Pharmacy2U
Patient Advisor (Customer Service)
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Join our Patient Support team and play an important role in helping patients access safe, convenient healthcare through one of the UK's leading digital health providers.
As a Patient Advisor, no two days are the same. You'll support patients throughout their healthcare journey by responding to incoming calls and secure messages, providing guidance, resolving queries, and ensuring every interaction is handled with empathy, professionalism, and care.
Alongside customer support, you'll complete a variety of healthcare administration tasks, including reviewing BMI checks for our medicated weight loss service, carrying out patient identity verification, allocating laboratory results, and working closely with doctors, pharmacies, laboratories, and GP surgeries to help deliver the best possible patient experience.
This is a fast-paced role where you'll need to balance multiple priorities while maintaining exceptional attention to detail. If you enjoy solving problems, helping people, and working as part of a supportive team, this could be the perfect opportunity for you.
Typical responsibilities include:
- Answering inbound calls and responding to secure patient messages.
- Supporting patients with a wide range of healthcare queries.
- Reviewing BMI checks and completing patient eligibility tasks.
- Carrying out identity verification checks.
- Allocating laboratory results and supporting treatment journeys.
- Liaising with pharmacies, laboratories, and GP surgeries.
- Investigating and resolving patient concerns and complaints.
- Working collaboratively with clinical and operational teams to continuously improve the patient experience.
Requirements
Role: Patient Advisor
Location: We operate a hybrid schedule, meaning 2-3 days a week in the office based in Central London
Salary: £27,020 per annum plus extensive benefits
Contract type: Permanent
Employment type: Full time, (Tuesday to Saturday)
Working hours: We work on a core hours principle. Our core hours are 09:30 - 16:00; you can work around these to suit you!
Do you want to work for the nation's largest online pharmacy ensuring excellence for all our patients? We're a market leader in the pharmacy world, with 25 years' experience, helping over 1.8 million patients in England manage their NHS prescriptions from request through to delivery. We are Great Place to Work certified as we consider colleague experience a top priority every day, and as a certified B Corp we also meet high standards of social and environmental responsibility. Our people are fundamental to our success and ensuring we achieve our vision to be a world leading, patient-centric digital healthcare provider. We are committed to continuing to develop a positive, open, and honest working environment for all.
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Our online doctor service delivers safe, accessible, and high-quality healthcare to patients across the UK. Working at the intersection of healthcare and technology, you'll play a key role in supporting exceptional patient experiences in a fast-paced and innovative environment.
The role begins with a 6-8 week office-based training programme (Monday to Friday), before moving to a hybrid working model with a contracted schedule of Tuesday to Saturday.
Why you'll love working with us
We believe great people deserve great support. That's why we offer a benefits package designed to look after your health, finances, career, and life outside work.
Financial security & rewards
- Competitive contributory pension
- Occupational sick pay
- Long-service awards and refer-a-friend bonuses
- Professional registration fees covered (GPhC, NMC, CIPD, and more)
- Cycle to Work and Green Car schemes (subject to eligibility)
Family-friendly
- Enhanced maternity and paternity pay
- Flexible hybrid working to help balance work and home life
Health & wellbeing
- Private healthcare insurance at discounted rates (Aviva)
- Employee Assistance Programme and in-house mental health support
- Access to discounted gym via benefits platform
- Regular health and wellbeing initiatives
Career growth
- Strong commitment to CPD, training, and professional development
Time off & flexibility
- 25 days' annual leave, increasing with service
- Buy and sell holiday scheme
Everyday perks & exclusive discounts
- Employee discount platform
- Exclusive discounts at The Springs, Leeds
- 25% off health & beauty purchases
- 25% off Pharmacy2U Private Online Doctor services
Culture & community
- Regular social events throughout the year
What you'll be doing?
- Deliver a discreet, responsive, and efficient service to patients
- Prioritise patient safety and maintain the highest standards of care
- Collaborate effectively within a fast-paced, high-performing team
- Manage high volumes of patient enquiries via telephone and secure messaging with accuracy, empathy, and professionalism
- Engage confidently with patients over the phone, aiming to achieve first-contact resolution wherever possible
- Use secure internal messaging systems as the primary channel for patient communications
- Operate the Online Doctor Patient Management System (OPMS) to accurately record, categorise, and manage patient interactions
- Allocate laboratory test results to patients and support them in accessing appropriate treatments where required
- Liaise with pharmacies, laboratories, and GP surgeries to facilitate seamless patient care
- Identify, report, and help resolve operational or service issues that may impact the patient experience
- Investigate and manage patient complaints received through multiple channels, including secure messaging
- Conduct patient identity verification checks through external partners
- Adhere to policies, procedures, and governance requirements relating to NHS partnerships
- Act as the voice of the patient, contributing to business projects and service development initiatives
- Work collaboratively with colleagues across multiple departments to represent and support Online Doctor
- Triage and direct enquiries to the appropriate teams when necessary
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Who are we looking for?
- Demonstrates initiative, drive, and a proactive approach to work
- Proven ability to work effectively both independently and as part of a team
- Strong organisational skills with the ability to prioritise workloads and manage competing demands
- Excellent written and verbal communication skills
- High level of accuracy and attention to detail
- Proven experience in a customer service environment
- Experience of handling customer complaints professionally and effectively
- Empathetic, positive, and engaging communication style
- Strong customer service focus with a commitment to achieving first-contact resolution
- Proficient in Microsoft Office applications, including Outlook, Excel, Word, and Teams
- Well-organised, self-motivated, and able to work effectively in a fast-paced environment
- Previous experience using CRM systems
What happens next?
Please click apply and if we think you are a good match, we will be in touch to arrange an interview.
Applicants must prove they have the right to live in the UK.
All successful applicants will be required to undergo a DBS check.
Unsolicited agency applications will be treated as a gift.
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