Job opening

Patient Care Coordinator

Position type

Full-time

Location

Rome or Remote

We are seeking an outstanding and hard working Patient Care Coordinator to oversee the daily operations of our digital healthcare platform.

About us

DoctorsinItaly is a purpose-driven startup, founded in 2018 and accelerated by Bocconi University’s startup program.

Our digital platform seamlessly connects culturally competent doctors to those who are part of the international community of travelers, expatriates, and digital nomads and happen to need medical care in Italy. 

The post-pandemic world is increasingly digital and borderless, and people will be working, traveling, studying, and living wherever they wish. 

Every day, we are driven by our mission to simplify and streamline the healthcare journey, combining qualified medical assistance with speed and convenience, and lowering the language and cultural barriers to accessing healthcare.

What you will be working on

DoctorsinItaly’s success depends on the Patient Care Coordinator to ensure a consistently amazing experience to all users. 

As Patient Care Coordinator you will be an ambassador for our users, working directly with them via messaging tools, email, and over the phone, as well as liaising with internal and external stakeholders on their behalf.

With your mastery of our proprietary system, and an in-depth understanding of our processes and the user experience, you will remove barriers to care and promote collaboration and resolution of open tasks, all the while striving for exceptional patient and provider experiences. 

You are the first line of defense for seamless care coordination to ensure patients’ needs are met anywhere in Italy, either via in-person care or virtual care. 

Additionally, you will be the point of contact for patient feedback, as well as the one to provide support as requested by the network providers, in collaboration with the Operations. 

You will embody the brand’s mission, values and style in your interactions, and represent the whole company.

You will cultivate strategic, positive relationships with the network of medical providers and clinics, and collaborate with them to satisfy patient’s needs and increase the liquidity of the marketplace.

Your day-to-day

  • You will monitor the backend of our marketplace, overseeing that patients and doctors are matched, ensure bookings run smoothly and intervening when necessary, and providing information
  • You will manage inquiries to ensure a positive virtual interaction with users and providers inside and outside of DoctorsinItaly, helping to coordinate their care by phone, messaging, or in-system
  • When necessary, you will help users with administrative and operational issues, including but not limited to appointment management, payments, insurance, and billing
  • You will act as the first point of contact for providers and clinics in the network, addressing their immediate needs and collaborating with Operations to increase their effectiveness
  • You’ll help providers with quick troubleshooting and basic technical support while using our app and video consultation system
  • You’ll engage daily with patients to collect their feedback and learn what can be improved
  • You will use tools such as Asana, Whatsapp, G-Suite, Tawk.to, FB messenger, and email to interact with patients and with colleagues and to complete the daily tasks
  • In your work you will report to the Founders, you will assist in brainstorming to establish and fine-tune processes
  • You will collaborate with Operations to create an excellent user experience and streamline the healthcare journey for patients and providers
  • You will monitor weekly metrics of the platform and work with the Founders to develop strategic goals and initiatives to increase liquidity, NPS, and retention

Who you are

  • You have a passion for the digital world and for healthcare
  • You have at least 2 years of experience in customer or patient facing service roles
  • You have strong written and verbal communication skills, impeccable English fluency and a good knowledge of Italian
  • You have stellar communication and interpersonal skills, with an unwavering drive to help others and create amazing moments for our users and providers
  • You are proficient in computer technology such as typing, keyboard shortcuts, navigating the internet and using multiple software systems simultaneously
  • You are able to deliver on customer-centric solutions while using empathy, focus, and compassion in all interactions with patients, teammates, and stakeholders
  • You are a self-starter capable of working independently, you multitask like a pro, you’re a strong believer in individual accountability, initiative, proactivity and autonomy
  • You understand that speed matters and you get things done to move forward
  • You combine playbooks and procedures with your own problem solving skills to tackle tasks and challenges
  • You are unstoppable, you persevere through change and adversity until the job is done — and done flawlessly. You play the long game, even under pressure, and do whatever it takes to get the results you aim for
  • You have the attitude and ability to collaborate in a small interdisciplinary team and to thrive in a dynamically evolving and informal environment ─ a typical startup
  • You are passionate about your work, you bring a lot of energy and you like what you do, even on bad days ─ DoctorsinItaly is yours as well!
  • You do well in an environment where mistakes are examined openly and treated as a learning opportunity for all
  • You’re not at all picky and you’re not afraid to get your hands dirty: you do anything that needs to be done

What working with us looks like

We started DoctorsinItaly with friends and family and those are the kind of relationships we want to maintain, however big we grow.

Using our hands-on experience, we have developed a unique way to match demand and supply in a way that is smarter and more efficient than ever before, meeting the needs of busy doctors and travelers running out and about.

You’ll be working in a financially solid company in a time of tremendous growth.

You’ll work with people who care (a lot!) and give their everything to build something great. Our sleeves are permanently rolled!

You’ll learn so much in such a short time that your head will spin.

Your everyday work will make the difference and you will be an essential part of the team.

You will play a key role in making healthcare more accessible, and in eliminating language and cultural barriers in Italy.

Your role will grow exponentially with the company: there is no upper limit, you could be the CEO one day.

Benefits and commitment

  • Full time, long term
  • Competitive Salary and Employee Equity Options
  • +20% pay rise after just one year
  • 26 days annual leave + parental leave
  • Free online therapy: we want you to be happy and at your best!
  • Free books and budget to attend and speak at conferences if the opportunity arises
  • Drinks, snacks, fresh fruit in the office

Our top-notch HQ in the heart of Rome (Piazza di Spagna) has natural light, quiet rooms, state-of-the-art hardware, beautiful common spaces and a terrace with a view!

We love working from our office, meeting in person and exchanging ideas. That said, we support remote working, if that’s best for you, after you complete your first month of training and onboarding.

You will need a quiet and private area with reliable internet connection in your home, if you choose to work remotely.

DoctorsinItaly is an equal opportunities employer. We make recruiting decisions based on your skills, not on your age, gender, sex, preferences, religion, ethnicity, lifestyle, or on any part of your identity. We value your commitment to growth, your work ethics, and your empathy towards others.

At DoctorsinItaly we respect all species. There’s always a place for your furry friends at our office.

Apply for this position!