Abbott Hospital2Home Lead Co-ordinator in Maidenhead, United Kingdom

We are currently recruiting for a Hospital2Home (H2H) Lead Co-ordinator to oversee the operational and service management needs of the assigned Abbott Nutrition customer contracts, to be based in Maidenhead. The H2H Lead Co-ordinator will ensure their section of the H2H department is operating to the highest service levels and standards.

MAIN ACCOUNTABILITIES

  • Work with the Team Leaders to allocate daily workload across the co-ordinator team prioritising as required

  • Managing the area to ensure all time-dependent SLAs are met

  • Liaise with other Lead Co-ordinators to manage resources across the department and be flexible in supporting other areas

  • Pro-actively find opportunities to add value to the contracts and ensure consistency in their areas

  • Use H2H CRM system to generate reports and relevant data to support the performance of their section of H2H department

  • Liaise with H2H management and Leadership team to ensure the H2H service is aligned to contractual requirements and help deliver an optimal service

  • Contribute to the success of the dual site H2H team ensuring a seamless service across both sites

  • Ongoing patient liaison, dealing with all escalations and acting as the first line of complaint/query resolution

  • Answer incoming telephone calls taking timely and appropriate action, acting as overflow in the event that incoming calls are at a high volume

  • Ensure backlog of contacts is kept to a minimum, completing patients contacts on a daily basis

  • Placing orders accurately for feed, plastics and ancillaries as required

  • Agreeing delivery dates with patients

  • Updating patients’ records, both paper and systems as required

  • Taking action with GPs, pharmacists , patients and carers to ensure patients prescriptions are received on time

  • Uplifting pumps and associated equipment as required at end of use, or at designated service intervals

  • Assisting patients/carers with pump queries through troubleshooting

  • Liaising with H2H Pharmacy Team and H2H Customer Service teams.

  • Processing correspondence to patients, GPs and dietitians as required

  • Participation in Saturday morning rota as required and according to business needs

  • Participation in overnight, weekend and evening on-call,covering a minimum of three weekends and weekday evenings per calendar year. The number will vary depending on the needs of the business.

BACKGROUND/EDUCATION

  • Strong organisational skills

  • Demonstrate positivity and motivation to team when implementing change to team or task

  • Competent use of MS Office (Word, Excel, Outlook and Powerpoint) and CRM system

  • Ability to prioritise workload to balance tasks and responsibilities

  • Flexible attitude

  • Aptitude for management, incorporating team motivation, and ability to address service issues with professionalism

  • Ability to share and distribute work tasks, using initiative and meeting set KPIs

  • Strong interpersonal skills – with previous experience in dealing with different types of customers, both internal and external

  • Ability to produce high quality work with particular attention to detail

  • Ability to work in a very busy and varied environment - thinking ahead and prioritising

This is a relatively new and progressive role, within a fast-paced environment, so we are looking for candidates with leadership attributes, with prior experience of recommending improvements to current ways of working in a collaborative manner.

As you’d expect from a global healthcare company, we offer a broad range of benefits including competitive salaries, a superb defined contribution pension scheme, private healthcare, life assurance and a flexible benefits scheme.

An Equal Opportunity Employer

Abbot welcomes and encourages diversity in our workforce.

We provide reasonable accommodation to qualified individuals with disabilities.

To request accommodation, please call 224-667-4913 or email corpjat@abbott.com