The Role
As our Clinical Administrative Assistant, you will be the warm, human voice behind Chemist Doctor. You will hold phone consultations with patients, explain their treatment with empathy, and ensure the prescribed medication is right for them. You will also manage online orders, respond to queries and complaints, monitor our Trustpilot reviews, handle the clinic dashboard, and assist with physical dispatch—labelling and bagging medicines when required. Working alongside our clinical lead and prescribers, and supported by AI tools that assist with drafting and managing patient messages, you will maintain our high standards of safety, compliance, and patient-centred care. This is not a traditional admin role; your clinical knowledge and emotional intelligence are the irreplaceable core of the role, with AI acting as your efficiency partner.
Key Responsibilities
Patient & Clinical Support
- Conduct telephone consultations with patients in a calm, empathetic manner: explain their prescribed treatment, check their understanding, offer reassurance, and ensure the medication is clinically appropriate for them.
- Act as a patient’s first point of clinical contact—listen carefully, discuss any concerns about the treatment, and escalate to the clinical lead or prescriber if anything feels wrong.
- Perform clinical accuracy checks on dispensed prescriptions (medicine, dose, suitability) before release.
- Use your clinical judgement to identify and flag any patient safety issues, safeguarding risks, or medication queries that need senior review, always acting as a protective gateway for the patient.
Customer Service & Administration
- Serve as the primary patient contact for all incoming calls, emails, and live chat queries, handling both service questions and medical enquiries with warmth and clarity.
- Work with AI-assisted tools that help draft, refine, and personalise patient responses, allowing you to focus on the human touch and complex cases.
- Own the end-to-end complaints process: log, investigate, and resolve complaints compassionately and thoroughly, ensuring patients feel heard and valued.
- Monitor and respond to Trustpilot reviews—both positive and negative—crafting thoughtful, personalised replies that protect our reputation and demonstrate genuine care.
- Manage the online order workflow daily: triage new orders, verify patient details, resolve discrepancies, and update patients on their order status.
- Access and work from the clinic dashboard throughout the day to track patient flow, outstanding actions, and service performance, flagging any delays or issues.
Dispensary & Dispatch Support
- Assist with the final stages of dispatch from our Newcastle-under-Lyme premises: accurately labelling and bagging medication parcels so they are professional, safe, and ready for courier collection.
- Double-check that the correct medication, patient name, and address are matched, and that clear usage instructions are enclosed.
Quality, Safety & Teamwork
- Record all patient interactions accurately in our clinical system, maintaining full patient confidentiality and compliance with GDPR, GPhC, and CQC standards.
- Liaise seamlessly with the clinical lead, prescribers, and pharmacy team to ensure treatment decisions are joined-up and every patient gets the right care.
- Provide feedback on near-misses, process improvements, and patient experience trends to support our culture of continuous learning.
Who We’re Looking For
Essential:
- UK-based with the right to work, and able to commute to our office in Newcastle-under-Lyme five days per week.
- Experience communicating with patients in a clinical or pharmacy setting, with strong skills in empathy, reassurance, and active listening.
- A professional, calm telephone manner and the ability to hold sensitive conversations with anxious patients.
- Solid administrative experience, ideally within a healthcare environment, including managing orders, using electronic systems, and handling complaints.
- Comfortable using technology, including cloud-based telephony, clinic management dashboards, and AI-supported communication platforms (full training will be given).
Desirable:
- Experience in online pharmacy, telemedicine, or digital health services.
- Familiarity with Trustpilot or similar review management.
- Dispensing experience or accuracy checking certification (ACT for technicians).
- Experience with dispatch labelling and packing in a pharmacy or fulfilment setting.
Personal Attributes:
- Deeply patient-centred: you genuinely care about every individual you speak to.
- Organised and detail-oriented, yet able to switch quickly between tasks and still keep patients safe.
- Resilient and composed when dealing with complaints, negative reviews, or emotional conversations.
- Curious about how technology—including AI—can enhance patient care, without ever replacing human empathy.
- A proactive team player who thrives in a small, close-knit team environment.
What We Offer
- Pay: £22,000.00-£24,420.00 per year
- Office-based role in Newcastle-under-Lyme, with all equipment provided
- A modern working environment where AI is embraced to reduce admin burden and help you communicate more effectively with patients
- A role that values your clinical brain as much as your organisational skills—no two days are the same
- Ongoing training on our AI tools, as well as revalidation support (if applicable)
- The chance to shape the patient experience in a growing digital health service
- A supportive, friendly team that trusts you to make a real difference
Working Hours
This is a full-time, office-based role requiring 40 hours per week. Your weekly schedule will be:
- Monday – Friday: 9:00 am – 5:00 pm (with a 1:00 pm – 2:00 pm lunch break)
- Saturday: 8:00 am – 1:00 pm
You must be able to commit to these hours and commute to our Newcastle-under-Lyme premises five days Monday–Saturday (with a half-day on Saturday).
How to Apply
Please apply with your CV and a short cover note explaining how your clinical knowledge, empathy, and organisational skills make you the perfect Clinical Administrative Assistant for Chemist Doctor. Tell us about a time you put a patient at ease, and how you might use AI to support—not replace—that human connection.