Customer Service Agent

£22,000 to £23,500 | Part or full time | Hammersmith, London (Remote)

Introduction to Doccla

We’re Doccla, the virtual ward company. We provide patients and clinicians with the transformative power of remote patient monitoring. 

Our customers are Hospital Trusts and Community Services that we partner with to deliver virtual wards. With Doccla, patients can have their care stepped up from community services or they can be discharged from a hospital ward to a virtual one. Patients get to receive treatment in the comfort of their own homes whilst health services become more efficient. Unsurprisingly, both the number of trusts we work with and the number of patients we support is constantly growing.

Doccla is a young company with big aims and a lot of momentum. We're solving real problems for patients and health systems. And we’re looking for dedicated people with a passion for healthcare to join us.

Role and responsibilities. 

As a customer service agent you will be part of the team that provides support 7 days a week to our patients and clinicians. The ideal candidate will be someone with customer service experience, who wants to help build the team going forward. This is an extremely rewarding position that has a direct benefit on patient’s lives. 

In this role you will:

  • Provide support to both patients and clinicians via our customer support lines.
  • Manage patient onboarding including explaining medical pathways, how to use basic medical equipment (such as a thermometer or blood pressure device), and how to use the Doccla app to enter measurements.
  • Monitor patient compliance including contacting patients when they have not completed their remote visit on time and troubleshooting patient issues.
  • Manage sensitive Patient Information across our information management systems.
  • Attend training and team meetings at our Hammersmith office once every four to six weeks.

Requirements

All applicants must be:

  • Based in the UK.
  • Able to speak and write clear, fluent English.
  • Empathetic.
  • Able to work quickly and accurately.
  • Organised and detail and task-completion oriented.
  • Competent working with MS excel or google sheets as well as being able to learn to use other computer applications.
  • Able to work independently and under your own initiative.
  • Flexible and adaptable; willing to work and help wherever needed.
  • Great at problem-solving and able to think on your feet.
  • Someone who communicates in a clear, pleasant, and knowledgeable manner.
  • Able to handle confidential data.
  • Available to work shifts in the evening and at the weekend.

Please also share with us if you:

  • Have previously worked in a medical environment.
  • Have previous experience of working with Zendesk.
  • Have previous customer service experience.
  • Have previously worked in a startup or other entrepreneurial environment.

How we work

We empower everyone to take ownership and responsibility for the company and their role within it. We act ethically and think of helping patients and protecting their safety first. 

Whatever your role is, to thrive at Doccla, a can-do and action oriented attitude is essential. As is being a clear and open communicator who is receptive to feedback.

We practice hybrid working with offices in London and Stockholm and a team across Europe. 

Most of the team lives in London and works from the Hammersmith office one to three days per week. For your role we expect you to work remotely with occasional visits to the office (once every four to six weeks). To tempt you in on those days, we provide a team lunch as well as convivial company and the perks of working from a WeWork.

We value our people. So we always look to progress existing members of the team rather than hire from outside. 

Finally, we also have a very generous benefits package. This includes a monthly budget of £70 to spend on Heka, our employee wellness platform. On Heka you can spend this budget on everything from Gusto boxes to massages, climbing lessons to yoga, gym memberships and more.

If this role appeals and you would like to join the team please send your CV and a cover letter outlining your interest in Doccla and in this role to hiring@doccla.com.

Tell us more about you

We would love to have you in our team!
Thank you! We’ll be in touch.
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