Coordinator, Patient Services

This is where your work makes a difference. At Baxter, we believe every person—regardless of who they are or where they are from—deserves a chance to live a healthy life. It was our founding belief in 1931 and continues to be our guiding principle. We are redefining healthcare delivery to make a greater impact today, tomorrow, and beyond. Our Baxter colleagues are united by our Mission to Save and Sustain Lives. Together, our community is driven by a culture of courage, trust, and collaboration. Every individual is empowered to take ownership and make a meaningful impact. We strive for efficient and effective operations, and we hold each other accountable for delivering exceptional results. Here, you will find more than just a job—you will find purpose and pride.

Summary

This role will coordinate the prescription management process, patient stock levels for medical & ancillary products, process orders for delivery to home patients, and undertake patient account management in line with standard operating procedures, service specifications and operational KPIs (under the supervision & direction of the Responsible Pharmacist).

Hours:
Monday to Friday - Shift rotation 8:30 to 16:30 / 9:30 - 17:30

Location:
The role will be initially hybrid based in Northampton before moving to a home-based role in 2027.

Key Accountabilities

• Respond to inbound calls and initiate outbound calls/email correspondence (including shared inbox management) to patients & customers in order to process stock orders and resolve patient queries.
• Activate new patients onto the service and coordinating the installation delivery in line with customer requirements.
• Accurately enter prescriptions and the directions on the Patient Management System.
• Process patient orders (including charge orders) accurately on the Patient Management System as directed by the patient’s prescription.
• Organise collections and process sales returns within the allocated timeframes.
• Manage the administration (e.g. tracking, filing, requesting, archiving) of physical & electronic pharmacy records including patient prescriptions in an accurate and timely manner.
• Report and escalate system inaccuracies to the Customer Service & Patient Services Supervisor.
• Liaise with third-party partners (e.g. transport, nursing, technical services) to facilitate and deliver patient treatments.
• Coordinate the back-order management process including communicating with patients & pharmacists, liaising with third-party partners and updating the system.
• Support the resolution of customer invoice queries to enable payment of services provided.
• Record patient complaints and incidents immediately on the Complaint Management System and investigate where appropriate.
• Escalate clinical queries and patient safety incidents to the Responsible Pharmacist within the defined timeframes as per the Communications Standard Operating Procedure.