Junior Clinical Operations Associate, Heim

• Good written and spoken communication, clear and responsive
• Organised and calm under pressure
• Comfortable picking up new tools quickly (Google Workspace, Notion, Slack)
• Can work independently and manage competing priorities
• Understands the importance of handling patient data with upmost confidentiality
• Has genuine care - For patients, their time and their health outcomes
• Strong communication - Equally clear with a patient, a nurse or a clinic director
• Fixing things - When something goes wrong, you're already thinking about how to put it right
• Extreme ownership - When you say you'll handle it, it's handled. You volunteer for hard problems, own your mistakes and give credit where it's due
• Comfort with ambiguity - You're excited to grow with us as we scale
• Security mindset - You treat patient data with the same care and discretion as clinical care itself

Desirable

• This role is the first point of contact for patients, clients and practitioners, so you're the person who makes sure everything runs smoothly. Day to day, you'll:
• Answer queries from patients, clients and practitioners, and solve issues quickly
• Guide patients through their whole journey with Heim, from first booking to post-appointment follow-up
• Support ad hoc scheduling and coordinate appointments on the Heim platform
• Escalate any clinical concerns to the right person
• Keep accurate, timely records across every communication touchpoint
• Support the clinical team with things like onboarding new practitioners
• Spot and help implement process improvements as we go
• Because you're handling patient and clinical data daily, you'll also need to:
• Handle patient, practitioner and client data, including special category health data, in line with our Data Protection Policy and UK GDPR
• Only access the records you need for the job in front of you
• Report anything that looks like a security incident or near-miss straight away
• Complete mandatory security and data protection training, including annual ISO 27001 awareness
• The hours are Monday to Friday, 10:00am to 7:00pm GMT, fully remote and you'll be part of a small but mighty team with daily stand-ups. Very occasionally you might need to flex for a weekend or bank holiday, but we'll always give plenty of notice