Patient Support Agent

Doccla UK Limited; London Borough of Hammersmith and Fulham; Hybrid; GBP 14,000 - 28,000; Full time

Benefits offered by this job

Remote working stipend

Stock options

Private health insurance

4% pension

Job summary

Doccla is seeking a Patient Support Agent to assist patients and clinicians, explaining how to use our virtual care devices and services. You will communicate via phone and email, follow SOPs to protect patient safety and data, and contribute to a supportive team culture.

The role is remote with hybrid options in London and Europe, offering training and development within a fast-growing healthtech company. This fixed-term contract spans 6 months with potential extension.

Qualifications

• 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.
• 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.

Job description

A Bit About Us

We’re Doccla, and we’re redefining where and how healthcare is delivered.

Our Virtual Ward and Remote Monitoring Solutions enable hospitals and health systems to care for patients at home. We support patients across the full care journey from early discharge and acute recovery to long-term condition management and proactive care.

We provide everything clinicians need to deliver safe, effective Virtual Care: medical-grade devices, logistics, patient onboarding, EHR integration, and an end-to-end clinical platform built around real-world workflows.

We currently work with over 60% of NHS ICBs and supporting health systems across the including UK, Ireland, France, 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.

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.

What You’ll Get

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.