Patient Services Advisor

Our Team

Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today!

Job Details

This role is in support of Alcura, a Cencora business offering pharma and patient support services in Europe.

In this role you will manage all incoming and outgoing contacts thereby providing the highest quality service possible to all of Alcura’s customers, including patients and healthcare professionals. Ensure that the co-ordination of the provision of drugs, administration equipment and support to both patients at home and other customers in the healthcare industry is conducted efficiently and effectively.

Responsibilities

• Respond to customers’ enquiries in a knowledgeable and professional manner, ensuring that the customer is informed of all specific requirements relating to the delivery of their medication and that the detail of those contacts are logged on the appropriate system for future reference.
• Contact the customer to schedule their medication delivery and equipment or consumable items ensuring adherence ensuring both the customers’ and hospital needs are met as well as internal KPI’s achieved.
• Assist with arranging deliveries around a nurse schedule, contact with Nurses may be required during busy periods or periods of time where a change has had to be made.
• Manage patient medication stock levels, ensuring that all patients have no gaps in treatment and that CRM reflects the correct compliance.
• Assist with implementation of new business to ensure the correct services if being offered.
• Report adverse events, service failures and complaints according to company policy.
• Take ownership of any customer issues, ensuring they are logged on the appropriate system and that the customer is kept regularly updated on all progress until a successful and timely conclusion is reached.
• Handle customer queries professionally and endeavour to agree an outcome that re-instils the customer’s faith in Alcura and where possible avoid need for further escalation, service issue or complaint.
• Where necessary and in agreement with the customer and your line manager, select and implement the appropriate service recovery plan by means of lowest cost resolution to meet customer’s needs but minimise unnecessary additional costs.
• Manage the repeat prescription and repeat delivery batch processes to ensure continuity of therapy for patients within KPI expectations.