Patient Services Associate

Location

UK Remote

Full time

Remote

Customer Operations (UK)

We’re , the digital health scale‑up making diagnostics accessible, fast, and transparent. Our technology speeds up diagnoses for timely treatments, improving healthcare outcomes for hundreds of patients each day.

We’re doing diagnostics differently, with a portfolio of brands tailored to both patients and providers, all backed by our world‑class customer operations team. Our B2C marketplace simplifies booking a scan, making it as straightforward for patients as booking a hotel. Our B2B platforms provide live scheduling at the point of care and harness AI to ease workflows for physicians, attorneys, and providers.

We’re looking for a Patient Services Associate at an exciting time - our B2B platform is expanding rapidly across insurance, medico‑legal and consultant verticals, we’re now offering 10+ scan types, and working with 200+ UK imaging centres. We’ve raised a total of $60 million in VC funding, reached profitability, and are poised to grow by over 300 % in 2024.

WHAT YOU WILL BE GETTING INVOLVED IN:

As a Patient Services Associate, your role is to be the external face of the company, handling patient enquiries, collaborating with referrers, and contacting imaging sites to assist with scheduling, ensuring we deliver our services both efficiently and excellently. You’ll be passionate about providing a fantastic service, and you’ll work cross‑functionally with internal and external teams to contribute to team success.

You’ll report to the Head of Patient Services to help drive a fantastic patient experience across the business.

As an early‑stage business, you can expect your role to develop over time. Here are some of the types of things you could be getting involved in:

• Managing customer experience through the end‑to‑end pathway; this is from booking to completion of the scan and everything in between
• Awareness of GDPR and Information Security to support keeping patient data safe
• Delivering a great experience across all communication channels; this will include calls, live chats and emails with our customers
• Work alongside the wider  business to ensure our customers receive the best possible experience during each interaction
• Problem‑solving when issues arise and escalating where necessary, so customer queries can be resolved promptly
• Working closely with external image centres and referrers to resolve operational challenges to drive a positive customer journey
• Achievement of SLAs to ensure customer wait times are kept to a minimum and maintain a high standard of Quality Assurance.
• Adoption of new operational processes; championing innovation within the team
• Note:
  
  This role may occasionally work part‑time weekend hours

THE TOP 3 THINGS WE WANT YOU TO ACHIEVE IN YOUR FIRST YEAR ARE:

WHAT YOU MIGHT BRING TO THE TABLE:

You don't need to tick all the boxes to apply for this role. Whether it's your first role or your fifth role, we believe everyone can add value, learn, and grow. However, these might be some of the ways you are currently adding value:

• Experience of working in a customer/patient‑facing environment
• Superb verbal and written communication skills to share updates with patients and other medical staff
• Strong analytical thinking and the ability to handle multiple tasks concurrently
• Empathetic
• Highly motivated and driven individual with a proactive and self‑starter mindset
• Proven ability to achieve and exceed individual and team targets
• Previous start‑up experience is desirable

HOW WE WILL INTERVIEW YOU:

We keep our interview process short and straightforward, and we’re a nimble team that can progress at a rapid pace. Here are the stages you can expect, but we might switch up the order of each step depending on team availability: