Job title: Patient Care Advisor
Location: Remote, based in the UK
Basis: Full, time, Permanent
Work days: 5 days a week. Shifts available: Tuesday to Saturday, Wednesday to Sunday, or Sunday to Thursday
Work hours: 40 hours p/week, 9 hours p/day between the hours of 8.00am to 7.00pm inclusive with a total break of one hour p/day
Salary: £24,500-£25,000 pa + benefits package
Welcome to ZAVA!
We’re not just revolutionizing healthcare - we’re changing the way people experience it. Imagine having access to expert medical advice, prescriptions, and treatments from the comfort of your home, anytime, anywhere. That’s the power of ZAVA.
At ZAVA, we’re on a mission to make healthcare more accessible, reliable, and affordable. Through our cutting-edge digital healthcare platform, we’ve provided over 11 million consultations across Europe, empowering people to take control of their health when they need it most.
Join us on our journey to make healthcare work for people, not the other way around. If you’re passionate about using your skills to make a real difference, we want you on our team. Together, we’re working toward becoming Europe’s largest digital primary healthcare platform—and we’re just getting started.
The role
This role is dynamic and fast-paced, requiring flexibility as you engage with a wide range of patients and team members. You may start the day as the first point of contact for a patient, then collaborate with partner pharmacies or clinics, and even liaise with our Medical Director—all in a single shift.
As part of our growing Patient Care Team, you’ll play a crucial role in delivering exceptional care, going above and beyond to ensure every patient receives a WOW experience. Your passion for helping people will shine through as you contribute to the success and continued growth of our team.
To thrive in this role, you’ll need to be an excellent communicator with the ability to build rapport quickly. Using your initiative and problem-solving skills, you’ll resolve queries efficiently and seamlessly navigate a variety of systems to provide the best possible support.
Key Accountabilities
*Patient care support: Dealing with all means of written and verbal communication from patients.
*Administration: Assisting with the doctor team’s clinical work concerning communication with other healthcare professionals as well as any other administrative tasks that may arise.
*Complaint management: Ensure complaints or incidents are recorded appropriately and escalated accordingly.
*Stakeholder management: Help facilitate communication between ZAVA, its patients, the labs we work with, and partner pharmacies.
*Working as part of a close-knit team: Work with all departments in the Patient Care Team to ensure all our patients receive the highest levels of support.
*Personal and team development: Maintain a continual review of personal performance, seeking to improve both individually, as a member of the Patient Care team, and as a member of the wider ZAVA team.
*Additional duties: Adhere to regulatory requirements concerning ZAVA’s ongoing compliance with the Care Quality Commission.
We would love you to have the following:
*Experience in customer or patient support, ideally in a remote working call centre environment.
*Desire to want to help patients - caring and empathetic.
*Skilled in administration, managing and prioritising multiple queries simultaneously.
*Good decision-making skills, and remaining calm under pressure.
*Strong attention to detail and organisational skills.
*Ability to follow tasks through to completion and use initiative.
*Ability to adhere to regulations and policies.
*Ability to adapt to changing demands and working in a fast-paced team.
*Proficient IT skills
*Able to effectively work from home the majority of the time.
Nice to have, but not at all essential:
*Experience in the healthcare industry, Telehealth, or a tech company
*Additional language skills
Personal qualities:
*Ability to work across teams
*Excellent communicator
*Strong ability to use different IT systems and communication tools
*Inquisitive; you question the status quo, dare to do things differently and explore the possibilities.
*Resilient; you embrace change and face challenges.
*Macher; you are innovative and rise above the rest to use your initiative to improve, develop and deliver.
*Collaborative; you actively share ideas, and work together to drive goals as a team.
Advantageous Skills & Experience (not essential)
*Previous experience working in digital medicine supporting online patients
*Fluency in French, German, Italian or Spanish
Benefits from the day you join:
*25 days holiday + bank holidays + birthday day off
*Pension scheme
*Healthcare cash back plan through SimplyHealth
*20% off all ZAVA products & services for you and your friends/family
*Free access to Wellness Cloud, to support your mental health & wellbeing
*MacBook Pro
*Flexible bank holidays - take the ones that matter the most to you
Additional benefits following the probation period:
*£500 training budget per year (after 3 months)
*Company sabbatical after 2 years
*Cash vouchers after 3, 5, and 10 years of service
We are working hard to try and level the playing field wherever we can. We know from research that men are happy to apply for positions where they fit just 60% of the requirements, whereas women and underrepresented groups often will not apply unless they feel they are a super close match. If you don’t think you meet all the requirements that you see above, we absolutely encourage you to apply and tell us what we can do to give you your best shot - if you want. We know that talent is everywhere, and as much as nice CVs are nice, they are often not a proxy for the best person for the job. Please note: Certain positions will be subject to a satisfactory DBS check.