Outlook, Word and Excel and comfortable working with multiple systems.
• You have strong written and verbal communication skills and can manage enquiries across multiple channels.
• Experience with SAP or similar patient/CRM systems is advantageous.