Senior Care Coordinator

About Paloma Health

Paloma Health is a new technology-enabled provider for NHS mental and physical health services. We are driven by the vision of making free NHS healthcare more accessible and higher quality for patients, and more affordable for the NHS.

We are unique through:

• Being clinically-led, with a friendly and approachable team
• Innovating in the Neurodevelopmental Care pathway
• Our technology which supports families at every step of the assessment journey, including our rich content library
• How we use our technology to make care more enjoyable for our staff
• Clear staff career development opportunities for all roles
• The experience of our founders, who have previously built technology-enabled providers in NHS obesity, diabetes and ophthalmology care treating over 1 million patients in the last 15 years
• Being backed by leading healthcare investors.

You will be part of our first and much needed service for children and young people, Autism Diagnostic Assessments, and we plan to add ADHD assessments and treatment soon after.

We know 184,000 children and young people are waiting 2-10 years for an NHS autism assessment today, and we need your help to shorten this wait!

The Opportunity

We are looking to hire our first Care Coordinator into the team - a key role and an exciting time to join! Our Care Coordinators are the first point of contact for our patients, supporting them with onboarding and answering any questions on their journey, e.g. learning more about the service, getting an NHS referral, or rescheduling an appointment.

As the Senior Coordinator you will also work closely with our product and engineering teams to improve our technology and patient support processes. We need your insights into common patient needs and how we better support each query.

We are seeking a highly motivated person who loves supporting patients/customers to ensure they have an excellent experience of our service.

You will be part of a fast growing Care Coordination Team, and with success this person can progress to a Care Coordination Specialist, or a Team Manager role.

Responsibilities:

• Serve as the first point of contact for patients, providing a warm, welcoming, and supportive experience consistently.
• Manage phone calls and emails from patients, GPs, and other healthcare professionals.
• Maintain and action a dashboard of prioritised tasks including referral processing and support tickets.
• Good time management skills, ensuring responses are within targeted timelines.
• Ensuring all patient interactions are documented clearly.
• Manage safeguarding incidents with the support of a safeguarding lead and team as needed.
• Test, provide feedback on, and iterate processes for the Care Coordination Team in collaboration with product and engineering.
• Provide regular updates on ticket volumes in cross-functional team meetings.
• Support the development of new Care Coordinators as they join the team.

Skills and experience:

Essential:

• At least three years of experience in customer service roles.
• Excellent communication skills, both written and verbal, with fluency in English.
• A friendly and approachable nature.
• Flexible and adaptable, comfortable working in a dynamic, ever-changing environment.
• Enjoys supporting people with challenges, and pays close attention to the details of each interaction.
• Familiar with typical IT tools including support ticketing systems, and Google Workspace or Microsoft Office.

Desirable:

• Courses or further study to demonstrate personal development in customer service
• Experience in a startup or healthcare environment.
• Previous experience coaching more junior colleagues.
• Knowledge of patient confidentiality and data protection regulations.

Don’t meet every requirement? Studies have shown that women and people from ethnic minority groups are less likely to apply to jobs unless they meet every single qualification. At Paloma we are dedicated to building a diverse and top performing workplace, so if you’re excited about this role but your past experience doesn’t align with every qualification, we strongly encourage you to apply. You may be just the right candidate for this or other roles!

Time commitment: Full time

Location London option: Hybrid working between home and our London office (in Borough).

Reporting to: Autism Service Team Manager

Benefits:

• A strong team and positive culture.
• Monthly staff wellbeing check ins, with clear responses to feedback received
• Salary of £31,000
• Annual salary reviews, 5% employer pension, and company laptop.
• Share options in Paloma Health, you benefit from our success!
• A unique benefits package including 34 days annual leave (including public holidays) and a two-week paid sabbatical for every 3 years of service.

Equality & Diversity:

We are an equal-opportunity employer that is committed to diversity and inclusion both within the workplace and throughout our application process. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Application process: Please provide a CV, and in that CV set out what attracts you about this role. Closing date for applications is the end of day Friday 18th October.

We understand that applying for a new job takes a lot of work and we value your time. We are looking forward to reading your application.

Join us and be part of our journey to revolutionise access to Autism Assessments for patients in England!