Location: We are a remote‑first company; therefore, this role is primarily remote, offering the flexibility to work from home. However, you may need to attend the office at least once a week, with occasional additional in‑office training days as needed.
Hours: 40 hours/week, 9 hours/day (1‑hour break), shifts between 8:00 am – 7:00 pm. 5 days a week (may include occasional weekends & bank holidays, shifts are open to discuss).
About ZAVA: At ZAVA, we’re committed to providing accessible, reliable healthcare at a fraction of today’s cost. Our digital healthcare platform offers patients a convenient way to access healthcare remotely, helping millions across the UK, Germany, France, and Ireland, and now expanding across Europe. We’re a passionate team of doctors, engineers, customer support advisors, marketers, and more, all working together to shape the future of healthcare.
Role Overview
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 Advisor with fluent German & English language skills, written and verbal. Contributing to the continued growth and success of our current customer support team, you will have a passion for people, going above and beyond the call of duty to provide each patient with a WOW experience. To be successful in the role, you need to be an excellent communicator who is able to quickly develop a rapport with those that you are speaking to, making patients comfortable enough to openly speak to you.
Key Responsibilities
- Patient Support: Handle written and verbal communications, addressing patient inquiries promptly.
- Medical Administration: Assist the clinical team with communication between healthcare professionals and manage administrative tasks.
- Complaint Management: Log and elevate complaints or incidents as necessary.
- Stakeholder Communication: Facilitate communication between ZAVA, patients, labs, and partner pharmacies.
- Team Collaboration: Work closely with the Patient Care Team and other departments to deliver top‑tier patient support.
- Compliance: Ensure adherence to regulatory requirements and ZAVA’s Care Quality Commission compliance.
Key Skills & Experience
- Fluent in German and English, written & verbal.
- Call centre or customer support experience.
- Strong communication skills (written & verbal) and the ability to build rapport quickly.
- Ability to manage and prioritise multiple tasks in a fast‑paced environment.
- Excellent problem‑solving skills and attention to detail.
- Proficient with IT systems, including booking systems, email, Google Suite, and MacBook.
- Empathetic, with a genuine desire to help patients.
- Ability to remain calm under pressure and adapt to changing demands.
- Ability to work remotely and commute to the London office in Farringdon one day a week if required.
Nice to Have – Not Essential
- Experience in healthcare or digital healthcare.
Personal Attributes
- Humble: Open to feedback and supportive of others.
- Inquisitive: Willing to challenge the status quo and innovate.
- Resilient: Adaptable and solution‑oriented in the face of change.
- Collaborative: A team player who contributes positively to the working environment.
If you are passionate about making a real impact in healthcare and thrive in a dynamic, fast‑paced environment, we’d love to hear from you! Apply today and help us shape the future of healthcare.
Benefits from the day you join
- 33 days per annum pro‑rata (inclusive of public and bank holidays) + birthday off
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