Patient Care Advisor (German speaking)

About ZAVA

We believe healthcare should be accessible, dependable and affordable for everyone. Now part of Hims & Hers Health, Inc., one of the fastest growing digital health companies in the world, we’re entering an exciting new chapter as we expand our reach and accelerate our impact.

Our team of Doctors, Engineers, Patient Care Advisors, Pharmacists, Marketers, Product Managers, UX Designers, Commercial, and Operations Specialists work together to build digital healthcare that truly fits around our patients’ lives.

The pandemic changed how people access care, and we’ve led the way by providing over 14 million consultations across the UK, Germany, France, Spain, and Ireland. More patients than ever turn to us for help with weight loss and other conditions that can be safely treated online. We’re evolving our service to make care even more personal, supportive and effective.

We’re doing more than providing healthcare. We’re empowering people to take control of their health, and with Hims & Hers' support, we’re scaling our vision to become a global leader in digital healthcare.

What you'll own

• Providing patient care to our patients: Dealing with all means of written and verbal communication, from patients needing to book an appointment to those discussing their health care problems. Regardless of the contact, please provide a WOW end-to-end experience for the patient.

• Medical Administration: Assisting with the doctor team’s clinical work with regard to communication with other healthcare professionals, as well as any other administrative tasks that may arise.

• Complaint management: Ensure complaints/incidents are recorded appropriately and escalated accordingly.

• Stakeholder management: Help facilitate communication between ZAVA, its patients, the labs we work with and partner pharmacies.

• Working as part of a close-knit team: Work with other parts of the Patient Care Team to ensure all our patients across locales are supported as effectively as those within their locale. Contributing to consistently ensuring the highest levels of care are provided in an efficient manner

• Personal and team development: Maintain a continual review of personal performance, seeking to improve effectiveness both individually, as a member of the Customer Support team and as a member of the wider ZAVA team.

What we're looking for

• Fluent German and English Language skills, written and verbal.

• Experience working in customer support and administration, where you can handle multiple queries at the same time, prioritising as appropriate.

• Experience working in a call centre environment, remotely or in an office.

• Good decision-making skills, remaining calm under pressure.

• Attention to detail and strong organisational skills.

• Ability to adapt to changing demands and experience of working in a fast-paced team.

• Proven IT skills.

• Can work as part of a team

• Ability to adhere to regulations/policies

• Ability to follow tasks through to completion

• Desire to help patients - caring and empathetic

• Strong initiative

Nice to Have - Not Essential

• Experience working in healthcare, telemedicine, or pharmacy operations.

• Previous exposure to managing escalations, incidents, or customer feedback system s.

Our values

• 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 tea m.

Benefits from the day you join:

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 cashback plan through SimplyHealth

20% off all ZAVA products & services for you and your friends and family

Remote, hybrid, and flexible working 

MacBook Pro 

Flexible bank holidays - take the ones that matter the most to you

Additional benefits after probation:

£500 training budget per year

‍⚕️Vitality Private Health Insurance + Vitality discounts & headspace membership

Workplace Nursery Salary Sacrifice Scheme

Pension Salary Sacrifice Scheme

✈️ Company sabbatical after 2 years

Opportunity to work from overseas for 2 months each year  

Gift vouchers after 3, 5, and 10 years of service

Some benefits may differ depending on your role or location but we aim to make sure everyone enjoys a great experience at ZAVA!

We encourage applications from people of all backgrounds. If you don’t meet every requirement but feel you could thrive in the role, we’d still love to hear from you. If you require any reasonable adjustments as part of the recruitment process, please let us know.