Senior Care Coordinator

2 weeks ago

London, United Kingdom Your Patient Choice Full time

About Your Patient Choice

Your Patient Choice is a new technology-enabled provider for NHS mental and physical health services. We are driven by the vision of making free NHS healthcare more accessible and higher quality for patients, and affordable for the NHS. 


We are unique through:

  • Being led by expert clinicians
  • Our friendly and approachable team and strong culture. Particular cultural values are transparency, a sense of community, and supporting staff career development
  • The use of technology and innovation to improve our patient and staff experience
  • The knowledge of our founders, who have previously built technology-enabled healthcare providers of NHS obesity, diabetes and ophthalmology services. Together those services have treated over 1 million patients in the last 15 years
  • Being backed by leading healthcare investors.


You will be part of our first and much needed service, Autism Diagnostic Assessments for children and young people. Soon we are also launching ADHD assessments and treatment for children and young people. We know 184,000 people are waiting 2-10 years for an NHS autism assessment today, and we need your help to shorten this wait 


The Opportunity

We are looking to hire our first Care Coordinator into the team - a key role and an exciting time to join Our Care Coordinators are the first point of contact for our patients, supporting them with onboarding and answering any questions on their journey, e.g. learning more about the service, getting an NHS referral, or rescheduling an appointment.


As the Senior Coordinator you will also work closely with our product and engineering teams to improve our technology and patient support processes. We need your insights into common patient needs and how we better support each query.


We are seeking a highly motivated person who loves supporting patients/customers to ensure they have an excellent experience of our service. 


You will be part of a fast growing Care Coordination Team, and with success this person can progress to a Care Coordination Specialist, or a Team Manager role.


Responsibilities:

  • Serve as the first point of contact for patients, providing a warm, welcoming, and supportive experience consistently.
  • Manage phone calls and emails from patients, GPs, and other healthcare professionals.
  • Maintain and action a dashboard of prioritised tasks including: referral processing and support tickets.
  • Good time management skills, ensuring responses are within targeted timelines.
  • Ensuring all patient interactions are documented clearly.
  • Manage safeguarding incidents with the support of a safeguarding lead and team as needed.
  • Test, provide feedback on, and iterate processes for the Care Coordination Team in collaboration with product and engineering.
  • Provide regular updates on ticket volumes in cross-functional team meetings.
  • Support the development of new Care Coordinators as they join the team.


Skills and experience:

Essential:

  • At least three years of experience in customer service roles.
  • Excellent communication skills, both written and verbal, with fluency in English.
  • A friendly and approachable nature.
  • Flexible and adaptable, comfortable working in a dynamic, ever-changing environment.
  • Enjoys supporting people with challenges, and pays close attention to the details of each interaction.
  • Familiar with typical IT tools including support ticketing systems, and Microsoft office and/or Google suite.

Desirable: 

  • Courses or further study to demonstrate personal development in customer service
  • Experience in a healthcare environment. 
  • Previous experience coaching more junior colleagues.
  • Knowledge of patient confidentiality and data protection regulations.


Don’t meet every requirement? Studies have shown that women and people from ethnic minority groups are less likely to apply to jobs unless they meet every single qualification. At Your Patient Choice we are dedicated to building a diverse and top performing workplace, so if you’re excited about this role but your past experience doesn’t align with every qualification, we strongly encourage you to apply. You may be just the right candidate for this or other roles


Time commitment: Our preference is full time, but part time would be considered.


Location London option: Hybrid working between home and our London office (in Borough).

Location Norfolk option: Hybrid working between home and our Norwich office.


Reporting to: Autism Service Team Manager


Benefits:

  • A strong team and positive culture. We will have 8-10 person Care Coordination Teams with protected time and budgets to come together, share learnings, support each other and build a community.
  • Monthly staff wellbeing check ins, with clear responses to feedback received
  • Salary of £31,000 if living in London, and £29,000 if in Norfolk
  • Annual salary reviews, 5% employer pension, and company laptop.
  • Share options in Your Patient Choice, you benefit from our success
  • A unique benefits package including 34 days annual leave (including public holidays) and a two-week paid sabbatical for every 3 years of service.


Equality & Diversity:

Your Patient Choice is an equal-opportunity employer that is committed to diversity and inclusion both within the workplace and throughout our application process. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.


Application process: Please provide a CV, and in that CV set out what attracts you about this role. Closing date for applications is the end of day Monday 9th September.


We understand that applying for a new job takes a lot of work and we value your time. We are looking forward to reading your application.


Join us and be part of our journey to revolutionise access to Autism Assessments for patients in England



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