Patient Care Manager

We are looking for an experienced Patient Care Manager to join our high-growth, technology-focused Digital Pharmacy on a full-time, permanent basis. This role will be hybrid with both office and working from home (at least one day per week in office). You will manage the existing patient care team (circa 10 staff) and deal with escalated patient queries, process improvements and inter-departmental relationships. 

This role is best suited for someone who thrives in a fast-paced environment, can handle complex situations with professionalism, and is passionate about improving patient/customer experiences. 

 
 
The Job 

On a day-to-day basis, you’ll be involved in the following: 

• Managing the patient care team and ensuring they understand their daily tasks and duties while following set procedures  

• Working with the Head of Patient Services to implement and execute on plans to improve patient care while continuing to provide an excellent service 

• Utilising data and feedback from patients to ensure improved patient outcomes plus increasing efficiency and quality of service 

• Generating automated data reports and use this to drive evidence-based change 

• Handling difficult enquires that have been escalated and providing a resolution in a professional and friendly manner 

• Coaching and mentoring new staff during onboarding and probation period 

• Proactively dealing with customer complaints and updating the processes and templates where necessary 

• Developing and maintaining the current high standards of customer service and highlight training requirements that would improve patient care 

• Managing staff rotas effectively, ensuring suitable cover is always in place 

The Person 

Ideally, we’re looking for someone with the following: 

• Strong background in customer service or patient care 

• Exposure to a pharmacy or a regulated field is desirable but not essential 

• Excellent communication and problem-solving skills 

• Proven ability to manage teams and implement processes that enhance customer satisfaction 

• A commitment to maintaining high standards of service and compliance 

• Full DBS check compliant 

And in joining Phlo, you’ll receive: 

• Salary between £38,000 and £50,000 depending on experience 

• Opportunity to join a high-growth online pharmacy 

• Regular collaboration with other teams in the business (product, engineering, design) to continually shape and enhance our services 

• 25 days annual leave plus bank holidays 

• An extra day off for your Birthday every year to prolong the celebrations 

• Pension scheme – 5% employer contribution 

• Private Medical Insurance via Vitality 

• Share options scheme to benefit from our future success 

• Bereavement Leave policy covering family, friends, pets, and miscarriage 

• Enhanced Maternity, Paternity and Adoption Pay after 1 year of service 

• Charity Day to support a cause that’s important to you 

• Dependent leave to take care of the people that rely on you 

• 8 x free professional counselling sessions to support your mental health 

• Perkbox membership for discounts and points 

• £500 Employee Referral Scheme 

These are our current benefits and they’re likely to grow as we do. 

Interested? Apply now. Closing date is 2.2.25 but advert may close early depending on application volumes.  

About Phlo 

Phlo Digital Pharmacy is an online pharmacy aiming to empower patients by giving them full control of their healthcare. Using our app, patients can manage, order and track their prescriptions and deliveries. Phlo Connect is our marketing leading integrated pharmacy infrastructure platform. Phlo Clinic is our recently launched service enabling patients wanting certain treatment (such as hair loss and weight management) to get medication prescribed and dispensed for them in a safe and convenient way. 

It’s an incredibly exciting time for Phlo as we scale up rapidly. By joining the team, you will have an opportunity to grow our company and enhance our products from day one. 

To deliver great service to Phlo’s patients we're building a company that’s reflective of their diversity. We’re an inclusive workplace that promotes and values difference, where everyone, from any background, can do their best work and be proud to belong. 

For more information about Phlo visit: www.wearephlo.com, www.phloconnect.com or check out our socials and Trustpilot reviews