Counterweight Limited - Community Health and Wellbeing Worker Level 3 Apprenticeship

• Organisation – Counterweight Limited
• Apprenticeship – Community Health and Wellbeing Worker
• Hours – Monday to Friday Full Time
• Vacancy Overview –

This role sits within our Centralised Coaching Team (CCT) and is vital to ensuring a smooth, supportive experience for all patients and referring partners.

You will act as a key link between people referring into the programme and our programme support and delivery teams.

Your primary focus will be managing the end-to-end GP referral process, conducting individual assessments and ensuring patients receive the best possible care when starting our programmes.

This role encompasses coaching, patient coordination and customer support responsibilities, playing a pivotal role in delivering an exceptional patient experience from the moment of referral.

The role requires strong organisational, communication, and problem-solving skills to manage patient workflows, determine programme eligibility and ensure timely communication between GPs, coaches and patients.

You will be hands-on, directly impacting both patient success, operational resilience with a critical focus on achieving key patient milestones.

Key Responsibilities -

• GP Referral Management and Assessments -
• Receive and manage communications from referrers, acting as the main point of contact for referring partners.
• Process referrals from GPs into our internal systems accurately and efficiently.
• Review patient information to determine programme eligibility based on established criteria.
• Conduct comprehensive individual assessments for referred patients to successfully onboard them into the programme.
• Programme Administration and Coach Support -
• Perform general programme support tasks, including managing, updating and resolving tickets within our Customer Relationship Management system.
• Draft and send accurate GP letters to maintain clear communication regarding patient onboarding, progress, and outcomes.
• Ensure all patient appointments are scheduled, booked and tracked effectively.
• Facilitate smooth communication and daily coordination with internal coaching teams to ensure patients receive the right support.
• Programme Support and Escalation -
• Learn all Programme Support PST processes to function as a fully capable team member during busy periods, ensuring operational resilience.
• Serve as the first point of contact for patient queries (via phone, email, and chat), triaging and resolving issues or escalating them to relevant product, tech or clinical teams.
• Act as an escalation point for the Programme Support Team, proactively preventing and managing complex issues regarding appointments or patient concerns.
• Proactively manage and support customers with placing and tracking orders, resolving any delivery issues in coordination with suppliers and couriers.
• Collect, report and analyse customer feedback (surveys, testimonials, reviews) and app access issues to inform continuous service improvement.
• Coaching, Operations and Team Resilience -
• Provide Out of Office (OOO) cover for coaches to ensure efficient service delivery is maintained.
• Assist with CCT management and reporting, specifically tracking missing patient measurements and milestone achievements.
• Track missed appointments, follow up with patients and support rebooking while monitoring trends to reduce no-shows.
• Scope out and implement continuous improvements to PST or Coaching processes based on hands-on learning and observation on the job.

Experience and Skills -

• Strong interpersonal and communication skills; confident in phone, email, ticket processing, and conflict resolution.
• Experience in digital healthcare, customer service, operations, and ideally sales or lead conversion.
• Highly organised with great attention to detail, task follow-through, and the ability to manage complex reporting.
• Comfortable working in a fast-paced, team-based environment where collaboration across the business is key
• Tech-savvy with the ability to learn and navigate multiple systems (e. g., CRM, digital health apps, appointment booking tools).
• Analytical mindset; comfortable collecting and interpreting data, identifying trends, and building out process improvements.
• Understanding of patient confidentiality, clinical governance, and data protection (GDPR).