Job Description

Why Oviva?

At Oviva, we’re on a mission to make sustainable, personalized, clinically effective care accessible to everyone.

Our digital programmes support people living with weight related illnesses. While weight loss is a goal for many, our approach is about so much more: improving health, building confidence, and enhancing quality of life.

We’ve already supported over one million people across the UK, Switzerland, Germany, and Poland – and we’re just getting started. Every conversation, coaching session, and line of code brings us closer to a healthier future. Join us, and be part of the team making that future possible.

The Patient Services Coordinator is responsible for the seamless coordination of patient communication and documentation within our Operations function. Your mission is to ensure that every patient journey is efficient, accurate, and supportive, whether they are reaching out to us or we are proactively reaching out to them.

Operational Flexibility: To maintain a high-performing and agile team, this role is designed to be versatile. You can support both inbound patient inquiries and call outbound/back-office documentation tasks. This ensures we can shift focus as a team to meet operational demands and provide a consistent service for all patients.

Responsibilities

• Universal Communication Management: Provide high-quality support via phone, email, and chat. This includes responding to inbound inquiries about referral status and treatment, as well as conducting outbound outreach to collect missing information.
• Proactive Document Coordination: Manage the end-to-end processing of referrals, documentation requests, and surveys to ensure all insurance and healthcare provider requirements are met.
• Systems & Data Integrity: Ensure total accuracy in Salesforce and our CRM by updating patient records (incl. referrals) in real-time, handling fax/email uploads, and maintaining the quality of our referral data.
• Operational Performance & Quality: Contribute to team success by meeting targets for utilization, Average Handling Time (AHT), and quality audits.
• Patient Safeguarding: Act as a vigilant point of contact, strictly adhering to safeguarding protocols and escalating concerns through the correct Operations channels.

Requirements

Essential:

• Professional & Friendly Communication: Ability to build rapport quickly and provide clear information across multiple digital and voice channels.
• Operational Agility: The ability to pivot between reactive support and proactive administrative tasks with ease.
• Technical Aptitude: Experience working with Salesforce or similar CRM platforms to manage complex data entries.

Desirable:

• Experience in a high-volume administrative or customer operations role.
• Strong organizational skills with a "make it happen" mindset.

Education & Qualifications (Please include minimum qualification, necessary training, technical qualification or worked experience required to successfully perform in the job):

• Typical minimum of 2-4 years of experience in an operations, customer service, or administrative environment.
• Proven experience in data management and multi-channel communication.

Benefits

• The opportunity to make a meaningful impact in revolutionizing healthcare
• Exciting and rewarding role in the high-growth environment
• Training and development opportunities, with a personal learning allowance
• We embrace flexibility & remote working
• We provide a home working allowance to enable you to set up your workspace in a way which suits you
• Competitive Salary & company pension
• Enhanced Maternity, Paternity & adoption leave

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 put the patient first, We empower our teams, 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

Ready to make a difference? Join us in transforming digital healthcare. Apply today!