Patient Support Agent

Doccla; Greater London; Hybrid; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Private health insurance

Employee stock options

4% pension on basic pay

4x salary life insurance

Hybrid work with London HQ

Free daily lunch

Job summary

Doccla is hiring a Patient Support Agent to educate patients and clinicians on using Doccla services and devices. You will communicate clearly by phone and email, adhere to SOPs, and safeguard confidential data in a highly regulated environment.

This remote role is part of a hybrid London-based team, with 1–3 days in the WeWork HQ and occasional in-person collaboration. The position is fixed-term for 6 months, with a salary of £28,000 pro rata per annum.

Qualifications

• Previous healthcare experience preferred but not essential.
• Experience using a CRM/ticketing system.
• Humble, positive and committed attitude.
• Collaborative and reliable team player.

Responsibilities

• Provide support and help resolve queries, educating patients and clinicians on how to use Doccla services and medical devices.
• Clearly communicate with clinicians and patients via phone calls and emails.
• Adhere to standard operating procedures and policies, particularly relating to patient safety and information governance.
• Safely and sensitively handle confidential patient data within a highly regulated environment.
• Be a support network for colleagues during challenges and mentor and coach new joiners to the team.
• Share successes, challenges and ideas to keep patients as the focal point of the business.

Skills

Previous healthcare experience

CRM / ticketing system

Humble, positive attitude

Collaborative team player

Tools

CRM / ticketing system

Job description

A Bit About Us

At Doccla we’re redefining where and how healthcare is delivered. We made our name as the UK’s leading provider of Virtual Wards designed to help hospitals discharge patients sooner and to care for them safely at home. Now Doccla is investing in technology-enabled proactive care to prevent people from unnecessary hospitalisation at a scale that can have a meaningful impact. We provide everything clinicians need to deliver safe, effective Virtual Care across the full acuity spectrum, under one managed service. That spans Virtual Wards, helping hospitals discharge patients sooner and care for them safely at home, and Proactive Care, preventing unnecessary hospitalisation for the highest‑risk patients in the community. Behind both sits a CQC‑regulated clinical team, medical‑grade devices, logistics, patient onboarding, EHR integration, and an AI‑powered care platform built around real‑world workflows. We currently work with over 60% of NHS ICBs and support health systems across the UK, Ireland and the DACH region to reduce hospital pressure, improve outcomes, and create a more resilient model of care. We’re backed by top European investors, having secured £35m in Series B funding led by Lakestar, with participation from Elaia, General Catalyst, Speedinvest, and Bertelsmann.

Why Join Us

This is your chance to join Doccla at a key stage in our growth. We’re building the category leader in Virtual Care and Remote Patient Monitoring. You’ll be part of a highly entrepreneurial, mission‑driven team that combines expertise across clinical, technical, commercial, and operational domains. We’re solving real problems for patients and health systems and growing fast.

What You’ll Do as a Patient Support Agent

• Provide support and help resolve queries, whilst educating patients and clinicians on how to use Doccla services and medical devices
• Clearly communicate with both clinicians and patients via phone calls and emails
• Adhere to standard operating procedures and policies, particularly relating to patient safety and information governance
• Securely and sensitively handle confidential patient data within a highly regulated environment
• Be a support network for colleagues during challenges and mentor and coach new joiners to the team
• Share successes, challenges and ideas to ensure our patients remain the focal point of our business

What Experience You’ll Bring To The Team

• Previous healthcare experience preferred but not essential
• Previous experience using a CRM/ticketing system
• Humble, positive and committed attitude
• Collaborative and reliable team player

What We’re Looking For

• Excellent verbal and written communication skills
• Full time availability, working 5 days per week inclusive of rotational evenings, weekends and bank holidays
• Access to reliable WiFi network able to support clear video calling (the role is remote)
• Proficient in operating computer systems and related technology
• Capable of learning new systems and software
• An individual who enjoys the experience of working in a fast paced and constantly changing environment
• Training is provided remotely

Please note this is a Fixed Term Contract for 6 months - with the potential to extend.

The salary for this role is £28,000 Pro Rata Per Annum.

How We Work

We empower everyone at Doccla to take ownership of their work and the company's mission. We act ethically and always put patient safety and outcomes first. To thrive here, you’ll need a can‑do attitude and an action‑oriented approach, along with a willingness to learn and grow through open feedback.

Hybrid Work and Offices

We’re a hybrid team, with offices in London, Denmark, Germany. Most of our team is London-based and enjoys in‑person time at our WeWork HQ 1–3 days per week, where you’ll find great lunch, barista coffee, and a pet‑friendly space. Some of our teams are fully remote, depending on the team and responsibilities. This includes our Engineering, Clinical & Patient Support teams.

Annual Leave & Holidays

• 25 days annual leave + up to 8 UK bank holidays [this varies depending on the role]
• Option to buy or sell holidays

Remote Working

• Flexible remote options
• Remote working stipend

Financial Benefits

• Employee stock options
• 4% pension on full basic pay
• 4x salary life insurance

Health & Wellness

• Private health insurance
• 4 months full pay for birthing parent*
• 4 weeks full pay for non-birthing parent*
• Phased return back to paid work
• Sick pay

In‑Office Perks (London HQ)

• Free daily lunch
• Pet‑friendly office

Other Benefits

• £500 L&D budget per person
• Cycle to work scheme

Via Smart Health

• 24/7 GP appointments
• Mental health support
• Nutrition & fitness advice
• Second opinions & health checks

In Return for Your Hard Work

• A competitive compensation package (base + stock options), with half-year and annual performance reviews
• The chance to work on patient-first, system‑level healthcare challenges in one of Europe’s leading healthtech companies
• Opportunities for growth and leadership we want you to challenge the status quo, own your impact, and continue developing, with our full support

Diversity at Doccla

We embrace diversity. To build a great product, we need a team with a wide range of perspectives, backgrounds, and experiences. We’re committed to equal opportunity hiring regardless of race, religion, gender identity, sexual orientation, age, disability, or background. If you're excited about the role, we encourage you to apply even if your experience doesn't match every point.

Safer Recruitment

We are committed to safer recruitment practices. As Doccla is a CQC registered company, a Disclosure and Barring Service (DBS) check will be required for all roles. It is an offence to apply for such work if you are barred from working with children or vulnerable adults.