Patient Care Advisor - Spanish

We’re looking for compassionate and dedicated Spanish-speaking Patient Care Advisors to join our dynamic team at ZAVA. As a key member of our established patient care team, you’ll be essential in supporting patients receiving high-quality remote healthcare services.

Hours: 40 hours p/week, 9 hours p/day between the hours of 8.00 am to 7.00 pm inclusive with a total break of one hour p/day.

Work pattern: 5 days a week shifts available Monday to Sunday + occasional weekend and bank holidays in return for a day in lieu.

Location: Primarily remote, an occasional London office day may be required in the future.

About ZAVA:

We're on a mission to provide our patients with accessible and dependable healthcare at a fraction of today's cost. Our team of Doctors, Engineers, Customer Support Advisors, Marketers, Product Managers, UX Designers, Pharmacists, and Commercial and Operations Specialists works collaboratively to develop and maintain a digital healthcare platform that suits our patients' needs and schedules.

The pandemic changed our lives, requiring us to find flexible, remote and innovative healthcare solutions to meet our needs during challenging and changeable periods. Many of our patients turned to telemedicine as a convenient solution to getting their healthcare online from the comfort of their homes. By delivering a safe and efficient digital healthcare service, we've provided over 11 million consultations across the UK, Germany, France, and Ireland, enabling millions of people to have essential access to healthcare when they need it most.

It's our motivation to continue fulfilling their needs and to expand further to meet the needs of others, ensuring we're always there with the latest tech, treatments and advice. We’re doing more than providing healthcare, we're enabling and empowering people by making healthcare work for them. We’re here because we care about healthcare, and we plan to be the largest digital primary healthcare platform for people across Europe.

About the role:

This role is dynamic and fast-paced, requiring flexibility as you engage with a wide range of patients and team members. You may start the day as the first point of contact for a patient, then collaborate with partner pharmacies or clinics, and even liaise with our Medical Director—all in a single shift.

As part of our growing Patient Care team, you'll play a crucial role in delivering exceptional care, going above and beyond to ensure every patient receives a WOW experience. Your passion for helping people will shine through as you contribute to the success and continued growth of our team.

To thrive in this role, you’ll need to be an excellent communicator with the ability to build rapport quickly. Using your initiative and problem-solving skills, you’ll resolve queries efficiently and seamlessly navigate a variety of systems to provide the best possible support.

Key Accountabilities:

1. Patient care support: Dealing with all means of written and verbal communication from patients.
2. Medical Administration: Assisting with the doctor team’s clinical work concerning communication with other healthcare professionals as well as any other administrative tasks that may arise.
3. Complaint management: Ensure complaints or incidents are recorded appropriately and escalated accordingly.
4. Stakeholder management: Help facilitate communication between ZAVA, its patients, the labs we work with, and partner pharmacies.
5. Working as part of a close-knit team: Work with all departments in the Patient Care Team to ensure all our patients receive the highest levels of support.
6. Personal and team development: Maintain a continual review of personal performance, seeking to improve both individually, as a member of the Patient Care team, and as a member of the wider ZAVA team.
7. Additional duties: Adhere to regulatory requirements concerning ZAVA’s ongoing compliance with the Care Quality Commission.

We would love you to have the following:

• Fluent Spanish language skills - verbal and written.
• Experience in customer or patient support.
• Experience working in a call centre environment remotely or office-based.
• Desire to help patients - caring and empathetic.
• Skilled in administration, managing and prioritising multiple queries simultaneously.
• Good decision-making skills and ability to remain calm under pressure.
• Strong attention to detail and organisational skills.
• Ability to follow tasks through to completion and use your initiative.
• Ability to adhere to regulations and policies.
• Ability to adapt to changing demands and work in a fast-paced team.
• Proficient IT skills.
• Able to effectively work from home.

Nice to have, but not at all essential:

• Experience in the healthcare industry, Telehealth, or a tech company.
• Fluency in an additional language.

Personal qualities desired:

1. Humble: You listen and take feedback, and you are kind and caring to those around you.
2. Inquisitive: You question the status quo and dare to do things differently.
3. Resilient: You embrace change and face challenges.
4. Macher: You are innovative and rise to the occasion to build things that make a difference.
5. Collaborative: You work well as part of a team, supporting and being kind to others.

Benefits from the day you join:

• 25 days holiday + bank holidays + your birthday off.
• Free access to Wellness Cloud, advice, counselling, and corporate discounts.
• 20% off all ZAVA products & services for you and your friends/family.
• Remote.
• MacBook Pro.
• Flexible bank holidays - take the ones that matter the most to you.

Additional benefits following the probation period:

• £500 training budget per year (after 3 months).
• Company sabbatical after 2 years.
• Opportunity to work from overseas for 2 months each year.
• Cash vouchers after 3, 5, and 10 years of service.

We are working hard to try and level the playing field wherever we can. We know from research that men are happy to apply for positions where they fit just 60% of the requirements, whereas women and underrepresented groups often will not apply unless they feel they are a super close match. If you don't think you meet all the requirements that you see above, we encourage you to apply and tell us what we can do to give you your best shot.