At a Glance
- Tasks: Support patients in a dynamic digital healthcare environment, ensuring high-quality service.
- Company: Join Expert Health Ltd, a leader in Digital Medicine with over 15 years of experience.
- Benefits: Enjoy competitive salary, extensive benefits, hybrid working, and 25 days annual leave.
- Other info: Great career growth opportunities and commitment to professional development.
- Why this job: Make a real difference in patient care while developing your skills in a fast-paced team.
- Qualifications: 2+ years in customer service, strong communication, and tech-savvy skills required.
The predicted salary is between 27020 - 27020 £ per year.
Role: Customer Support Advisor
Salary: £27,020.00 per annum plus extensive benefits
Contract type: FTC 12 months
Employment type: Full time
Working hours: 37.5 hours PW (Monday-Friday + occasional Sunday)
Location: London W1U 2AU (with hybrid working after completion of training)
Role Purpose
In this role, you will play a key role in advancing digital healthcare transformation, ensuring that patients receive safe, efficient, and high-quality service in a dynamic, evolving environment. Initially office-based for a 6-8 week training period Monday to Friday, this position will transition to a hybrid/contracted working pattern once training is complete. Your contracted working pattern is Monday-Friday with the occasional Sunday on a scheduled rotation.
Expert Heath Ltd has over 15 years of experience in leading the way in Digital Medicine. Our mission is to achieve excellence in delivering personalised and accessible healthcare on a large scale. Our algorithms are the basis of our patient-facing digital consultations and clinician-facing decision‑making tool.
Benefits
- Occupational sick pay
- Enhanced maternity and paternity pay
- Contributory pension
- Employee discount site
- Employee assistance programme
- In‑house mental health support
- Health and wellbeing initiatives
- Social events throughout the year
- Cycle to work scheme
- Green car scheme (subject to minimum earnings)
- Registration fees paid (GPhC, NMC, CIPD etc)
- Long service bonus
- Hybrid working
- Commitment to CPD/training
- 25 days annual leave
- 25% Discount on health & beauty purchases
- 25% Discount on Pharmacy2U Private Online Doctor Services
What you'll be doing?
- Deliver a discreet, responsive, and efficient service to patients
- Prioritize patient safety and uphold the highest standards of care
- Collaborate as part of a fast‑paced, high‑energy team
- Manage high volumes of patient inquiries with accuracy and empathy
- Confidently engage with patients over the phone, focusing on first‑contact resolution
- Use the secure internal messaging system as the primary communication tool for patient responses
- Operate the bespoke Online Doctor OPMS system to accurately flag calls and messages, ensuring precise data collection
- Allocate lab test results to patients and assist them in arranging relevant treatments as needed
- Coordinate with pharmacies, labs, and GP surgeries to support patient care
- Report and address any operational or service‑related issues impacting patient satisfaction
- Investigate and resolve complaints received via multiple channels, including secure messaging
- Oversee patient identity verification checks through an external partner
- Follow policies and procedures related to NHS partnerships
- Serve as the 'voice of the customer' in business projects and expansion initiatives
- Work cross‑functionally with various departments to represent Online Doctor
- Triage calls to other business areas as appropriate
Who are we looking for?
- Experienced in customer service with at least 2 years in a call centre or customer facing role
- Confident communicator who thrives on resolving patient queries over the phone and via secure messaging
- Empathetic and energetic personality with a strong commitment to delivering first‑contact resolution
- Organised and self‑motivated, able to manage high volumes of patient interactions with precision and care
- Tech‑savvy with solid skills in Outlook, Excel, Word, MS Teams, and CRM systems
- Healthcare‑aware — prior experience in a medical or digital health setting is a plus
- Detail‑oriented problem solver who can investigate complaints and support operational improvements
- Team player ready to collaborate across departments and represent the voice of the patient in business initiatives
Applicants must prove they have the right to live in the UK. All successful applicants will be required to undergo a DBS check.
Digital Healthcare Support Advisor – Hybrid London employer: Pharmacy2U | Certified B Corp
Expert Health Ltd is an exceptional employer, offering a dynamic work environment in the heart of London, where you can contribute to the transformative field of digital healthcare. With a strong commitment to employee well-being, we provide extensive benefits including hybrid working options, generous leave, and professional development opportunities, all while fostering a collaborative and supportive culture that prioritises patient care and employee growth.
Contact Details:
Pharmacy2U | Certified B Corp Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Digital Healthcare Support Advisor – Hybrid London
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Expert Health Ltd. Understand their mission and values, and think about how your experience aligns with their goals in digital healthcare. This will help you stand out as someone who genuinely cares about the role.
✨Tip Number 2
Practice makes perfect! Role-play common customer service scenarios with a friend or family member. This will help you feel more confident when handling patient inquiries during the interview. Remember, they want to see how you can resolve issues with empathy and efficiency.
✨Tip Number 3
Show off your tech skills! Since this role involves using various systems like OPMS and secure messaging, be ready to discuss your tech-savviness. Share examples of how you've used technology to improve customer service in the past.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email to express your appreciation for the opportunity. It’s a great way to reinforce your interest in the position and keep you fresh in their minds. And remember, apply through our website for the best chance!
We think you need these skills to ace Digital Healthcare Support Advisor – Hybrid London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the role of a Digital Healthcare Support Advisor. Highlight your customer service experience and any relevant healthcare knowledge to show us you're the right fit!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you’re passionate about digital healthcare and how your background makes you an ideal candidate. Keep it engaging and personal, so we can get to know you better.
Showcase Your Communication Skills:As a Customer Support Advisor, communication is key! In your application, demonstrate your ability to engage with patients effectively. Use clear and concise language to show us you can handle high volumes of inquiries with empathy.
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of success. It’s super easy, and you’ll be able to keep track of your application status. Plus, we love seeing applications come in through our own platform!
How to prepare for a job interview at Pharmacy2U | Certified B Corp
✨Know Your Stuff
Before the interview, make sure you understand the role of a Digital Healthcare Support Advisor. Familiarise yourself with the company's mission and values, especially their focus on patient safety and high-quality service. This will help you align your answers with what they’re looking for.
✨Showcase Your Empathy
Since this role involves engaging with patients, be prepared to demonstrate your empathetic communication skills. Think of examples from your past experiences where you resolved customer queries with care and understanding. This will show that you can handle patient interactions effectively.
✨Tech-Savvy is Key
Brush up on your tech skills, especially with tools like Outlook, Excel, and CRM systems. Be ready to discuss how you've used technology in previous roles to improve customer service or streamline processes. This will highlight your ability to adapt to their digital healthcare environment.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think about how you would handle high volumes of patient inquiries or resolve complaints. Practising these scenarios will help you articulate your thought process clearly during the interview.
