Patient Services Specialist

We have an exciting opportunity for somebody to join Oviva as a Patient Services Specialist. This is a permanent full-time position. 

Why Oviva?

To build a healthier future for all, our mission is to provide the most accessible and effective care to people living with weight-related conditions. Why? Because everyone deserves their healthiest self.

By blending behavioural change therapy with our unique technology, incredible team of passionate individuals, and innovative company culture, we are creating affordable and accessible app-based healthcare programs to tackle diet-related health conditions such as obesity and type 2 Diabetes. Our proven strategy has helped us become the award-winning and largest digital health provider, treating diet-related conditions in Europe. We operate within the healthcare systems to give people access to the medical care they need. We are rapidly expanding across Europe including the UK, Switzerland and Germany. You will be joining an organization that has treated 500.000 people to date and is continuing to scale up.

The Role:

• You will be a key member of our Patient Services Team, leading by example to deliver an excellent experience to our patients

• You will engage with patients via various media including calls and emails as per internal processes, whilst ensuring appropriate documentation of patient contacts in the OCS 

• You will act as the key point of contact for PSCs and Senior PSCs for any queries or issues relating to the programme(s) you work on, as well as driving KPI success in these programmes, notably achievement of IA and onboarding milestone commitments

• You will complete monthly quality audits for PSCs and Senior PSCs, to ensure competencies across tasks and provision of excellent patient care, providing constructive feedback and additional training to team members where necessary

• You will play a key role in the training and onboarding of new team members, coordinating the training programme during their induction period

• You will act as cover for your line manager during periods of absence

Key responsibilities & deliverables:

• Completion of all PSC and Senior PSC quality audits monthly, as well as quarterly peer to peer quality audits with Patient Services Specialists

• Completion of a minimum of 10 hours patient facing PSC tasks per week, to ensure maintained understanding of processes, identification of any process related bottlenecks, and support programme and business performance

• Involvement in task shadowing across the PSC team

• Collaboration with Patient Services Managers on project work

Essential:

• Prior experience as a PSC, demonstrating high levels of competency across PSC tasks

• Ability to demonstrate sound and in-depth knowledge and application of our PPC processes, including handling complaints and safeguarding concerns

• Good understanding of Information Governance procedures to ensure the security of patient data

• Experience using motivational interviewing to onboard and retain patients on our programmes 

• Excellent verbal and written communication skills

• Competent user of IT equipment and essential software (email, word processing, data entry and interpretation) 

• Ability to thrive in challenging, fast-paced situations 

• Highly organised and ability to work autonomously

• Ability to prioritise PSC workload based on business needs

• Previous experience in training delivery and provision of feedback

Desirable: 

• Experience in leading change and effective change management

What we offer:

• The opportunity to make a meaningful impact in revolutionizing healthcare, across the UK and beyond in the high-growth environment

• A comprehensive well-being program; including Healthcare Plan & Employee Assistance Program

• We embrace flexibility & remote working

• Equipment allowance to support your home working set up

• Competitive Salary & company pension

• Enhanced Family leave

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