Patient Care Advisor (German Speaking)

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

Work Hours: 40 hours per week, 9 hours/day (1-hour break) between 8:00 am - 7:00 pm

Work Pattern: 5 days a week (shifts may include weekend & bank holidays) 

Fluent German & English

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, Marketers, Product Managers, UX Designers, Pharmacists and Commercial and Operations Specialists works 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 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.

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.

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.
• Ability to work remotely and commute to the London office one day a week (if hybrid working is introduced).
• Fluent German & English

Nice to Have - Not Essential:

• Experience in healthcare or digital healthcare.

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

🩺 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 following the probation period:

💰£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

Some benefits may differ depending on your role but we aim to make sure everyone enjoys a great experience at ZAVA!

We are working hard to try to 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.