Customer Support Advisor - ZAVA : Job Details

Patient Care Advisor

Full-time, permanent

London - Remote-First - First day London office

Role Overview

We are seeking compassionate, dedicated Patient Care Advisors to join our fast-paced, growing team. You will be integral to providing exceptional care, handling patient inquiries across multiple channels, and collaborating with various teams to ensure a smooth, high-quality healthcare experience. This dynamic role requires strong communication, problem-solving, and multitasking skills

Location: We are a remote-first company, therefore, this role is primarily remote, whilst offering the flexibility to work from home. However, you may need to attend the London office at least once a week in. the future, with occasional additional in-office days as needed. Your first day of work will be based at the Farringdon office, London.

Hours: 40 hours/week, 9 hours/day (1-hour break), Shifts between 8:00 am - 7:00 pm, 5 days a week (including occasional weekends & bank holidays).

About ZAVA

At ZAVA, we’re committed to providing accessible, reliable healthcare at a fraction of today’s cost. Our digital healthcare platform offers patients a convenient way to access healthcare remotely, helping millions across the UK, Germany, France, and Ireland, and now expanding across Europe. We’re a passionate team of doctors, engineers, customer support advisors, marketers, and more, all working together to shape the future of healthcare.

Key Responsibilities:

• Patient Support: Handle written and verbal communications, addressing patient inquiries promptly.
• Medical Administration: Assist the clinical team with communication between healthcare professionals and manage administrative tasks.
• Complaint Management: Log and escalate complaints or incidents as necessary.
• Stakeholder Communication: Facilitate communication between ZAVA, patients, labs, and partner pharmacies.
• Team Collaboration: Work closely with the Patient Care Team and other departments to deliver top-tier patient support.
• Compliance: Ensure adherence to regulatory requirements and ZAVA’s Care Quality Commission compliance.

Key Skills & Experience:

• Call centre or customer support experience (ideally in healthcare).
• Strong communication skills (written & verbal) and the ability to build rapport quickly.
• Ability to manage and prioritise multiple tasks in a fast-paced environment.
• Excellent problem-solving skills and attention to detail.
• Proficient with IT systems, including booking systems, email, Google Suite, and MacBook.
• Empathetic, with a genuine desire to help patients.
• Ability to remain calm under pressure and adapt to changing demands.

Nice to Have - Not Essential:

• Experience in healthcare or digital healthcare.
• Fluency in additional languages (e.g., French, German, Spanish, or Italian).

Personal Attributes:

• Humble: Open to feedback and supportive of others.
• Inquisitive: Willing to challenge the status quo and innovate.
• Resilient: Adaptable and solution-oriented in the face of change.
• Collaborative: A team player who contributes positively to the work environment.

If you are passionate about making a real impact in healthcare and thrive in a dynamic, fast-paced environment, we'd love to hear from you! Apply today and help us shape the future of healthcare.

Benefits from the day you join:

�? 33 days per annum pro-rata (inclusive of public and bank holidays) + birthday off

????? Free access to Wellness Cloud, advice, counselling, and corporate discounts

?? 20% off all ZAVA products & services for you and your friends and family

�? Remote, hybrid, and flexible working (role dependent)

?? MacBook Pro (role dependent)

�? Flexible bank holidays - take the ones that matter the most to you.

Additional benefits following the probation period:

?? £500 training budget per year

?????Vitality Private Health Insurance + Vitality discounts inc headspace membership

?? Healthcare cash back plan through SimplyHealth

?? Company sabbatical after 2 years

?? Opportunity to work from overseas for 2 months each year (role dependent)

?? 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 encourage you to apply and tell us what we can do to give you your best shot - if you want. Just so you know, certain positions will be subject to a satisfactory DBS check.