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Patient Services Coordinator at Oviva
London, United Kingdom
Job Descrption
Why oviva?
To build a healthier future for all, our mission is to provide the most accessible and effective care to people living with weight-related conditions. Why? Because everyone deserves their healthiest self. By blending behavioral change therapy with our unique technology, incredible team of passionate individuals, and innovative company culture, we are creating affordable and accessible app-based healthcare programs to tackle diet-related health conditions such as obesity and type 2 Diabetes. Our proven strategy has helped us become the award-winning and largest digital health provider, treating diet-related conditions in Europe. We operate within the healthcare systems to give people access to the medical care they need. We are rapidly expanding across Europe including the UK, Switzerland, Germany, and France. You will... be joining an organization that has treated 500.000 people to date and is continuing to scale up.
The role:
We are recruiting patient services coordinators to join our Patient Services Team on a bank contract. Bank team members will work on a flexible basis, often to cover busy periods, sickness, or annual leave.
• You will be a member of our Patient Services Team, delivering an excellent experience to our patients, being their first point of contact through their enrolment journey
• You will engage with patients via various channels (e.g. phone and emails), ensuring appropriate documentation of patient contacts in our internal secure systems
• You will develop a deep knowledge of the Oviva UK programmes and be able to work cross-programme to support business needs
• You will have the opportunity to feedback ideas and process improvements to support driving efficiencies within the team
• You will work to meet Oviva internal and external contractual key performance indicators (KPIs) which will include patient experience and utilisation metrics
Key responsibilities:
• Handling of sensitive data, approaching with great attention to detail
• Making initial patient calls to introduce programme, explain benefits and patient pathway
• Following the Safeguarding policy and protocol and Incident policy at all times.
• Using motivational interviewing
• Diary management of patient appointments
• Following correct internal Information Governance procedures to ensure security of patient data
• Accurately inputting data into our CRM system
• Working alongside the operations team to achieve contract KPIs and utilisation targets
• Evening and weekend work when required, to suit the needs of the business
What we are looking for you to bring:
Essential:
• Call centre experience
• Customer service experience
• Energetic and proactive, with an ability to work independently as well as part of a team
• Excellent communication skills
• Highly organised with a keen attention to detail
• Confident using technology with proven experience with Microsoft Office systems
• Strong ability to handle sensitive data and a great attention to detail
• Passion for providing digital treatment & support
Desirable:
• Language skills highly desirable
• Experience of managing a large patient caseload
• Experience of managing safeguarding scenarios
What we offer:
• You will have the opportunity to develop and attend clinical supervision sessions and training sessions in order to upskill and develop whilst in role.
• Personal learning & training leave allowance to support your development
• 33 days holiday (including bank holidays), plus Birthday day off & Volunteering leave
• Enhanced Family leave
• Competitive Salary & company pension
• Equipment allowance to support your home working set up
• We embrace flexibility & remote working
• A comprehensive well-being program; including Healthcare Plan & Employee Assistance Program
• The opportunity to make a meaningful impact in revolutionizing healthcare, across the UK and beyond in the high-growth environment
Please note that due to the popularity of this role, we will only be able to contact shortlisted candidates for the interview.
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 measure & improve, We build winning teams.
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
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