Patient Services Support Officer Based in Holborn Permanent Full

Patient Services Support Officer
Based in Holborn
Leukaemia & Lymphoma Research Vision
Our job is to help people stop dying from blood cancer, improve patients’
quality of life and stop people getting a blood cancer in the first place. You
will be successful in your role if you are as ambitious as we are about beating
blood cancers.
The Opportunity
We want to change the world for blood cancer patients. Your job is to help us
have the greatest possible impact by being a key member of our ambitious,
brand new and exciting Patient Services team, supporting all areas of our
work. You will be providing information and support directly to patients, as
well as clinicians, external companies, professionals and teams within the
The Patient Services Support Officer will be driven by the positive impact that
great patient services can have, and know the importance of having well
managed, well organised and meaningful services available. We want
someone who is committed, dedicated and reliable, with a keen eye for detail
and a willingness to get involved and make a real difference.
You will be excited by the impact that this role has in making sure our
Patient Services team as a whole can deliver the best possible support and
services for patients, and how as a team we can work to maximum benefit
and impact to the entire charity over all.
Together we will ensure that our services are relevant, accessible and
impactful for blood cancer patients everywhere.
Key relationships
Reports to Patient Engagement Manager
Working closely with the Patient Services, Insight and Digital teams
Proactively engages with all LLR staff
Our kind of Patient Services Support Officer
At Leukaemia & Lymphoma Research we are passionate about making real,
meaningful and positive impact on patient’s lives. We want someone who
understands the importance of working as a team to identify and deliver the
very best service to patients that we possibly can.
We need someone with the warmth, confidence and sensitivity to respond
professionally to complex and emotive queries in a timely and empathetic
way. Working here has to be something you look forward to and feel a part
of. A positive outlook and attitude of sharing and willingness to learn is key.
We want someone who finds what we do exciting – both as a team and as an
What you’ll do
Provide helpful, compassionate and professional advice, information
and support for patients with queries on a range of issues via
telephone and email
Provide support for organising patient events, such as researching and
booking venues, and liaising with caterers.
Assist the Patient Services team with practical support and
administration around patient and clinical communications
Prepare and arrange the delivery of materials to event venues
Attend external conferences and events, as required
Arranging meetings and booking rooms, as appropriate
Pilot our new proactive distribution system for our range of patient
Process individual telephone and online orders for patient information
Produce monthly and six monthly spreadsheets of order trends and
fulfilment of our patient information
Monitor and replenish stock levels at our distribution centre
Support the management of online content with editing and amending
copy as required
Things we all do
 Attend events as required
 Develop an in-depth understanding of our work
 Do any other reasonable things your manager needs you to do
We’d like you to have these:
 Experience of working within an emotionally challenging environment
directly with people who need help and support
 Ability to multi task with a range of administration duties and across
multiple projects
Excellent written and verbal communication skills, with the ability to
communicate with people at all levels, including patients and medical
 A warm and compassionate approach and an excellent telephone
And as many of these as possible:
Ability to work under own initiative
Understanding of the importance of accuracy
Ability to work as part of the wider team
Understanding of or experience in the charity sector
Good IT literacy including working knowledge of MS Office – in
particular Excel – and using databases
Energy, enthusiasm and motivation to help shape an entirely new
service and play a key role in our developing team
Educated to A level (or equivalent)