Customer Support Representative (German speaking)

Patient Care Advisor (German Speaking)

Permanent, full-time

Location: We are a remote-first company; therefore, this role is primarily remote, offering the flexibility to work from home. However, you may need to attend the Farringdon office in London on occasion for training, no set days.

Hours: 40 hours/week, 9 hours/day (1-hour break), Shifts between 8:00 am - 7:00 pm. 5 days a week.

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

Role Overview

We are hiring a permanent Patient Care Advisor with fluent German & English language skills, written and verbal. Contributing to the continued growth and success of our current customer support team, you will have a passion for people and customer service, going above and beyond the call of duty to provide each patient with a WOW experience.

Key Responsibilities

Patient Support via phone and email: Handle written and verbal communications, addressing patient inquiries promptly.

Medical Administration: Assist the clinical team with communication between healthcare professionals and manage administrative tasks.

Complaint Management: Log and escalate complaints or incidents as necessary.

Stakeholder Communication: Facilitate communication between ZAVA, patients, labs, and partner pharmacies.

Team Collaboration: Work closely with the Patient Care Team and other departments to deliver top-tier patient support.

Compliance: Ensure adherence to regulatory requirements

Key Skills & Experience

• Fluent in German and English, written & verbal
• Call centre or high-volume call and email customer support experience (remote or in-office)
• Strong communication skills (written & verbal) and the ability to build rapport quickly.
• Ability to manage and prioritise multiple tasks in a fast-paced environment.
• Excellent problem-solving skills and attention to detail.
• Proficient with IT systems such as booking systems, call software, Google, Slack and MacBook.
• Empathetic, with a genuine desire to help patients.
• Ability to remain calm under pressure and adapt to changing demands.
• Ability to work remotely and commute to the London office in Farringdon one day a week if required for team and training days.

Nice to Have (not essential)

• Experience in healthcare or digital healthcare

Job Type: Full-time

Pay: £26,500.00-£27,000.00 per year

Benefits:

• Additional leave
• Company events
• Company pension
• Employee discount
• Health & wellbeing programme
• Private medical insurance
• Work from home

Application question(s):

• Are you based in the UK with full right to work in the UK?

Language:

• fluent German & English (required)

Work Location: Hybrid remote in London EC1V 7LQ