About the job

About ZAVA

We're on a mission to provide our patients with healthcare that is accessible and dependable at a fraction of today's cost. Our team of Doctors, Engineers, Customer Support Advisors, Marketers, Product Managers, UX Designers, Pharmacists, and Commercial & Operations Specialists work collaboratively, to develop and maintain a digital healthcare platform that provides our patients with healthcare that suits their needs & schedules.

The pandemic changed our lives, requiring us to find flexible, remote, and innovative healthcare solutions to meet our needs during challenging and changeable periods. Many of our patients turned to telemedicine as a convenient solution to getting their healthcare online from the comfort of their homes. Through delivering a safe and efficient digital healthcare service, we've provided over 8 million consultations across the UK, Germany, France, and Ireland, enabling millions of people with essential access to healthcare when they need it most.

It's our motivation to continue fulfilling their needs and to expand further to meet the needs of others, ensuring we're always there with the latest tech, treatments, and advice. Because we're doing more than providing healthcare, we're enabling & empowering people by making healthcare work for them.

We’re here because we care about healthcare and we plan to be the largest digital primary healthcare platform for people across Europe.

About the role

We are looking for a Patient Care Advisor with minimum C1 level German speaking skills, to be the face of ZAVA in the digital space, and support our German-speaking patients. 

The role requires you to be flexible as you interact with a vast array of individuals. One moment you could be acting as our first point of contact for a patient, the next be in touch with our partner pharmacies or clinics and then you could be interacting with our Medical Director.

Contributing to the continued growth and success of our current Patient Care Team, you will have a passion for people, going above and beyond the call of duty to provide each patient with a WOW experience.

To be successful in the role, you need to be an excellent communicator who can quickly develop a rapport with those that you are communicating with and use your initiative to resolve queries.

Key Accountabilities

- Providing patient care to our patients: Dealing with 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 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 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 concerning ZAVA’s ongoing compliance with CQC (Care Quality Commission). You will be required to carry out administrative duties that require you to come into the office including to help out at ZAVA's front Reception desk.

We would love you to have the following:

Technical skills & experience:

- Experience in both a customer-facing position with administration, managing multiple queries at the same time, and prioritising as appropriate

- Contact centre experience preferred

- 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.

- Proficient IT skills

- Minimum C1 Level German speaking skills

Nice to have, but not at all essential:

- Experience in the healthcare industry, or in a tech company

- Fluency in German or French

Personal qualities

- Can work as part of a team

- Ability to adhere to regulations/policies

- Ability to follow tasks through to completion

- Desire to want to help patients - caring and empathetic

- Strong initiative

- 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 to the occasion to build things that make a difference.

- Collaborative; you work well as part of a team, supporting and being kind to others

Working pattern: 40 hours per week, 9 hours a day between the hours of 8am to 7pm, inclusive of a 1-hour unpaid break.

Benefits from the day you join:

• 25 days holiday + bank holidays + Birthday day off
• Healthcare cash back plan through SimplyHealth
• Access to SimplyHealth advice, counselling and corporate discounts
• Discount on all services on the ZAVA website
• Wellness Cloud, a wellbeing app
• Remote flexible working - one day every fortnight based at the London office
• Macbook Pro
• Dog friendly office
• Flexible bank holidays - take the ones that matter the most to you

Additional benefits following probation period:

• £500 training budget per year (after 3 months)
• Company sabbatical after 2 years
• Opportunity to work from overseas for 2 months each year
• 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. 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.