Fertility Patient Services Advisor

Location: On-site
Hours: Monday to Friday, 8:00am-5:00pm
Contract: Full-time, 40 hours per week
Work remotely: No

About Personal Homecare Pharmacy

At Personal Homecare Pharmacy, we take pride in placing our patients at the heart of everything we do.

We are a busy distance-selling pharmacy with more than 10 years’ experience supplying fertility medication. Working collaboratively with fertility clinics across the UK, we are committed to providing a supportive, efficient and compassionate service throughout each patient’s treatment journey.

We are passionate about delivering an exceptional patient experience and, with the support of our dedicated team, aim to set the gold standard in homecare pharmacy services.

There has never been a more exciting time to join our growing team. We are looking for an experienced and empathetic Fertility Patient Services Advisor who is enthusiastic, self-motivated, accurate and committed to delivering excellent service.

The successful candidate will work effectively both independently and as part of a team. You will be a confident communicator who understands the sensitive nature of fertility treatment and takes pride in providing patients and clinics with a professional, reassuring and reliable service.

As a Fertility Patient Services Advisor, you will play a pivotal role in supporting patients, fertility clinics, healthcare professionals and internal pharmacy teams.

You will manage incoming prescriptions, contact patients, coordinate medication deliveries, process orders accurately and respond to enquiries by telephone and email. You will also support relationships with existing and new fertility clinics, ensuring communication is timely, professional and consistent.

Accuracy, empathy and attention to detail are essential, as the role involves handling sensitive patient information and time-critical fertility medication.

• Provide a friendly, professional and empathetic service to patients, fertility clinics and healthcare professionals.
• Contact patients when prescriptions are received, prioritising communication according to treatment urgency.
• Clearly explain the ordering and delivery process and ensure patients understand the next steps.
• Respond promptly and professionally to patient and clinic enquiries by telephone and email.
• Maintain positive working relationships with existing fertility clinics.
• Support initial communication with new fertility clinics and elevate queries where appropriate.

• Print prescriptions received by email and acknowledge receipt with the relevant clinic.
• Date-stamp and process prescriptions received by post without unnecessary delay.
• Arrange prescriptions in chronological order according to urgency.
• Accurately enter prescription and patient information into Magento and other relevant systems.
• Ensure prescription items received from clinics correspond with the patient’s order.
• Identify prescription queries, discrepancies or missing information and liaise with clinics to resolve them.
• Regularly review outstanding queries to ensure urgent cases are progressed promptly.
• File prescriptions correctly by clinic for compliance and future reference.

• Make outbound calls to patients to arrange delivery of their medication.
• Coordinate delivery dates based on patient selections received by telephone, email or text message.
• Confirm that payment has been successfully processed before medication is dispatched.
• Liaise with courier companies regarding delayed, lost or unsuccessful deliveries.
• Keep patients informed of delivery issues and arrange suitable alternatives where required.
• Contact patients following missed deliveries and advise them of any outstanding…