Job Description

About ZAVA

We believe healthcare should be accessible, dependable and affordable for everyone. Now part of Hims & Hers Health, Inc., one of the fastest-growing digital health companies in the world, we’re entering an exciting new chapter as we expand our reach and accelerate our impact.

Our team of Doctors, Engineers, Patient Care Advisors, Pharmacists, Marketers, Product Managers, UX Designers, Commercial, and Operations Specialists work together to build digital healthcare that truly fits around our patients’ lives.

The pandemic changed how people access care, and we’ve led the way by providing over 14 million consultations across the UK, Germany, France, Spain, and Ireland. More patients than ever turn to us for help with weight loss and other conditions that can be safely treated online. We’re evolving our service to make care even more personal, supportive and effective.

We’re doing more than providing healthcare. We’re empowering people to take control of their health, and with the support of Hims & Hers, we’re scaling our vision to become a global leader in digital healthcare.

About the role

As a Patient Care Advisor at ZAVA, you’ll be at the heart of our digital healthcare service, supporting patients mainly through remote channels such as phone, email, and chat. You’ll help patients book appointments, navigate our services, and resolve order-related queries, while also supporting those who need guidance around their healthcare journey.

Alongside patient-facing work, you’ll support our doctors with medical administration, including communicating with other healthcare professionals and handling a range of clinical and non-clinical administrative tasks. You’ll also manage complaints and incidents, ensuring these are recorded accurately and escalated appropriately when needed.

This role will suit someone who thrives on delivering a genuinely great customer service experience, takes pride in getting things right for patients, and enjoys working mostly remotely from home, with occasional training sessions and team days at our Central London office (on average once a week).

Days of work: Friday to Tuesday, 40 hours per week

What you'll own

Providing patient care to our patients: Dealing in all means of written and verbal communication, from patients needing to book an appointment, to those discussing their health care problems. Regardless of the contact, you will strive to provide a WOW end to end experience for the patient.

Medical Administration: Assisting with the doctor team’s clinical work with regard to communication with other healthcare professionals as well as any other administrative tasks that may arise.

Complaint management: Ensure complaints/incidents are recorded in the appropriate manner 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 other parts of the Patient Care Team to ensure all our patients across locales are supported as effectively as those within their locale. Contributing to consistently ensuring the highest levels of care are provided in an efficient manner

Personal and team development: Maintain a continual review of personal performance, seeking to improve effectiveness both individually, as a member of the Customer Support team and as a member of the wider ZAVA team.

Additional duties: Adhere to regulatory requirements in relation to ZAVA’s ongoing compliance with CQC (Care Quality Commission).

What we're looking for

• Experience working in customer support and administration where you are able to handle multiple queries at the same time, prioritising as appropriate.
• Experience working in a call centre environment, remotely or in an office.
• Good decision-making skills, remaining calm under pressure.
• Attention to detail and strong organisational skills.
• Ability to adapt to changing demands and experience of working in a fast paced team.
• Proven IT skills, ideally with experience using remote-working call centre tools such as AWS/Amazon Connect for calls, Slack for team communication and using a MacBook.
• Can work as part of a team.
• Ability to adhere to regulations and policies.
• Ability to follow tasks through to completion.
• Desire to help patients - caring and empathetic.
• Strong initiative.

Nice to have, but not at all essential

Private healthcare or digital healthcare work experience

Our Values

Humble: You listen and take on feedback. You are kind and caring to those around you.

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.

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

🩺 Healthcare cashback plan through SimplyHealth

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

🏡 Remote, hybrid, and flexible working

💻 MacBook Pro

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

Additional benefits after probation:

💰 £500 training budget per year

🧑‍⚕️Vitality Private Health Insurance + Vitality discounts & headspace membership

🚼 Workplace Nursery Salary Sacrifice Scheme

🏦Pension Salary Sacrifice Scheme

✈️ Company sabbatical after 2 years

🗺 Opportunity to work from overseas for 2 months each year

🤑 Gift vouchers after 3, 5, and 10 years of service

Equal Opportunities

We are an equal opportunities employer and welcome applications from all backgrounds. If you require any reasonable adjustments as part of the recruitment process, please let us know. Every application is reviewed by a member of the hiring team.