Organisation – Counterweight Limited
Apprenticeship – Community Health and Wellbeing Worker
Salary - £8 - £12.71
Hours – Monday to Friday Full Time
Vacancy Overview –
This role sits within our Centralised Coaching Team (CCT) and is vital to ensuring a smooth, supportive experience for all patients and referring partners. You will act as a key link between people referring into the programme and our programme support and delivery teams. Your primary focus will be managing the end-to-end GP referral process, conducting individual assessments and ensuring patients receive the best possible care when starting our programmes.
This role encompasses coaching, patient coordination and customer support responsibilities, playing a pivotal role in delivering an exceptional patient experience from the moment of referral. The role requires strong organisational, communication, and problem-solving skills to manage patient workflows, determine programme eligibility and ensure timely communication between GPs, coaches and patients. You will be hands-on, directly impacting both patient success, operational resilience with a critical focus on achieving key patient milestones.
Key Responsibilities -
GP Referral Management and Assessments -
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Receive and manage communications from referrers, acting as the main point of contact for referring partners.
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Process referrals from GPs into our internal systems accurately and efficiently.
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Review patient information to determine programme eligibility based on established criteria.
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Conduct comprehensive individual assessments for referred patients to successfully onboard them into the programme.
Programme Administration and Coach Support -
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Perform general programme support tasks, including managing, updating and resolving tickets within our Customer Relationship Management system.
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Draft and send accurate GP letters to maintain clear communication regarding patient onboarding, progress, and outcomes.
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Ensure all patient appointments are scheduled, booked and tracked effectively.
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Facilitate smooth communication and daily coordination with internal coaching teams to ensure patients receive the right support.
Programme Support and Escalation -
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Learn all Programme SupportPST processes to function as a fully capable team member during busy periods, ensuring operational resilience.
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Serve as the first point of contact for patient queries (via phone, email, and chat), triaging and resolving issues or escalating them to relevant product, tech or clinical teams.
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Act as an escalation point for the Programme Support Team, proactively preventing and managing complex issues regarding appointments or patient concerns.
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Proactively manage and support customers with placing and tracking orders, resolving any delivery issues in coordination with suppliers and couriers.
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Collect, report and analyse customer feedback (surveys, testimonials, reviews) and app access issues to inform continuous service improvement.
Coaching, Operations and Team Resilience -
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Provide Out of Office (OOO) cover for coaches to ensure efficient service delivery is maintained.
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Assist with CCT management and reporting, specifically tracking missing patient measurements and milestone achievements.
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Track missed appointments, follow up with patients and support rebooking while monitoring trends to reduce no-shows.
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Scope out and implement continuous improvements to PST or Coaching processes based on hands-on learning and observation on the job.
Experience and Skills -
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Strong interpersonal and communication skills; confident in phone, email, ticket processing, and conflict resolution.
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Experience in digital healthcare, customer service, operations, and ideally sales or lead conversion.
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Highly organised with great attention to detail, task follow-through, and the ability to manage complex reporting.
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Comfortable working in a fast-paced, team-based environment where collaboration across the business is key
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Tech-savvy with the ability to learn and navigate multiple systems (e.g., CRM, digital health apps, appointment booking tools).
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Analytical mindset; comfortable collecting and interpreting data, identifying trends, and building out process improvements.
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Understanding of patient confidentiality, clinical governance, and data protection (GDPR).
