Patient Care Advisor (Spanish/UK)

Zava Med; London; Hybrid; GBP 24,000 - 28,000; Full time

Job summary

A digital healthcare provider is seeking a dedicated Patient Care Advisor who is bilingual in Spanish and English. This remote-first role requires strong communication and problem-solving skills. Candidates will manage patient inquiries and collaborate with clinical teams. A commitment to quality care and the ability to multitask in a fast-paced environment are essential. Benefits include extensive holiday, wellness support, and a training budget.

Benefits

33 days of annual leave pro-rata

Free access to Wellness Cloud services

Healthcare cash back plan

20% off all products and services

Qualifications

• Proficient in handling patient inquiries in both Spanish and English.
• Experience in call center or customer support roles, ideally in healthcare.
• Capable of managing multiple tasks effectively in a fast-paced setting.

Responsibilities

• Handle communications, addressing patient inquiries promptly.
• Assist the clinical team with administrative tasks.
• Log and escalate complaints as necessary.
• Facilitate communication between ZAVA, patients, and stakeholders.

Skills

Bilingual in Spanish and English

Strong communication skills

Problem-solving skills

Multitasking abilities

Tools

IT systems proficiency

Job description

Overview

Join to apply for the Patient Care Advisor (Spanish/UK) role at ZAVA.

Location: Remote-first. Primarily remote with the flexibility to work from home. You may need to attend the office at least once a week, with occasional additional in-office 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.

Languages required: Bilingual in Spanish and English, with Spanish proficiency at a level comparable to a first-language speaker.

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 team of doctors, engineers, customer support advisors, marketers, and more, working together to shape the future of healthcare.

Role Overview

We are seeking a compassionate, dedicated Patient Care Advisor who is bilingual in Spanish and English, with Spanish proficiency at a level comparable to a first-language speaker, to join our fast-paced, growing team. You will be integral to providing exceptional care, handling patient inquiries across multiple channels, and collaborating with various teams to ensure a smooth, high-quality healthcare experience. This dynamic role requires strong communication, problem-solving, and multitasking skills.

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 escalate 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

• Bilingual in Spanish and English, with Spanish proficiency at a level comparable to a first-language speaker.
• Call centre or customer support experience (ideally in healthcare).
• 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 one day a week (if hybrid working is introduced).

Nice to Have - Not Essential

• Experience in healthcare or digital healthcare.

Personal Attributes

• Humble: you listen and take on feedback, you’re kind and caring to those around you.
• Inquisitive: you question the status quo, and dare to do things differently.
• Resilient: you embrace change and face challenges.
• Macher: you are innovative and rise above to improve, develop and deliver.
• Collaborative: you actively share ideas and work together to drive goals as a team.

Benefits

• Benefits from the day you join, including 33 days per annum pro-rata (inclusive of public and bank holidays) + birthday off
• Free access to Wellness Cloud, advice, counselling, and corporate discounts
• Healthcare cash back plan through SimplyHealth
• 20% off all ZAVA products & services for you and your friends and family
• Remote, hybrid, and flexible working (role dependent)
• Flexible bank holidays - take the ones that matter most to you

Additional notes

• £500 training budget per year after probation
• Company sabbatical after 2 years
• Opportunity to work from overseas for 2 months each year (role dependent)
• Cash vouchers after 3, 5, and 10 years of service
• We encourage applicants who feel they do not meet every requirement to apply and tell us how we can help you succeed; certain positions may be subject to a satisfactory DBS check

We are committed to equal opportunity and encourage applicants from all backgrounds to apply.