Care Coordinator

Hybrid (2-3 days/week) in our London office in Borough, 2-3 days from home.

Time commitment: Full-time

Location: Hybrid (2-3 days/week) in our London office in Borough, 2-3 days from home.

Reporting to: Team Manager

About Paloma:

In 2024, our founders, Mark and Darshak, were shocked to find that children needing an NHS autism or ADHD assessment were waiting 4-10 years for these assessments. Delayed assessments result in children being more likely to develop mental health conditions and fall behind in education. Furthermore, the much-needed pre/post-assessment support (outside of ADHD medications) is typically not funded by the NHS. These long waits have built up due to increased recognition and understanding of neurodevelopmental conditions and a lack of investment and innovation within the NHS to meet the growing demand. Mark and Darshak, with their 25 years of combined NHS experience, including building services that have treated over 1,000,000 patients in obesity & ophthalmology, founded Paloma to change this. Our mission is to make NHS autism and ADHD assessments and care accessible within 4 weeks of a GP referral, and, in turn, help every child achieve their potential. As of May 2026, we have successfully reduced waits to 3 months.

We are proud that Paloma is:

• Loved by families, with 4.9 out of 5 Trustpilot and Google ratings
• Care Quality Commission (CQC) registered and quality-focused
• Clinically-led, with a team of 130 people, including over 80 clinicians supporting families through their assessment journey.
• A community of passionate, mission-driven and innovative team members who challenge the status quo and test and learn from new ideas and approaches.

The Opportunity:

Are you passionate about supporting families, children and young people getting fast access to autism and ADHD assessments? The first step in a family's journey with Paloma is their first contact with us, whether that is a question about our service, getting an NHS referral, or rescheduling an appointment. These incredibly important queries are supported by our Care Coordination and Booking Team. We are looking to hire a Care Coordinator to join this team - a key role and an exciting time to join, as we have recently launched our children’s ADHD service, with many more families getting in touch to understand about this service. We are seeking a highly motivated and detail-oriented person who loves supporting families, children and young people to ensure they have an excellent experience of our service.

Responsibilities:

• Serve as the first point of contact for families, consistently providing a warm, welcoming, and supportive experience
• Manage phone calls and emails from families, GPs, and other healthcare professionals.
• Maintain and action a dashboard of prioritised tasks, including referral processing and support tickets
• Good time management skills, ensuring responses are within targeted timelines
• Ensuring all interactions are documented clearly and to a high standard
• Manage safeguarding incidents with the support of a safeguarding team as needed
• Provide regular updates on ticket volumes in cross-functional team meetings

Qualifications and experience Required:

• At least 1 year of experience in a customer service role
• Excellent communication skills, both written and verbal, with fluency in English
• A friendly and approachable nature
• Organised and at the same time flexible and adaptable, as Paloma is a dynamic, ever-changing environment.
• Enjoys supporting people with challenges and pays close attention to the details of each interaction
• Familiar with typical IT tools, including support ticketing systems and Microsoft Office and/or Google Suite.
• Courses or further study to demonstrate personal development in customer service
• Experience in a healthcare environment
• Knowledge of patient confidentiality and data protection regulations

Benefits:

• A strong and positive culture that prioritises team building, transparency, and career development.
• Salary of £33,000 per year, with some flexibility based on experience
• Annual salary reviews, ensuring they are competitive
• For employees working at least 0.8 FTE: Equity compensation through Share Options in Paloma Health
• Optional Private Medical Insurance and Employee Assistance Programme
• Professional Registration Fees Allowance for clinicians
• A unique annual leave benefits package which includes: 37 days of annual leave. This is 28 standard days, plus eight bank holidays, plus your birthday off.
• Option to buy an additional 5 days per year (giving a maximum of 42 days)
• Where required, 2 days per year of special leave, for events that can happen in life, whether personal or family-related
• Additional benefits include: A premium performance company laptop
• NHS discounts, including the Blue Light Card (as we are an NHS provider).

Equality & Diversity:

Paloma Health is an equal opportunity employer committed to diversity and inclusion in the workplace and throughout the application process. We do not discriminate based on any protected characteristic.

Accommodations:

We’re glad to accommodate candidates who need adjustments throughout the hiring process. We encourage you to be open about the adjustments you need, so we can adapt our interview process accordingly.

Safer Recruitment & Pre-Employment Checks:

Paloma Health ensures that supporting people to be safe is at the heart of our work and a key priority. As part of our pre-employment checks, you will be asked to complete a Disclosure and Barring Service (DBS) check. We are committed to safer recruitment practices and expect all applicants to share our dedication to safeguarding.

Application process:

Please apply via our website. We understand that applying for a new job requires significant effort, and we appreciate the time you put into it and look forward to reviewing your application. Join us and be part of our journey to revolutionise access to NHS autism and ADHD care!