We have an exciting opportunity for somebody to join Oviva as a Patient Services Specialist. This is a permanent full-time position.
Why Oviva?
To build a healthier future for all, our mission is to provide the most accessible and effective care to people living with weight-related conditions. Why? Because everyone deserves their healthiest self.
By blending behavioural change therapy with our unique technology, incredible team of passionate individuals, and innovative company culture, we are creating affordable and accessible app-based healthcare programs to tackle diet-related health conditions such as obesity and type 2 Diabetes. Our proven strategy has helped us become the award-winning and largest digital health provider, treating diet-related conditions in Europe. We operate within the healthcare systems to give people access to the medical care they need. We are rapidly expanding across Europe including the UK, Switzerland and Germany. You will be joining an organization that has treated 500.000 people to date and is continuing to scale up.
The Role:
You will be a key member of our Patient Services Team, leading by example to deliver an excellent experience to our patients
You will engage with patients via various media including calls and emails as per internal processes, whilst ensuring appropriate documentation of patient contacts in the OCS
You will act as the key point of contact for PSCs and Senior PSCs for any queries or issues relating to the programme(s) you work on, as well as driving KPI success in these programmes, notably achievement of IA and onboarding milestone commitments
You will complete monthly quality audits for PSCs and Senior PSCs, to ensure competencies across tasks and provision of excellent patient care, providing constructive feedback and additional training to team members where necessary
You will play a key role in the training and onboarding of new team members, coordinating the training programme during their induction period
You will act as cover for your line manager during periods of absence
Key responsibilities & deliverables:
Completion of all PSC and Senior PSC quality audits monthly, as well as quarterly peer to peer quality audits with Patient Services Specialists
Completion of a minimum of 10 hours patient facing PSC tasks per week, to ensure maintained understanding of processes, identification of any process related bottlenecks, and support programme and business performance
Involvement in task shadowing across the PSC team
Collaboration with Patient Services Managers on project work
Essential:
Prior experience as a PSC, demonstrating high levels of competency across PSC tasks
Ability to demonstrate sound and in-depth knowledge and application of our PPC processes, including handling complaints and safeguarding concerns
Good understanding of Information Governance procedures to ensure the security of patient data
Experience using motivational interviewing to onboard and retain patients on our programmes
Excellent verbal and written communication skills
Competent user of IT equipment and essential software (email, word processing, data entry and interpretation)
Ability to thrive in challenging, fast-paced situations
Highly organised and ability to work autonomously
Ability to prioritise PSC workload based on business needs
Previous experience in training delivery and provision of feedback
Desirable:
Experience in leading change and effective change management
What we offer:
The opportunity to make a meaningful impact in revolutionizing healthcare, across the UK and beyond in the high-growth environment
A comprehensive well-being program; including Healthcare Plan & Employee Assistance Program
We embrace flexibility & remote working
Equipment allowance to support your home working set up
Competitive Salary & company pension
Enhanced Family leave
Personal learning & training leave allowance to support your development
You will have the opportunity to develop and attend clinical supervision sessions and training sessions in order to upskill and develop whilst in role.
Please note that due to the popularity of this role, we will only be able to contact shortlisted candidates for the interview.
Having a culture that people want to work in, is very important to us. We do this by keeping our values at the forefront of everything we do:
We place our patients first, We empower our teams and we make it happen.
Oviva is passionate about creating an inclusive culture that encourages, supports and celebrates the diverse voices of our employees. We are a truly inclusive place to work, where everyone can be themselves and everyone is welcome. We welcome and encourage applicants from all backgrounds and identities, including but not limited to race, ethnicity, gender, sexual orientation, age, ability, religion, and socioeconomic status. We actively seek out candidates who bring a unique perspective to help us build a stronger, more inclusive team.
We're Proud to be a Disability Confident Employer
Please click ‘Apply’ today and take your next step toward a career with Oviva.
