Job Description

Title: Service Delivery Co-ordinator (please note that this role is know as Patient Services Co-ordinator within the charity)

Reports to: Administration & Services Lead

Based at: Remotely – Must be able to travel as required for General Meetings and Charity Events

Job Purpose: To provide direct emotional and practical support to patients and carers

Key Responsibilities, but not limited to:

• Responding to enquiries via telephone, email, online forums or social media with empathy, a listening ear, informative and supportive manner, whilst demonstrating confidentiality and sensitivity
• Using the central database to record all correspondence, ensuring permission is gained to follow GDPR.
• Identifying gaps in patient information and assist in developing relevant medically approved resources to reflect current guidelines, treatments, services and advances
• Frequently reviewing and assisting with update of content on Charity Websites and social media channels current and relevant Forums.
• Supporting the organisation, promotion and delivery of all charity events including Patients Day, World Heart Rhythm Week, Global F Aware Week, Know Your Pulse & Support Groups etc
• Build a central database of case studies
• Gather content for the monthly e news and regular newsletters including patient stories, FAQ’s and latest news and updates with resources and interviews with medical advisors as necessary
• Propose titles and speakers for patient educational events and develop virtual educational videos

Person specification:

• Must hold a full and clean UK Driving License
• Educated to GCSE level (or equivalent)
• Excellent verbal and written communication skills
• Computer literate, with basic knowledge of Microsoft Word, Excel and Outlook
• Excellent organisational skills, with the ability to prioritise and manage own workload
• Can work flexibly, and as part of a team
• High standard of care to approach with attention to detail
• Can undertake a wide variety of tasks and multi-task with ease.
• Friendly and polite, with the ability to sympathise