Patient Experience Coordinator in London

Thanks for stopping by! We're Doctor Care Anywhere: Doctor Care Anywhere Group plc (DCA) is the UK's largest private provider of telehealth services. The company works with insurers, healthcare providers and corporate customers to serve patients with a range of digitally enabled telehealth services on its proprietary platform. DCA is committed to delivering the best possible patient experience and clinical care through digitally enabled joined‐up evidence‐based pathways. DCA's strategic ambition is to be the UK market leader in digitally enabled primary care, helping to meet the health needs of patients and pay‐ors in a challenging and fast‐changing environment.

The role involves engaging directly with patients, resolving customer service enquiries and supporting their needs while creating a warm, welcoming experience. You will also provide assistance to patients, service partners and clinical colleagues through various communication channels, primarily by telephone, as we work towards achieving first‐contact resolution. This predominantly remote position provides flexibility, enabling you to work from your own home 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.

Salary: £26,393 per annum

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

Requirements:

• Manage customer service enquiries 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.

Experience Required:

• Proven ability to meet personal and organisational targets and KPIs within a contact centre or similar environment.
• 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.

Benefits:

• Doctor Care Anywhere subscription: For you and 5 of your loved ones – 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: We've got your back with extra support during this special time.
• 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.
• Hybrid Working: An agile and autonomous hybrid work environment.
• 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 and is exempt from the Rehabilitation of Offenders Act 1974.