Patient Experience Coordinator

Overview

Doctor Care Anywhere Group plc (DCA) is the UK's largest private provider of telehealth services. The Company works with insurers, healthcare providers and corporate customers to serve patients with a range of digitally enabled telehealth services on its proprietary platform. DCA is committed to delivering the best possible patient experience and clinical care through digitally enabled, joined up, evidence-based pathways. DCA's strategic ambition is to be the UK market leader in digitally enabled primary care, helping to meet the health needs of patients and payors in a challenging and fast changing environment.

The role: As a Patient Experience Coordinator, you will play a pivotal role in delivering our customer-centric approach within the contact center. You will engage directly with patients, resolve customer service enquiries, and support their needs while creating a warm, welcoming experience. You will also provide assistance to patients, service partners, and clinical colleagues through various communication channels, primarily by telephone, as we work towards achieving first-contact resolution.

This role offers an excellent opportunity to broaden your skill set and make a meaningful difference in the lives of our patients. If you are a confident, proactive individual who thrives in a dynamic environment and enjoys adapting to a variety of tasks and challenges, we would love to hear from you.

Working arrangement: This predominantly remote position provides flexibility, enabling you to work from your own home space. You will work 37.5 hours per week on a rolling shift pattern covering business hours from 7:00 am to 9:00 pm, including weekends. You will work five days per week, helping ensure patient needs are met promptly and efficiently.

Salary: £26,393 per annum

• Manage customer service inquiries related to memberships, appointments, and prescriptions via telephone and multiple communication channels.
• Provide clear guidance to customers on navigating the primary customer app and website.
• Support the coordination of medical referrals and the organisation of medical documentation.
• Work towards achieving individual and departmental targets and KPIs, aligned with broader business objectives and personal development goals.
• Collaborate across departments to address patient inquiries and effectively represent the Patient Experience Team.
• Contribute to service enhancements by participating in projects and providing insights to Product Development teams.
• Champion a culture of accuracy, professionalism, and excellence in all patient interactions, ensuring every touchpoint meets or exceeds DCA's standards.
• Work closely with team members to share insights and best practices, fostering continuous improvement in the patient experience.
• Maintain accurate and detailed records of customer interactions, collect feedback, and prepare meaningful reports to support informed decision-making and service improvement.
• Promote a patient-centred culture and uphold professional standards related to safeguarding adults, young people, and children at risk.
• Actively implement safeguarding protocols for children, young people, and vulnerable adults, including knowing how to escalate concerns related to radicalisation.
• Ensure compliance with all relevant Mental Health legislation—such as the Mental Health Act 2007 and the Mental Capacity Act 2005—along with associated Codes of Practice and national guidance.

• Proven ability to meet personal and organisational targets and KPIs within a contact centre or similar environment, demonstrated through interview discussions and past performance.
• Extensive customer service experience, showcasing strong empathy and a commitment to exceptional customer satisfaction.
• A confident, diligent, and self-reliant individual with a pragmatic, solutions-focused approach to problem-solving.
• Passionate about achieving Customer Service Excellence, with a proactive and enthusiastic attitude toward meeting customer needs.
• Strong written and verbal communication skills, including a professional and confident telephone manner.
• Proficient in business administration and IT,…