Global Patient Services Coordinator

F-Prime Capital; Poland; On-site; PLN 73,000 - 106,000; Full time

Job summary

Oviva is seeking a Patient Services Coordinator in Poland to ensure seamless patient communication and documentation within our Operations function. The role includes handling inbound inquiries and proactive outreach, coordinating referrals and surveys, and maintaining accurate records across phone, email, and chat channels.

You will ensure data integrity in Salesforce and CRM, support multi-channel communication, and contribute to performance metrics while upholding safeguarding practices.

Qualifications

• 2-4 years of experience in an operations, customer service, or administrative environment.
• Experience in data management and multi-channel communication.
• Proficient with Salesforce or similar CRM platforms.

Responsibilities

• Provide high-quality support via phone, email, and chat.
• Proactively manage referrals, documentation requests, and surveys.
• Ensure accuracy of patient records in Salesforce and CRM in real time.
• Meet targets for utilization, AHT, and quality audits.
• Adhere to safeguarding protocols and escalate concerns appropriately.

Skills

Professional communication

Operational agility

Technical CRM proficiency

German (C1)

English (C1)

Tools

Salesforce

Job description

Why Oviva?

At Oviva, we’re on a mission to make sustainable, personalized, clinically effective care accessible to everyone. Our digital programmes support people living with weight related illnesses. While weight loss is a goal for many, our approach is about so much more: improving health, building confidence, and enhancing quality of life. We’ve already supported over one million people across the UK, Switzerland, Germany, and Poland – and we’re just getting started. Every conversation, coaching session, and line of code brings us closer to a healthier future. Join us, and be part of the team making that future possible.

Patient Services Coordinator

The Patient Services Coordinator is responsible for the seamless coordination of patient communication and documentation within our Operations function. Your mission is to ensure that every patient journey is efficient, accurate, and supportive, whether they are reaching out to us or we are proactively reaching out to them.

Operational Flexibility

To maintain a high-performing and agile team, this role is designed to be versatile. You can support both inbound patient inquiries and call outbound/back-office documentation tasks. This ensures we can shift focus as a team to meet operational demands and provide a consistent service for all patients.

Essential:

• Professional & Friendly Communication: Ability to build rapport quickly and provide clear information across multiple digital and voice channels.
• Operational Agility: The ability to pivot between reactive support and proactive administrative tasks with ease.
• Technical Aptitude: Experience working with Salesforce or similar CRM platforms to manage complex data entries.
• German: C1 level
• English: C1 level

Desirable:

• Experience in a high-volume administrative or customer operations role.
• Strong organizational skills with a "make it happen" mindset.
• French

Education & Qualifications (Please include minimum qualification, necessary training, technical qualification or worked experience required to successfully perform in the job):

• Typical minimum of 2-4 years of experience in an operations, customer service, or administrative environment.
• Proven experience in data management and multi-channel communication.

Key Responsibilities

• Universal Communication Management: Provide high-quality support via phone, email, and chat. This includes responding to inbound inquiries about referral status and treatment, as well as conducting outbound outreach to collect missing information.
• Proactive Document Coordination: Manage the end-to-end processing of referrals, documentation requests, and surveys to ensure all insurance and healthcare provider requirements are met.
• Systems & Data Integrity: Ensure total accuracy in Salesforce and our CRM by updating patient records (incl. referrals) in real-time, handling fax/email uploads, and maintaining the quality of our referral data.
• Operational Performance & Quality: Contribute to team success by meeting targets for utilization, Average Handling Time (AHT), and quality audits.
• Patient Safeguarding: Act as a vigilant point of contact, strictly adhering to safeguarding protocols and escalating concerns through the correct Operations channels.