Patient Care Team Manager (Bilingual German/English)
Full-time, Permanent
Hybrid - on average one day a week at a London-based office (or less)
About ZAVA
We believe healthcare should be accessible, dependable and affordable for everyone. Now part of Hims & Hers Health, Inc., one of the fastest-growing digital health companies in the world, we’re entering an exciting new chapter as we expand our reach and accelerate our impact.
Our team of Doctors, Engineers, Patient Care Advisors, Pharmacists, Marketers, Product Managers, UX Designers, Commercial, and operations specialists works together to build digital healthcare that truly fits around our patients’ lives.
The pandemic changed how people access care, and we’ve led the way by providing over 14 million consultations across the UK, Germany, France, Spain, and Ireland. More patients than ever turn to us for help with weight loss and other conditions that can be safely treated online. We’re evolving our service to make care even more personal, supportive and effective.
We’re doing more than providing healthcare. We’re empowering people to take control of their health, and with Hims & Hers' support, we’re scaling our vision to become a global leader in digital healthcare.
About the role
The digital healthcare market is a very exciting and competitive space that has seen considerable growth over the last few years.
We are looking for a Patient Care Team Manager with fluent German and English skills to effectively manage a team of Patient Care Advisors and support the Operations and Clinical team in contributing to the continued growth and success of our Patient Support team.
Contributing to the continued growth and success of our current Patient Care Team, you will be a strong people leader and become a subject matter expert in relation to your locale, sharing this knowledge. You will interact daily to support your team as well as other internal and external parties to ensure the successful day-to-day operation of the team.
To be successful in the role, you will have to be a role model that displays passion to not only provide a WOW patient experience yourself but also ensure your team has a passion for this as well.
What you'll own
Demonstrates a ‘lead by example approach’, embodying the organisational values, ensuring they are understood and are implemented in day-to-day operations by the team. You will act as a role model, demonstrating high levels of motivation in all actions and demonstrating superior respect for patient confidentiality.
Supervising the day-to-day operation of the Patient Care team, ensuring the team and services run effectively, including ensuring processes and procedures are kept up to date. This may include you having to step in and take calls or do messages yourself.
Working with the People Team in recruiting new Patient Care Advisors. Once hired, taking the lead on onboarding, ensuring their probation period is handled appropriately with the goal for success.
Provide support and assist in the communication of individual and team goals. Helping them achieve and outperform those goals. Support includes, but is not limited to, the development of training material and the training of this.
Hold regular one-on-ones to help improve and develop individuals. This includes the people management of individual performance, behaviour, productivity and sickness if required and responding appropriately.
Provide daily reports, updates and insights around individual and team performances, which can be shared with stakeholders.
Resolve complaints, Trust Pilot reviews, Patient Satisfaction responses or major incidents in a timely, sensitive and empathetic manner. Ensure accurate records of discussions or correspondence with patients are monitored and align with regulatory compliance, data protection and safeguarding.
Communication to a range of stakeholders, both internal and external. You will interact with the wider Patient Care Team to ensure its success and that the best patient experience is being received. Additionally, you will support other departments across ZAVA, including Clinical and Operational teams, stepping in where there is an absence or leave.
Champion the voice of the patient both within Patient Care and across the wider ZAVA business.
Keep ahead of changes in product offer and keep up to date with changes in regulatory compliance/data protection/safeguarding. Ensuring adherence to regulatory requirements in relation to ZAVA’s ongoing compliance with the CQC (Care Quality Commission).
What we're looking for
* Call centre experience (largely remote-working call centre environment)
* Call centre team management/leadership
* Fluent in German & English, written and verbal
* Planning and organisational skills
* Attention to detail and strong organisational skills
* Ability to adapt to changing demands and experience of working in a fast-paced team
* Can work as part of a team
* Ability to adhere to regulations/policies
* Ability to follow tasks through to completion
* Desire to want to help patients - caring and empathetic
* Strong initiative
* Collaborative; you actively share ideas, work together to drive goals as a team
Nice to have, but not at all essential
* Product and service knowledge in both public and private healthcare
* Experience with clinical clerical duties and responsibilities
Our Values
Humble: You listen and take on feedback. You are kind and caring to those around you.
Inquisitive: You question the status quo, dare to do things differently and explore the possibilities.
Resilient: You embrace change and face challenges.
Macher: You are innovative and rise above the rest to use your initiative to improve, develop and deliver.
Collaborative: You actively share ideas and work together to drive goals as a team.
Benefits from the day you join:
33 days per annum pro-rata (inclusive of public and bank holidays) + birthday off
Free access to Wellness Cloud, advice, counselling, and corporate discounts
Healthcare cashback plan through SimplyHealth
20% off all ZAVA products & services for you and your friends and family
Hybrid and flexible working
Flexible bank holidays - take the ones that matter the most to you.
Additional benefits after probation:
£500 training budget per year
Vitality Private Health Insurance + Vitality discounts & headspace membership
Pension Salary Sacrifice Scheme
Company sabbatical after 2 years
Opportunity to work from overseas for 2 months each year
Gift vouchers after 3, 5, and 10 years of service
We encourage applications from people of all backgrounds. If you don’t meet every requirement but feel you could thrive in the role, we’d still love to hear from you. If you require any reasonable adjustments as part of the recruitment process, please let us know.
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