Client Coordinator - Medication Operations ·

Location: Remote

Reports to: Client Coordinator Team Lead - Medication

Salary: £25,000 per annum

Overview

ProblemShared is seeking an experienced client coordinator to join the Medication team. We are looking for a motivated individual who wants to work in a high-performance team at a scaling health technology company and have responsibility for driving our business growth from day one.

Company Overview

ProblemShared is a key innovator in the rapidly expanding field of digital mind health. We are a practitioner-led, CQC-regulated, digital mind health provider, working with a community of expert practitioners to broaden access to the highest quality care for people across the UK. By leveraging technology, we aim to provide scalable and personalised solutions that enhance mental well-being and bridge gaps in mental healthcare delivery.

We work in partnership with institutions such as the NHS, insurance companies, and universities to deliver therapy, psychiatry, neurodevelopmental assessments, and post-diagnosis care for adults, children, and young people.

At ProblemShared, we don’t just look at your CV. We’re more passionate about who you are and your potential. We also know that everyone has a life outside work, so we’re happy to discuss flexible working. We embrace difference and individuality and are proud to be an equal opportunity employer.

Requirements

Key Responsibilities:

1. Serve as the point of contact for queries from medication clients as part of our ADHD medication team, providing excellent customer service for our diverse client base through phone calls (inbound and outbound), emails, and live chat.
2. Provide support for the prescribing team as required to ensure high-quality care for clients.
3. Resolve queries as efficiently as possible in line with relevant KPIs.
4. Develop a comprehensive understanding of the ProblemShared platform, internal processes, and systems to help support clients through our ADHD medication titration pathway.
5. Support the team lead in the development of the pathway to reduce bottlenecks in the client journey and foster a self-serve culture by identifying process and resource gaps (internal and external).

Knowledge, Skills & Experience:

Required:

1. Proven experience in a client/customer support role using phone (inbound and outbound) and email as the primary communication method.
2. Experience dealing with high volumes of inbound queries in line with Key Performance Indicators (KPIs).
3. Clear, professional, warm, friendly, and informative communication style (both verbal and written).
4. Excellent computer skills and the ability to learn new software quickly.
5. Strong organizational skills and ability to work cross-functionally.
6. Self-motivated and comfortable with remote working.
7. Excellent attention to detail.

Desirable:

1. Previous experience in a start-up/scale-up (within HealthTech is a bonus).
2. Previous experience working with neurodiverse people, especially in a client/customer-facing role.
3. Previous experience with Zendesk or similar communication platforms.

Must have the right to work in the UK and be based in the UK.

Please note we may close the application early if we get an overwhelming response to the role.

No matter who you are, where you’re from, who you love, follow in faith, disability status, ethnicity, or the gender you identify with, you're welcome at ProblemShared. If you have any requests or requirements to support you throughout any part of the interview process or thereafter, please do let us know!