*Please be aware although we are a remote organisation we do require candidates to reside in the UK.*

Salary: £30,500 per annum

Work pattern: Full-Time (Monday-Friday 9am-5:30pm)

Reporting to: Client Coordinator Team Lead

Team: Medication

#LI-Remote

About us

Our team at ProblemShared is growing, we are on a mission to provide exceptional care, and we have opportunities available to join our supportive and collaborative team. We truly believe that you can do the best work of your career with us and have meaningful impact on the patients we support. We combine People, Data and Technology, we 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. Striving for excellence and best in class clinical service is at the heart of our team where learning and CPD is integral. 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.  

About the role

ProblemShared is seeking a Client Coordinator to join our Client Coordinator team. As a Client Coordinator, you will play a key role in ensuring that clients receive a professional, supportive and seamless experience throughout their medication journey with ProblemShared.

Acting as an important link between clients, clinicians and operational teams, you’ll respond to enquiries via email and telephone, coordinate client progression through the medication pathway, and ensure actions and administration are completed accurately and within agreed timescales. This is a busy and varied role, requiring someone who can manage competing priorities, work confidently with high volumes of activity and maintain a consistently high standard of client service.

You’ll develop a strong understanding of our pathways, processes and systems, using this knowledge to resolve queries wherever possible, provide clear and compassionate information, and recognise when issues need to be escalated. You’ll maintain accurate and confidential client records, work within agreed SLAs and collaborate closely with clinical and operational colleagues.

You’ll also contribute to the ongoing improvement of our services by identifying recurring issues, process gaps and opportunities to enhance the client experience, while supporting a positive and inclusive remote-working team environment.

What we are looking for

Must haves

· Proven experience in a client-facing, customer service, administrative or coordination role.

· Experience managing a high volume of enquiries, tasks or cases within agreed timescales.

· Experience communicating professionally with clients or customers by telephone and email.

· Excellent written and verbal communication skills.

· The ability to communicate clearly, warmly and professionally, including when dealing with challenging or sensitive situations.

· Strong organisational skills and the ability to manage competing priorities.

· Excellent attention to detail and a commitment to accurate record keeping.

· The ability to work independently while also contributing effectively to a wider team.

· Strong computer literacy and confidence learning and using multiple digital systems.

· The ability to follow established processes while recognising when something needs to be escalated.

· The ability to work effectively against KPIs, SLAs and quality standards.

· A proactive approach to problem-solving.

· The ability to remain calm and professional when working under pressure.

· A strong commitment to providing an excellent client experience.

· The ability to work effectively in a fully remote environment.

Nice to haves

· Experience working in healthcare, HealthTech, mental health, neurodevelopmental services or a related environment.

· Experience supporting neurodivergent people or working in a neurodiversity-informed environment.

· Experience working within a regulated or confidential service.

· Experience using Zendesk or a similar customer-service/ticketing platform.

· Experience working with electronic patient/client records or case-management systems.

· Experience working to formal KPIs, SLAs or service standards.

· Experience working within a rapidly changing or scaling organisation.

· Experience identifying and contributing to process improvements.

What we offer you

• Excellent salary

• A reward package that recognises contribution, performance and impact

• 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

• All company events and in-person team 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'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.

It's as easy as 1-2-3!

• Step 1 - Screening call

• Step 2 - Interview

• Step 3 - Offer