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• Set up all Secure Start patients in a timely manner
• Manage and process sample requests for Secure Start patients and ensure proactive follow-up for patients who are experiencing skin health issues
• Make outbound Secure Start calls in accordance with the pathway, logging all patient interactions in Salesforce – updating the appropriate product/delivery company information after each interaction
• Ensure all Secure Start interactions, inbound and outbound, are categorized appropriately to facilitate robust analysis of the Patient outcomes
• Follow Pathways Intervention Protocols for escalation when required
• Promote Hollister and Dansac products and the skin health message to patients ensuring that they are aware of the entire portfolio and promoting their features and benefits
• Use clinical guides and tools where appropriate to support consumers with better solutions for their needs
• Upgrade end users from legacy Hollister and Dansac products to most technologically beneficial/new products within portfolio
• Educate patients on product features and benefits where relevant
• Promote Fittleworth Home Delivery Service, with all our potential customers and undertake warm transfers where appropriate to promote retention and attract new patients to the SBU.
• Ensure email addresses are obtained at the end of the Pathway to enable smooth transition to the Automated Pathway.
• Develop key relationships with acute and community nurses to ensure effective communication, visiting key hospitals where appropriate and presenting a summary of the Pathway outcomes and patient feedback as needed
• Log end user concerns regarding product range and follow-up
• Ensure compliance with Data Protection requirements (GDPR) at all times maintaining the database and obtaining written/verbal consent for permission to contact
• Follow CQC guidelines to protect all data held that refers to private and confidential patient details
• Ensure that your stoma and product knowledge is kept up to date to ensure that relevant and accurate advice is given to resolve patient issues where appropriate
• Support the Secure Start Manager where appropriate with the promotion of the Secure Start Pathway to new hospitals
• Support Sales and Marketing Teams at external events
• Any other duties as management may require

• Able to access the Winnersh Office on a daily basis
• Strong communication and telephony skills with flexibility to adapt style on an individual basis

• 2 years’ experience in a customer service environment
• Sales support experience (desirable)

• Education to A-Level (desirable)

• Work to deadlines on a daily basis
• Excellent communication skills
• Excellent listening skills
• Multi-Tasking capability
• Ability to manage a large workload under pressures
• Use initiative and prioritise activities
• Build key internal and external relationships
• Proficient use in Microsoft Office & Experience with CRM systems
• Enthusiastic and reliable team player

• Fluent in English – Written and Verbal

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