About Pastel Health
Millions of people in the UK live with chronic pain, a burden that affects every part of their lives. Yet the journey to access the care they need can take years. Pastel Health is here to change that; we offer compassionate, multidisciplinary care that helps patients get their lives back on track.
Our mission is to transform the lives of people living with chronic pain whilst making clinical work more fulfilling. This commitment is at the heart of everything we do.
We are a start-up, building as we go. This can mean embracing ambiguity, working at pace, and adapting quickly. The journey ahead will be exciting, rewarding, and rich with opportunities for you to make an impact and progress professionally. This will excite you, as it does us.
Who we seek
If the following sounds like you, we know you’ll be a great fit here:
- You care deeply about patients, recognising that how you deliver care is as important as what you deliver.
- You love working in a team, learning from and teaching those around you.
- You think differently, understanding that we need fresh approaches to solve access challenges and improve outcomes.
- You make a difference and want to work in a place where others do too.
About the role
We are seeking a compassionate and organised individual to be our second Patient Care Coordinator, acting as a dedicated guide for our patients. You will ensure a seamless journey from referral to discharge, serving as the link between our patients and our clinical team, ensuring we deliver an exceptional care experience.
This is a full-time hybrid role. You will typically be required to work from our Leyton office three days per week - more important initially, as you onboard to the role. We are open to discussing alternative arrangements for the right candidate. You will report to the Executive Chair and work closely with the Clinical Director.
Hours: Full Time - 40 hours per week, across Monday - Friday 9 am - 6 pm
Key Responsibilities
Patient Communication & Support
- Act as the compassionate first point of contact for all patient enquiries via telephone and email.
- Manage the onboarding process for new patients, welcoming them to the service and explaining the next steps.
- Respond to incoming queries promptly, providing clear advice and support to patients throughout their journey.
Pathway Coordination
- Manage the intake of new referrals and monitor patient progress to ensure a seamless journey from referral to discharge.
- Lead appointment scheduling for remote and in-person clinics, aligned with clinician availability, and handle rescheduling or cancellations efficiently.
- Maintain accurate patient records within the Electronic Patient Record (EPR), ensuring data quality and strict adherence to confidentiality and GDPR.
MDT & Operational Support
- Provide comprehensive administrative support for Multidisciplinary Team (MDT) meetings and Clinical Operations meetings.
- Manage written and verbal correspondence with GPs and other healthcare professionals, including the management of clinic letters and information requests.
Service Improvement & Feedback
- Actively capture feedback from patients, their families, and carers regarding their experience with Pastel Health.
- Handle initial patient complaints or concerns with empathy and tact, escalating issues where necessary.
- Support service improvement initiatives, helping the team continuously enhance the quality of care delivered.
Experience and Qualifications
- Proven experience in a patient-facing healthcare administration role, ideally within a fast-paced or start-up environment.
- NVQ Level 3 in Business Administration/Customer Service (or equivalent work experience).
- Exceptional verbal and written communication skills, with the emotional intelligence to support a diverse patient group in a variety of scenarios.
- The ability to prioritise your own workload and make operational decisions without constant supervision.
- Advanced skills in Google Workspace/Microsoft Office, confidence and interest in learning new digital systems.
Additional Requirements
In addition to the responsibilities outlined in the attached job description and person specification, all candidates must meet the following requirements:
- Right to Work: You must be legally entitled to work in the UK. Unfortunately, we are unable to offer visa sponsorship for this role.
- Pre-employment Checks: We are committed to safer recruitment and to safeguarding the well-being of all patients. All successful candidates will be required to undergo satisfactory pre-employment checks, including but not limited to:
- Standard Disclosure and Barring Service (DBS) checks,
- Professional references ideally spanning 5 years of relevant employment or equivalent.
Our benefits
- 25 days' holiday pro rata plus bank holidays and an annual wellness day.
- Flexible Working: We support a healthy work-life balance with options for hybrid working and adjusted hours as your role allows.
- Career Growth Days: Receive dedicated paid days each year to focus on your professional development. Attend courses, conferences, or pursue learning aligned with your career aspirations.
- Family-Friendly Policies: We offer comprehensive support for parents and carers, including enhanced leave policies, to help you manage your family commitments.
- Team Socials and Fun: Look forward to regular team socials and fun events to help you connect with colleagues and enjoy our journey
- Pension Scheme: Secure your future with our contributory pension scheme, helping you plan for the long term.
Our commitment to you
We’re committed to building a team that reflects the diverse communities we serve, and we recognise that inclusive care starts with inclusive recruitment.
We understand that candidates from underrepresented backgrounds – including people from ethnic minority communities, people with disabilities, LGBTQ+ individuals, and women – may hesitate to apply unless they meet every requirement.
If you need the Job Description or Person Specification in a different format more accessible for you, please contact us. We are committed to making reasonable adjustments throughout the recruitment process and will provide support at every stage to ensure equal access for all applicants.
Application information
Depending on the volume of applicants, we may be unable to provide feedback to candidates who are not shortlisted.
Pay: £30,000.00-£33,000.00 per year
Benefits:
- Additional leave
- Casual dress
- Company events
- Company pension
- Enhanced paternity leave
- Referral programme
- Sick pay
- Work from home
Application question(s):
- This hybrid role requires some working from our office in Leyton, London. Are you able to commit to this?
Experience:
- patient-facing healthcare administration: 1 year (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in London E10 5UB
