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Care Team Lead

2 months ago

London, Greater London, United Kingdom Your Patient Choice Full time £31,000
About Your Patient Choice

We are a technology-enabled provider for NHS mental and physical health services, 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, with values of transparency, community, and 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, treating over 1 million patients in the last 15 years
  • Being backed by leading healthcare investors

We are launching Autism Diagnostic Assessments for children and young people, and soon 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 a Senior Care Coordinator to join our team, a key role and an exciting time to be part of our organization. Our Care Coordinators are the first point of contact for our patients, supporting them with onboarding and answering any questions on their journey.

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.

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
Requirements:
  • 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
Benefits:
  • A strong team and positive culture
  • 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:

We are 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.