Senior Contact Centre Coordinator

Oviva AG; England; On-site; GBP 30,000 - 50,000; Full time

Job description

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 behavioural 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 and Germany. You will be joining an organization that has treated 500,000 people to date and is continuing to scale up.

The Role:

As a Senior Patient Access Coordinator, you will be responsible for overseeing the patient access process, ensuring a smooth and efficient journey for patients seeking care. You will manage and coordinate all aspects of patient access, including scheduling, registration, insurance verification, and ensuring that all patient-related processes comply with healthcare regulations. You will collaborate closely with clinical, administrative, and operational teams to streamline processes, improve patient satisfaction, and reduce wait times. In this role, your leadership will be crucial in managing and training a team of Patient Access Coordinators while enhancing the overall patient access experience.

Key responsibilities & deliverables:

• Patient Engagement & Experience: Serve as the first point of contact for patients, ensuring compassionate, professional, and efficient interactions across various communication channels (phone, email, and digital platforms).
• Complex Case Management: Handle escalations and complex patient queries, providing timely resolutions and coordinating with clinical teams as needed.
• Process Improvement & Strategic Input: Identify inefficiencies and propose solutions to optimize patient pathways, collaborating with key stakeholders to implement best practices.
• Compliance & Governance: Ensure strict adherence to safeguarding protocols, incident management policies, and NHS compliance requirements.
• Motivational Interviewing & Patient Advocacy: Utilize advanced communication techniques to encourage patient adherence and positive health outcomes.
• Data Accuracy & Reporting: Maintain meticulous records in the CRM system, ensuring all patient interactions are accurately documented for compliance and service evaluation.
• Training & Mentorship: Provide guidance and informal mentorship to junior team members, sharing best practices and supporting team development.
• Performance Monitoring: Work towards meeting and exceeding internal and external KPIs, including patient experience, retention, and utilization metrics.
• Flexibility & Business Needs: Support the team with evening and weekend availability as required to accommodate patient needs and contractual obligations.

Essential:

• Minimum of three years of experience in a healthcare setting, ideally within patient services, call centre operations, or clinical administration.
• Proven experience in handling high-volume patient interactions in a digital or telehealth environment.
• Strong knowledge of NHS patient pathways and compliance requirements.
• Excellent problem-solving and critical-thinking skills with the ability to manage complex patient cases.
• High level of organisational skills with exceptional attention to detail.
• Strong ability to handle sensitive data with confidentiality and discretion.
• Proficiency in G-Suite software and CRM systems.
• Passion for providing digital healthcare solutions and improving patient outcomes.

What we offer:

• The opportunity to make a meaningful impact in revolutionizing healthcare, across the UK and beyond in the high-growth environment.
• A comprehensive well-being program; including Healthcare Plan & Employee Assistance Program.
• We embrace flexibility & remote working.
• Equipment allowance to support your home working set up.
• Competitive Salary & company pension.
• Enhanced Family leave.
• Personal learning & training leave allowance to support your development.
• You will have the opportunity to develop and attend clinical supervision sessions and training sessions in order to upskill and develop whilst in role.

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 place our patients first, We empower our teams and we make it happen.

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.

Please click ‘Apply’ today and take your next step toward a career with Oviva.