Patient Experience Coordinator, Doctor Care Anywhere

£26.4k

+ Company Bonus

Junior and Mid level

London

Online GP platform and app

Be an early applicant

Online GP platform and app

201-500 employees

HealthcareB2CB2BPersonal healthWellbeing

Be an early applicant

£26.4k

+ Company Bonus

Junior and Mid level

London

201-500 employees

HealthcareB2CB2BPersonal healthWellbeing

Company mission

To make healthcare transparent.

Job

Company

Role

Who you are

If you are a confident, proactive individual who thrives in a dynamic environment and enjoys adapting to a variety of tasks and challenges, we would love to hear from you
Proven ability to meet personal and organisational targets and KPIs within a contact centre or similar environment, demonstrated through interview discussions and past performance
Extensive customer service experience, showcasing strong empathy and a commitment to exceptional customer satisfaction
A confident, diligent, and self-reliant individual with a pragmatic, solutions-focused approach to problem-solving
Passionate about achieving Customer Service Excellence, with a proactive and enthusiastic attitude toward meeting customer needs
Strong written and verbal communication skills, including a professional and confident telephone manner
Proficient in business administration and IT, with strong familiarity using Microsoft programs, the ability to work independently, and capability to perform basic IT troubleshooting

What the job involves

As a Patient Experience Coordinator, you will play a pivotal role in delivering our customer-centric approach within the contact center
This role offers an excellent opportunity to broaden your skill set and make a meaningful difference in the lives of our patients
This predominantly remote position provides flexibility, enabling you to work from the comfort of your own space
You will work 37.5 hours per week on a rolling shift pattern covering business hours from 7:00 am to 9:00 pm, including weekends. You will work five days per week, helping ensure patient needs are met promptly and efficiently
Manage customer service inquiries related to memberships, appointments, and prescriptions via telephone and multiple communication channels
Provide clear guidance to customers on navigating the primary customer app and website
Support the coordination of medical referrals and the organisation of medical documentation
Work towards achieving individual and departmental targets and Key Performance Indicators (KPIs), aligned with broader business objectives and personal development goals
Collaborate across departments to address patient inquiries and effectively represent the Patient Experience Team
Contribute to service enhancements by participating in projects and providing insights to Product Development teams
Champion a culture of accuracy, professionalism, and excellence in all patient interactions, ensuring every touchpoint meets or exceeds DCA’s standards
Work closely with team members to share insights and best practices, fostering continuous improvement in the patient experience
Maintain accurate and detailed records of customer interactions, collect feedback, and prepare meaningful reports to support informed decision-making and service improvement
Promote a patient-centred culture and uphold professional standards related to safeguarding adults, young people, and children at risk
Actively implement safeguarding protocols for children, young people, and vulnerable adults, including knowing how to escalate concerns related to radicalisation
Ensure compliance with all relevant Mental Health legislation—such as the Mental Health Act 2007 and the Mental Capacity Act 2005—along with associated Codes of Practice and national guidance

Application process

Application Close date: 9am Monday 29th December; vacancy may close earlier if we receive sufficient applications

Salary benchmarks

Our take

There are mixed opinions about virtual GP services and various ideas around what can and can’t be treated virtually. In recent years, the growth of online doctoring services has exceeded what we probably thought possible. Many are not signed up to an in-person GP anymore and rely on apps like Babylon Health, or Doctor Care Anywhere, an online healthcare platform and application.

Founded in 2013, the company not only offers services to individuals, but companies are also able to sign up employees, which further expands the company’s reach and exposure. And the company launched a mental health programme proposition in 2021, highlighting the ongoing work the practice does alongside its day-to-day appointments and referrals.

Recently, the company partnered with Huma, marking a big leap forward in making healthcare more accessible. By combining their platforms, they'll offer patients the option to book private GP consultations anytime, filling gaps left by the NHS. Its an exciting move for Doctor Care Anywhere and one that's set to propel it to the forefront of digital healthcare.