Clinical Services Advisor

PolyPhotonix is a well-established business specialising in bio-photonic research and development that designs, develops and manufactures non-invasive photonics based medical devices.

The company has developed the Noctura 400 Sleep Mask, a light based, monitored ophthalmic treatment for Diabetic Retinopathy (DR) and Diabetic Macular Oedema (DMO), which are the principal causes of blindness.

As the company is growing rapidly, we have an exciting opportunity for an enthusiastic and committed individual to join our company as Clinical Services Advisor. This permanent role is ideally suited to a team player with a background in healthcare, patient support, customer services, and general administration.

We are looking for someone who has a wide level of experience in administration within a healthcare environment, and customer/patient support.

This role has considerable potential for development for the right candidate.

Due to the nature of the job, the role is office based in Sedgefield, County Durham, fulltime Monday to Thursday 9am to 5.30pm, Friday 9am to 5pm.

Key responsibilities:

The Clinical Services Advisor is responsible for managing enquiries from patients, customers and healthcare professionals, providing ongoing support

This involves:

• Answer the advisory line and deal with any enquiries efficiently and effectively. Ensure calls are followed up within agreed timescales.
  
  
• Monitor the enquiries mailbox and respond to emails in a professional and timely manner.
  
  
• Coordinate patient and customer orders, ensuring these are processed as required.
  
  
• Document and update relevant trackers and systems with patient information, enquiries and complaints in line with business management procedures.
  
  
• Monitor the orders mailbox, process orders within agreed timescales and moving them through in line with business management procedures.
  
  
• Programme and arrange dispatch of masks for patients.
  
  
• Follow up with patients on a regular basis to ensure continued support and liaise with Healthcare Professionals where relevant.
  
  
• Ensure sufficient stock is available and order new stock where required.
  
  
• Assist with general admin and projects where required.
  
  Essential skills and experience:
  
  
• Strong communication skills, both written and spoken.
  
  
• High level of attention to detail.
  
  
• Professional telephone manner.
  
  
• Comfortable learning the mechanism of Diabetic Eye Disease (full training will be given).
  
  
• Ability to promote sales/referral options
  
  
• Feels comfortable speaking to patients and healthcare professionals.
  
  
• Enjoys working in a team environment.
  
  
• Proficient in Microsoft Packages to intermediate level
  
  
• Self-starter with strong personal motivation and flexible attitude.
  
  
• Strong organisational skills with the ability to handle multiple priorities.
  
  
• General day to dayadministration skills
  
  Skills and experience that would be beneficial but not a requirement:
  
  
• Experience working within a healthcare environment, in particular eye health and/or diabetes
  
  
• Customer/Patient support.
  
  
• Speaking another language.
  
  What you will get:
  
  
• Salary £26,000 to 28,000 depending on experience and skills.
  
  
• Enhanced company pension scheme.
  
  
• 25 days holiday + 8 public holidays.
  
  
• Free onsite parking.
  
  PolyPhotonix is an equal opportunities employer. Our respectful and inclusive working environment is of high importance to us as an employer who wants every employee to realise their potential and progress in their career