Patient Support Advisor

About the company

Since our inception in 2015 in Denmark, Liva has been a pioneer in the field of digital behaviour change. Our ambition is to empower 1 million people by 2030 to improve their health and well-being by preventing and managing chronic conditions through digitally-powered, evidence-based lifestyle interventions.

Headquartered in Copenhagen and London, our collaborations with healthcare systems - including the NHS, life science companies and health insurers - allow us to impact lives at scale. We recently acquired Momenta, a leading developer and provider of evidence-based, outcome driven, healthy lifestyle solutions that help people negotiate the many day-to-day challenges they face in living healthier lives, with a focus on weight management.

At Liva, we are a purpose-driven company; we go to work every day to help people live better lives. Our purpose is in our DNA, and we are always on the lookout for talented people eager to evolve and build a life-changing career within global health tech.

Your tasks

About the role Once people start a Liva programme, we want them to feel supported every step of the way. You'll be one of the people making that happen: answering their questions, solving their problems, and reaching out when someone has drifted away. You'll also help us work smarter, by improving our help centre and building the automations that get patients answers faster.

• Supporting patients, coaches and partners across phone, chat and email, so everyone gets a quick, helpful answer
• Helping patients use our app and programmes, and fixing problems when things go wrong

• Handling first-line concerns and complaints with care, and escalating when needed
• Writing and improving help centre articles, so patients can find answers themselves

• Building automations and workflows in our helpdesk to make support faster and simpler
• Spotting common issues and helping us fix them at the root

Requirements

What you'll have

• Experience in customer or patient support across several channels
• Excellent written communication, and the ability to stay calm in difficult conversations
• Experience with a CRM or helpdesk, including building automations or workflows
• An interest in health, wellbeing or helping people change their habits
• Help centre or knowledge base writing
• Understanding of data protection and safeguarding

What we offer

What you'll get

• Meaningful work helping people improve their health
• The chance to shape how our support service works, not just run it

• A collaborative, supportive team
• Exposure to digital health and behaviour change at scale

Other

We believe in doing business the right way. Liva is committed to eliminating discrimination and encouraging diversity amongst our workforce. We're committed to developing a representative workforce at all levels, and maintaining a working environment that promotes the health and wellbeing of our employees.

Guaranteed Interview scheme - As part of our commitment to the Government Disability Confident Initiative, and the Armed Forces Covenant, we are offering a guaranteed interview scheme to anyone with as disability as defined by the Equality Act 2010, or military veterans, service leavers, and military spouses.

Liva will operate a fair, inclusive and transparent recruitment and selection process. If you require any reasonable adjustments throughout our interview process please let us know and will be happy to accommodate.