Patient Experience Coordinator

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 payors in a challenging and fast changing environment. 

The role: As a Patient Experience Coordinator, you will play a pivotal role in delivering our customer-centric approach within the contact center. In this position, you will engage directly with patients, resolve customer service enquiries, and support 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 role offers an excellent opportunity to broaden your skill set and make a meaningful difference in the lives of our patients. If you are a confident, proactive individual who thrives in a dynamic environment and enjoys adapting to a variety of tasks and challenges, we would love to hear from you.

This predominantly remote position provides flexibility, enabling you to work from the comfort of your own 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: 9am Monday 29th December

Requirements

• Manage customer service inquiries 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, demonstrated through interview discussions and past performance.
• 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

We understand the importance of good health and happiness for our patients and our team is just the same. You should expect to be as supported and valued being a member of our team and have the freedom to make the most of your role and career with us! When you’re part of the team you will have access to:

👩‍⚕️ Doctor Care Anywhere subscription: For you and 5 of your loved ones, Get ready to 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.