Patient Care Advisor UK

Overview

In this role you will support patients through remote channels, guiding them through bookings and care journeys while assisting the medical team with administration. You will resolve queries, manage complaints, and help coordinate between patients, labs, and partner pharmacies. The position blends frontline patient care with clinical administration, operating mostly remotely with occasional onsite days in Central London. You will contribute to a patient‑centric service that aims for efficient, high‑quality care delivery and smooth experiences across locales.

Pay / Benefits

• 33 days per annum pro-rata (inclusive of public and bank holidays) + birthday off
• Free access to Wellness Cloud and counselling
• Healthcare cashback plan
• 20% off all ZAVA products & services
• Remote, hybrid, and flexible working
• MacBook Pro

Responsibilities

• Provide patient care through written and verbal communication to book appointments and address health concerns, delivering a WOW end-to-end experience
• Support doctors with clinical administration and communication with other healthcare professionals
• Manage complaints and incidents, ensuring proper recording and escalation
• Coordinate with laboratories and partner pharmacies to facilitate stakeholder communication
• Collaborate with the Patient Care Team to ensure consistent patient support across locales
• Pursue personal and team development through ongoing performance review and improvement
• Adhere to regulatory requirements (CQC) and maintain compliance
• Other duties related to regulatory compliance and administrative tasks as needed

Key requirements

• Customer support and administration experience with ability to handle multiple queries
• Call centre experience, remote or office-based
• Strong decision-making and calm under pressure
• Attention to detail and strong organisational skills
• Adaptability to changing demands in a fast-paced team
• Proven IT skills with experience using remote-working tools (AWS/Amazon Connect, Slack) and MacBook
• Team player with ability to follow tasks through to completion
• Caring and empathetic attitude toward patients
• Strong initiative

• Caring and empathetic
• Teamwork and collaboration
• Ability to stay calm under pressure
• AWS/Amazon Connect
• Slack
• MacBook Pro (remote-working tools)

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