Customer Support Advisor - UK Remote (FT) Care Team · London ·

Suvera Ltd; London; Remote; GBP 21,000 - 26,000

Job description

About the role:

We’re looking for a Customer Support Advisor to join our small but exceptional Care Team. This role will report into our Care Team Manager and offers a salary of up to £25,300k DOE.

At Suvera, we are more than job titles - we are the architects of our future. Every single one of us plays a vital role in shaping our vision and as a Customer Support Advisor you’ll have an impact by being the first point of call for patients with long-term conditions in a Primary Care setting. This primarily includes taking inbound and outbound calls from home. You will be providing assistance to our patients, partners, and fellow care team members by offering support through email and telephone communication. Your active role will involve guiding patients and partners toward the appropriate healthcare professionals and team members.

This is an exciting opportunity to join a team of builders in a dynamic, scaling health tech startup alongside some of the brightest, most driven individuals and leaders in our industry. The position is full time permanent, 40 hours over 5 days a week, remote in the UK, we are not looking to sponsor.

Please note that a Disclosure will be requested in the event that you are successful and are offered a role with Suvera. The DBS Code of Practice which governs these checks can be found here.

About Suvera:

Suvera is transforming healthcare with a mission to keep people in good health, wherever they are. Partnering with UK general practices, we deliver a virtual clinic that supports patients with long-term conditions. Today, we manage over 100,000 patients with plans to double this by 2026. We have merely scratched the surface for what we can do for both clinical operations and chronic care pathways.

We have a team of phenomenal advisors, including Professor Bryan Williams who is the chair of Medicine at UCL and the man behind high blood pressure guidelines for the UK. We are a small (c. 55 people) cross-functional team from all backgrounds and have our own internal Care Team which employs both clinicians and care advisors.

We are backed by Google for Startups and the preeminent, global healthcare and technology venture capital firm Morningside Ventures, led by Dr. Gerald Chan. We have ambitions to become the largest healthcare provider in the world.

What you’ll be working on:

On your best days, you will be delivering exceptional service to our patients through answering incoming phone calls and queries. You will also be regularly carrying out outbound calls to introduce our service to patients and how we can support their long-term condition as well as checking in on any overdue information we may need from them.

This presents an exciting opportunity for individuals who have experience in customer support to leverage their skills within a rapidly expanding and innovative digital health company. The role offers the potential to make an immediate impact and is a unique chance to be part of shaping a new future in patient care.

You will be provided with all the support and training needed to help with calls and tasks, including those involving the coordination of patient care, learning a new clinical system, and about long-term health conditions.

Join us on a mission to keep people in good health no matter where they are in the world.

As our Customer Support Advisor, you will:

• Answer incoming phone calls, transferring calls or dealing with the callers’ requests appropriately and escalating, where necessary.
• Schedule patient support calls and calls to introduce the service.
• Carry out outbound calls to patients introducing our service and collecting both clinical and non-clinical patient information.
• Manage our patient support messages (email inbox and SMSs) and triaging or responding to all message requests in a timely and efficient manner, and escalating as appropriate.
• Document and action patient calls, emails, queries, and feedback as and when they arise under the appropriate tags and details in Suvera’s Clinical Dashboard.
• Follow up with patients for arranging or rearranging appointments and other time-sensitive tasks.

About you

Must haves:

• Prior experience in frontline customer support handling calls in highly regulated environments such as banks, insurance, healthcare, etc.
• Exceptional telephone etiquette and communication skills to provide a positive patient experience.
• Ability to think on your feet when handling calls.
• Comfort and confidence in engaging with patients through their chosen communication channels, including email, text, and phone.
• Strong written communication skills, with a focus on email correspondence.
• You feel confident with technology and are able to work with a variety of software systems.
• Highly organized and honest about your knowledge, including areas where you may require further clarification or understanding.
• You thrive in a fast-paced and dynamic environment, comfortably adapting to changing priorities and handling challenging situations.
• Ability to have difficult conversations and resolve them positively.
• Must be able to manage a heavily scheduled day with high expectations for call completion, ensuring timely and effective patient interactions.
• Must have a private, confidential space for patient calls and a reliable internet connection to ensure clear and secure communication.

Nice to Haves:

• Experience with supporting patients.
• You have previous experience working for a digital healthcare provider.
• Passionate about being a part of healthcare.
• Experience with EMIS/SystmOne.

About Our Culture:

For Suvera, company culture is not an afterthought - it is a priority. Our diverse team helps us ensure we consider everyone’s experience of accessing healthcare when building our product. We prioritize inclusion, wellness, and flexibility. We have a remote-first approach, and a non-hierarchical culture, we enable our team to thrive. Our async communication style ensures efficient workflows, and our policies support autonomy and work-life balance.

Perks:

• Team: A diverse, remote-first collaborative environment with strong clinical leadership and a supportive team culture that values community-building and regular socials.

• Finance: Enhanced parental pay, equipment and education budgets, financial planning, and matched pension contributions up to 5%.

• Wellbeing: Annual wellbeing budget, gym passes, financial advice, mental health support, and therapy sessions.

• Flexibility: 32 days of annual leave plus bank holidays and 5 study leave days, work from anywhere in the UK.

You can find out more about Suvera and the different stages of the interview process following this link.