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 a commitment to your 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 skills, and tech-savvy.
The predicted salary is between 27020 - 27020 £ per year.
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.
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 wellbeing, extensive benefits including hybrid working options, and opportunities for professional development, we foster a culture that values collaboration and innovation. Join us to be part of a team dedicated to delivering high-quality patient care while enjoying a supportive and engaging workplace.
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 inside out! Research Expert Health Ltd and their mission in digital healthcare. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since this role involves engaging with patients over the phone, try role-playing with a friend or family member. Focus on being empathetic and clear, as first-contact resolution is key.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which can boost your chances of landing the job.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and serious about joining the team.
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 is tailored to the Digital Healthcare Support Advisor role. Highlight your customer service experience and any relevant skills that match what we're looking for, like tech-savviness and empathy.
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 a great fit for our team. Keep it engaging and personal.
Showcase Relevant Experience:When filling out your application, be sure to showcase any experience you've had in healthcare or customer service. We love seeing how you've handled patient inquiries or resolved issues in the past!
Apply Through Our Website:Don't forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, it shows you're keen on joining our team at Expert Health Ltd.
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 the services they provide. This will help you demonstrate your genuine interest in the position and how you can contribute to their goals.
✨Showcase Your Empathy
Since this role involves engaging with patients, it's crucial to highlight your empathetic communication skills. Prepare examples from your past experiences where you've successfully resolved customer queries or complaints, showcasing your ability to connect with people and prioritise their needs.
✨Be Tech-Savvy
Brush up on your tech skills, especially with tools like Outlook, Excel, and CRM systems. You might be asked about your experience with these during the interview, so be ready to discuss how you've used them in previous roles to manage patient inquiries or data effectively.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think of situations where you've had to triage calls or manage high volumes of inquiries. Practising your responses will help you articulate your thought process clearly and demonstrate your capability to handle the fast-paced environment.
