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Patient Development Specialist

Join SecuriCare (Medical) Limited and make a real difference to patients' lives every day.

At SecuriCare, we are passionate about supporting people who require stoma and continence products, helping them live confidently and independently. We are looking for a compassionate, customer-focused Patient Development Specialist to join our team and deliver an exceptional experience for out patients.

This is a rewarding role where you will become a trusted point of contact for a dedicated portfolio of patients, providing support, guidance, and reassurance through every stage of their journey with us.

What you'll be doing

As a Patient Development Specialist, you will be responsible for delivering excellent customer service through predominantly inbound patient interactions. Acting as a key point of contact, you'll ensure every patient receives a professional, empathetic, and efficient service experience.

Your main duties and responsibilities will include:

  • Deliver a high-quality, patient-focused service through predominantly inbound telephone interactions.
  • Act as a key point of contact for patients, providing a professional, empathetic, and efficient service experience.
  • Manage a high volume of inbound and outbound calls, responding promptly to patient enquiries while maintaining quality and accuracy.
  • Build and maintain strong relationships with patients through regular contact and ongoing support.
  • Manage your own dedicated database of patients, and will be required to call each of your patients on a regular basis to ensure they have enough supplies and are happy with our service offering.
  • Provide clear, tailored product information to support patients in making informed choices about products that best meet their needs.
  • Identify opportunities to further support patients through relevant products and services, contributing towards conversion targets while maintaining a patient-first approach.
  • Work towards and achieve individual and team targets set by your line manager.
  • Balance call handling and administrative responsibilities effectively, ensuring all patient records, orders, and notes are updates accurately and within required timescales.
  • Effective and professional complaint management.
  • Work closely with the patients HCP to ensure all relevant parties are kept up to date.
  • Manage and respond to nurse and patient emails in a professional and timely manner.
  • Identify and support patient advocates, promoting appropriate products and services where suitable.
  • Carry out proactive follow-ups where appropriate to support continuity of patient care and satisfaction.
  • Action reports and complete associated tasks within agreed timescales.
  • Contribute to a positive team environment through supporting colleagues, providing cover if needed and taking an active part in all departmental meetings.
  • Demonstrate SecuriCare's CARE values in all interactions with patients, colleagues, and stakeholders.
  • Undertake any other duties reasonably requested by the Company in line with the role requirements.

Person Specification

Essential Experience:

  • Experience working within a customer service or contact centre environment.
  • Proven experience managing high volumes of calls within a fast-paced environment.
  • Ability to communicate with empathy and sensitivity when supporting patients with complex medical needs.

Essential Skills:

  • Strong verbal and written communication skills.
  • Excellent telephone manner.
  • Ability to balance patient needs with achieving conversion targets.
  • Resilient and adaptable in a busy, target-driven environment.
  • Effective time management and prioritisation.
  • Strong attention to detail and accuracy.
  • Professional and collaborative with the ability to effectively work alongside nurses and wider teams.
  • Strong influencing and persuasive skills.
  • Maintaining a positive, can-do attitude, even while working under pressure.

Desirable Experience:

  • Experience in healthcare, medical, or patient support environment.
  • Experience handling sensitive or vulnerable patients.
  • Knowledge of stoma or continence care products and services.

Company Benefits

  • Contributory Pension Scheme
  • Medical Cash Back Plan
  • Life Assurance
  • Onsite free car parking
  • Subsidised staff canteen
  • Cycle to work scheme
  • Employee Referral Scheme
  • Company Day
  • A day annually to volunteer at your chosen charity
  • Free yearly flu vaccination
  • Discounts on selected products and services
  • Employee Assistance Programme – Health and Wellbeing

Why join SecuriCare?

At SecuriCare, you'll be part of a team that genuinely cares about improving patients' quality of life. Every interaction is an opportunity to make a positive difference, helping people access the products and support they need with confidence.

You'll also play an important role in bringing our CARE values to life:

  • Creating Value
  • Agility
  • Responsibility
  • Everyone Counts

If you're looking for a customer service role where you can create real meaning: building relationships, supporting patients, and making a real impact every day, we'd love to hear from you.


Apply for this position

Apply for this position