Location: Remote

Reports to: Client Coordinator  - Medication pathway

Salary: £28,000 per annum 

Work pattern: Full time Permanent = (Monday - Friday 9am - 5.30pm)

The role

ProblemShared is seeking an experienced client coordinator to join the Medication team. We are looking for a motivated individual with a client centred approach 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.

About us

Our business and team at ProblemShared are growing and we are on a mission to provide exceptional care; and we have opportunities available to join our supportive and collaborative Client Co-ordination team.

We truly believe that you can do the best work of your career with us and have a meaningful impact on the patients we support. We combine People, Data and Technology to empower individuals to take the next step in their mental health or neurodevelopmental journey.

The digital healthcare landscape is exciting and ever changing. We have a depth of knowledge in our own team- working at the forefront of change you will be surrounded by talented and supported colleagues and leaders. Our community of experts have created an environment of knowledge sharing and we have access to the key voices in the world of neurodevelopmental excellence.

ProblemShared has created strong partnerships servicing several NHS, university, and insurer contracts to deliver high quality ADHD and Autism assessments as well as assessments for learning differences. We offer wrap-around care in the form of psychoeducation, prescribing, educational navigation, and therapy sessions all under one roof.  

What you will do

• 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

• Provide support for prescribing team as required to ensure high quality care for clients

• Resolve queries as efficiently as possible in line with relevant KPIs

• Develop a comprehensive understanding of the ProblemShared platform, internal processes, and systems to help support clients through our ADHD medication titration pathway

• 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)

What you will need

Required

• Proven experience in a client/customer support role using phone (inbound and outbound) and email as the primary communication method

• Dealing with high volumes of inbound queries in like with Key Performance Indicators (KPIs)

• Clear, professional, warm, friendly, and informative communication style (both verbal and written)

• Excellent computer skills and the ability to learn new software quickly.

• Strong organisational and ability to work cross-functionally

• Self-motivated and comfortable with remote working

• Excellent attention to detail

Desirable

• Previous experience in a start-up/scale-up (within HealthTech is a bonus)

• Previous experience working with Neurodiverse people, especially in a client/customer facing role

• Previous experience with Zendesk or similar communication platforms

What we offer you

• Excellent salary

• Annual Performance related bonus

• Company Pension Scheme

• 30 days annual leave + public holidays + the option to buy and sell additional leave, & extended leave options such as sabbatical leave

• Private health insurance

• Blue Light card / discounts

• Enhanced family friendly policies

• Flexible working with the option of free co-working

• All company and team in person meet ups

• Access to a range of wellbeing activities

• Access to development / training opportunities to support your career ambition

• One volunteering day per year

Our Recruitment Process and Next Steps:

At ProblemShared, we see beyond just your CV. We're genuinely excited about who you are, your potential, and the unique qualities you bring to our team. We also recognise that life outside of work is important, which is why we prioritise being a flexible employer.

We know that applying for a new role and considering a new team to join can be a daunting process. If you have never worked remotely before, this can also generate a lot of questions regarding the environment and ways of working. We aim to make your experience with us as informative and enjoyable as possible.

• Step 1 - call with our Talent Acquisition team member to learn more about your experience and motivations.

• Step 2 - Meet our experienced team who will take you through an interview to allow you to demonstrate your ability and suitability for the role.

• Step 3 - Offer (if successful!) - (We will ask you to share any relevant documentation/certificates)

We're proud to be an equal opportunity and Disability Confident Committed employer and celebrate diversity and are ambitious in creating a recruitment process that allows everyone to shine and showcase their unique qualities. We offer tailored opportunities and adjustments to help each individual reach their full potential.