Care Coordinator

Job Title: Care Coordinator

Time commitment: Full Time    

Location:  Hybrid (3 days/week) in our London office

Reporting to:  Autism Service Team Manager

 

About Paloma

We aim to provide families with high-quality NHS autism and ADHD assessments for their child within 4 weeks of a GP referral. 

We were founded as we are deeply frustrated that families are waiting 2.5-10 years for NHS children’s autism and ADHD assessments, and this crisis has recently been highlighted by the Children’s Commissioner for England: https://www.childrenscommissioner.gov.uk/blog/childrens-commissioner-warns-of-invisible-crisis-as-delays-and-inequalities-laid-bare-among-children-with-neurodevelopmental-conditions/

Our NHS children and young people’s autism assessments went live in November 2024, and we are launching NHS children’s ADHD assessments and treatment in early 2026.

How is Paloma different?

• We are clinically led, Care Quality Commission (CQC) registered, with a strong focus on the quality of care we provide
• We have built our own software platform to:
• Give our families a more consumer-like experience of healthcare
• Free our assessors from documentation to focus on  supporting families
• Our strong culture, including a friendly and approachable team, transparency, a sense of community, and supporting staff career development
• The experience of our founders (Dr Mark Jenkins & Darshak Shah), who have previously built tech-enabled NHS obesity and ophthalmology services. Combined, their previous companies have treated over 1 million NHS patients in the last 15 years!
• Being backed by leading healthcare investors (Triple Point Ventures and Heal Capital), allows us to move fast.

 

The Opportunity

We are looking to hire a Care Coordinator for the team - a key role and an exciting time to join! Our Care Coordinators are our patients' first point of contact, supporting them with onboarding and answering any questions on their journey, e.g., learning more about the service, getting an NHS referral, or rescheduling an appointment.

We are seeking a highly motivated and detail oriented person who loves supporting patients and customers to ensure they have an excellent experience of our service. 

You will be part of a fast-growing Care Coordination Team, and with success, this person can progress to a Senior Care Coordination role.

 

From a cultural perspective, you are:

• Comfortable working in a dynamic environment and embracing change
• Excited about using new technologies in your role
• Always looking for ways to improve our staff and patient experience

 

We commit to supporting your development and well-being, including:

• Quarterly development conversations with clear career progression pathways.

Responsibilities:

• Serve as the first point of contact for patients, consistently providing a warm, welcoming, and supportive experience.
• Manage phone calls and emails from patients, GPs, and other healthcare professionals.
• Maintain and action a dashboard of prioritised tasks including: referral processing and support tickets.
• Good time management skills, ensuring responses are within targeted timelines.
• Ensuring all interactions are documented clearly and to a high standard.
• Manage safeguarding incidents with the support of a safeguarding lead and team as needed.
• Provide regular updates on ticket volumes in cross-functional team meetings.

 

Qualifications and experience:

Required:

• At least 1 year of experience in customer service roles.
• Excellent communication skills, both written and verbal, with fluency in English.
• A friendly and approachable nature.
• Flexible and adaptable, comfortable working in a dynamic, ever-changing environment.
• Enjoys supporting people with challenges and pays close attention to the details of each interaction.
• Familiar with typical IT tools, including support ticketing systems and Microsoft Office and/or Google Suite.
• High attention to detail and extremely organised.

 

Desirable:

• Courses or further study to demonstrate personal development in customer service
• Experience in a healthcare environment. 
• Previous experience coaching more junior colleagues.
• Knowledge of patient confidentiality and data protection regulations.

 

Don’t meet every requirement? 

Studies have shown that women and people from ethnic minority groups are less likely to apply for jobs unless they meet every qualification. Paloma is dedicated to building a diverse and top-performing workplace, so if you’re excited about this role but your past experience doesn’t align with every qualification, we strongly encourage you to apply. You may be just the right candidate for this or other roles!

 

Why join Paloma?

You will be part of a mission-driven organisation that’s transforming access to Autism Assessments in England. We offer:

• A strong and positive culture that prioritises staff well-being, transparency, and career development.
• Protected time and budget for team connection, learning, and community-building.
• Salary of £33,000 per year based on experience 
• Annual salary reviews, 5% employer pension, and company laptop.
• Share options in Paloma Health. We all benefit from our success!
• A unique leave benefits package includes 25 days of annual leave, your birthday off, and 10 days of paid sabbatical leave every three years of service.
• Home Office Equipment Allowance, and Professional Registration Fees Allowance for Assessors.
• Access to NHS discounts, including the Blue Light Card (as we are an NHS provider).

 

Equality & Diversity

Paloma Health is an equal opportunity employer committed to diversity and inclusion in the workplace and throughout the application process. We do not discriminate based on any protected characteristic.

Accommodations

We’re glad to accommodate candidates who need adjustments throughout the hiring process. We encourage you to be open about the adjustments you need, so we can adapt our interview process accordingly.

Safer Recruitment & Pre-Employment Checks

Paloma Health ensures that supporting people to be safe is at the heart of our work and a key priority across all areas of the organisation. As part of our pre-employment checks, you will be asked to complete a Disclosure and Barring Service (DBS) check. Depending on your role within the business, this will be at either an Enhanced, Standard, or Basic level. We are committed to safer recruitment practices and expect all applicants to share our dedication to safeguarding. Our recruitment processes are designed to ensure we appoint individuals who are aligned with our values and who will contribute to maintaining a safe and supportive environment for everyone we work with.

Application process

Please apply via our website. We understand that applying for a new job requires a significant amount of effort, and we appreciate your time. We look forward to reviewing your application.

Join us and be part of our journey to revolutionise access to NHS autism and ADHD care!