Patient Experience Coordinator

Thanks for stopping by! We’re Doctor Care Anywhere: a leading digital platform, with a clear vision to be the primary care provider of choice for digital healthcare – and that all starts with our brilliant team.

We are the UK’s largest private provider of telehealth services. We work with insurers, healthcare providers and corporate customers to provide healthcare services to more than 2 million patients every year. From doctors and designers to software developers and marketers – we’re proud of our people, who love working together to enhance patient experiences for the better. It’s why every year, we help over 2 million people speak to a GP or ANP by video or phone, anywhere in the world.

Our story started back in 2013, and as we continue to grow, we’re looking for the very best talent to help us achieve our ambitious goals. If you’re highly motivated and would love to work with us as we continue to grow, then we would love to hear from you

Your new role: As a Patient Experience Coordinator, you'll play a pivotal role in our customer-centric approach within our customer contact centre. Your day-to-day will involve engaging with our patients, resolving customer service enquiries, and assisting with their needs whilst creating that friendly space. You will provide support for our patients, service partners and clinical colleagues through a variety of contact methods, predominantly telephone, as we strive to achieve first contact resolution.

This role gives you a chance to broaden your skills and make a positive difference in the lives of our patients. If you're a confident and eager individual who thrives in a dynamic environment, adapting to varied tasks and challenges then we'd love to hear from you.

This remote role offers flexibility, allowing you to join our team from the comfort of your own space. You will work a 37.5-hour workweek within a rolling shift pattern spanning business hours (from 7 am to 9 pm) throughout the week, including weekends. You'll be working five days a week, ensuring our patients' needs are met promptly and efficiently.

Salary: £25,000

Application deadline: 29th March

Requirements

Key accountabilities/ responsibilities:

• Handle customer service inquiries related to membership, appointments, and prescriptions via telephone and various communication channels.
• Provide guidance to customers on how to navigate our primary customer app and website.
• Assist with managing medical referrals and organizing medical documentation.
• Work towards achieving targets and Key Performance Indicators (KPIs) aligned with overall business and departmental objectives, as well as personal performance goals.
• Collaborate with other departments to support patient inquiries and represent the Patient Experience Team.
• Participate in projects and inquiries with our Product Development teams to contribute to the growth and improvement of our service.
• Champion a culture of quality and precision in all interactions, ensuring every touchpoint with patients meets or exceeds DCA's standards.
• Collaborate closely with team members to share insights, best practices, and collectively enhance patient experiences.
• Maintain accurate records of customer interactions, gather feedback, and generate insightful reports to aid in decision-making and service improvements.
• Promoting a culture of patient – centred and good professional practice relating to the safeguarding of adults, young person’s and children at risk
• Actively implement safeguarding protocols for children, young persons, and vulnerable adults and to know who to refer to and how to escalate concerns about radicalisation
• Ensure that provisions in relation to all Mental Health Legislation including the Mental Health Act 2007, Mental Capacity Act 2005), are implemented in accordance with the legislative requirements, Codes of Practice requirements and National and Government Guidance

Skills and Experience

• Demonstrated track record of successfully meeting personal and business targets and Key Performance Indicators (KPIs) within a contact centre or similar environment, as evidenced during the interview process.
• Extensive background in customer service, highlighting strong empathy and a dedicated commitment to customer satisfaction, as demonstrated in interview discussions.
• Confident, diligent, and self-reliant individual with a pragmatic approach to problem-solving, focused on delivering effective solutions.
• Committed to achieving Customer Service Excellence, with a proactive and enthusiastic attitude towards addressing customer needs.
• Possess excellent written and verbal communication skills, including a polished telephone manner.
• Proficient in business administration and IT, with confidence in using Microsoft programs, capable of working autonomously and conducting primary IT troubleshooting steps.

Benefits

We understand the importance of good health and happiness for our patients and our team is just the same. You should expect to be as supported and valued being a member of our team and have the freedom to make the most of your role and career with us! When you’re part of the team you will have access to:

🩺 Private Medical Insurance: We've got you covered including Opticians & Dental appointments!

👩‍⚕️ Doctor Care Anywhere subscription: For you and 5 of your family and friends, Get ready to enjoy health consultations on the go!

💰 Company Bonus: We love rewarding our team for their dedication and achievements.

🏝️ 25 Days Holiday + Bank Holidays: You've earned it! Enjoy time off to recharge, explore, and make incredible memories.

🎁 Birthday Day Off: Go and celebrate however you like!

🧘‍♂️ Buy' up to 5 days of additional annual leave (FTE) as part of our focus on health and wellbeing

🌈 Charity Days: Join us in giving back to the community! We're all about making a difference together.

👶 Enhanced Maternity and Paternity Pay: Extra support during this special time.

🤝 Life Assurance: Peace of mind for you and your loved ones.

🚴 Bike2Work Scheme: We love an eco-friendly commute!

🌐 Cross-Team Collaboration Opportunities: Join the fun in our autonomous work environment with plenty of chances to collaborate and shine.

🏡 Remote/Flexible Working: Work where you're comfortable, and we'll even help you set up your home office!

🚀 Development Opportunities: Get ready to grow, learn, and make strides in your career!

Doctor Care Anywhere is committed to safeguarding and promoting the welfare of its patients and expects all Colleagues to share this commitment. This post is subject to satisfactory DBS and reference checks.