Prescription Coordinator I

Summary

The Prescription Coordinator provides customer-centered coordination of prescription requests and related communications. The role manages inbound and outbound contacts from patients and clinical professionals, verifies and processes prescriptions with accuracy, coordinates dispatch with chosen dispensing providers, schedules clinical review appointments as needed, and ensures timely resolution of urgent requests. The coordinator maintains accurate records in relevant systems, adheres to applicable legislation, regulations, and company policies, and contributes to continuous improvement while collaborating across teams to deliver a safe, reliable, and empathetic service experience.

Responsibilities

• Manage inbound and outbound calls, emails, and messages from patients and clinical professionals with clear, professional, and timely communication.
• Process prescription requests using defined procedures and templates; verify information, update records, and progress requests within agreed service levels.
• Register new patients and update existing patient details accurately in relevant systems.
• Coordinate with prescribing teams and dispensing providers to communicate changes, resolve queries, and facilitate accurate, timely dispatch.
• Schedule clinical review appointments in line with service guidelines and patient needs.
• Escalate urgent or complex prescription requests promptly to the appropriate teams to avoid disruption to patient care.
• Document all interactions and actions taken; maintain data accuracy, confidentiality, and audit readiness.
• Handle concerns and complaints in line with policy; follow through to resolution and identify opportunities for service improvement.
• Collaborate with colleagues and external partners to support a safe, efficient, and inclusive service.
• Operate in alignment with company policies, procedures, and quality standards; contribute ideas that improve processes and outcomes.

Essential Functions of the Role

Education & Work Requirements

Education & Work Preferences

• Secondary education or equivalent with demonstrated proficiency in mathematics and written/verbal English (or local language equivalent).
• Experience in a high-volume customer service, contact center, or reception/administration environment handling enquiries.
• Proficiency with basic computer applications and ability to learn role-specific systems and processes.
• Strong organizational skills with the ability to prioritize competing demands and maintain accuracy under time pressure.
• Effective interpersonal and communication skills with a patient-centered approach.
• Experience coordinating prescription or healthcare administration workflows.
• Familiarity with regulated environments and applicable privacy/healthcare guidelines.
• Experience scheduling clinical appointments and collaborating with clinical staff.
• Experience using contact-center platforms and/or customer relationship management (CRM) or administration systems.

Competencies