👋 About Suvera

At Suvera, we're on a mission to keep people in good health. To achieve this, we're looking for experienced customer support advisors to join our growing team.

This is an exciting opportunity to become a key part of a company that’s leading innovation in chronic care delivery with virtual clinics across the UK. As a Care Support Advisor, you will be an integral part of our Care team, providing assistance to our patients, partners, and fellow care team members. Your primary responsibility will be to serve as the initial point of contact for our users, offering support through email and telephone communication. Your active role will involve guiding patients and partners toward the appropriate healthcare professionals and team members.

The position is permanent, full time (40 hours over 5 days a week) opportunity. To apply, click the ‘apply for this job’ button below or fill out the form at the bottom of this page.

You must be based and have the right to live and work in the UK at the time of application. Please note we are unable to sponsor visas at this time.

What we offer

• Base salary of £23,000 - £25,000 pa full time
• 32 days annual leave, plus 8 public holiday
• 5 days paid study leave pro-rata for approved course
• Remote working from wherever you are in the UK
• Matched pension contributions (5% employer, 5% employee)
• Strong clinical leadership and support
• Community-building events and socials
• Enhanced maternity & paternity pay
• Equipment budget on joining us
• Annual education and wellbeing budget
• Free external financial advice, mental health support and therapy sessions
• Medical indemnity cover for all Suvera work
  

🤔 What’s so special about this role

This presents an exciting opportunity for individuals who have experience providing patient 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.

This role provides an opportunity to be upskilled and receive internal and external training on how to handle additional types of calls and tasks, including those involving the co-ordination of patient care, learn new clinical systems and learn more about long term health conditions.

💻 Role duties

• Answer incoming phone calls, transferring calls or dealing with the callers’ requests appropriately and escalating, where necessar
  
• Proactively scheduling patient support calls
• Conducting introductory calls and patient support calls independently at pre-scheduled appointment times
• Schedule patient support calls and calls to introduce the service
• Managing 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
• Documenting and actioning patient calls, emails, queries and feedback as and when they arise under the appropriate tags and details in Suvera’s Clinical Dashboard
• Following up with patients for arranging or rearranging appointments and other time-sensitive tasks

👀 We're looking for someone who:

Essential:

• Previous experience in frontline customer support handling calls in highly regulated environments, health care/patient facing settings highly desirable.
• 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 new technology and are able to work with a variety of software systems
  
• Highly organised 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
  
• Experience and confidence using Patient Health Record Systems such as EMIS, System 1 or other
  

Nice to haves:

• Experience with supporting patients
• You have previous experience working for a digital health care provider
• Passionate about being a part of healthcare

Personal Attributes:

• Growth mindset and lifelong learner
• Passionately curious
• Ability to adapt to a fast and volatile environment
• Patience

🤔 How to apply

Click the apply for this job button or fill out the form below. We welcome all applications from a diverse range of backgrounds and experiences.

If you need any adjustments to support you with your application, let us know by emailing peopleteam@suvera.co.uk in advance so we can put the right support in place for you.

There are various ways in which we can adjust your interview or application including, but not limited to, organising phone calls instead of videos, accepting applications in alternative formats, sharing questions or more context in advance of your interview, additional time in the interview and more. Let us know what you need.

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

No agencies, please.