Junior Clinical Operations Associate

Heim brings healthcare into people's homes. We work with digital health startups and private clinics to offer blood testing, wound care and long-term monitoring through a network of mobile clinicians. We launched at the end of 2023 and appointment volume has tripled every period since.

This role is the first point of contact for patients, clients and practitioners, so you're the person who makes sure everything runs smoothly. Day to day, you'll:

• Answer queries from patients, clients and practitioners, and solve issues quickly

• Guide patients through their whole journey with Heim, from first booking to post-appointment follow-up

• Support ad hoc scheduling and coordinate appointments on the Heim platform

• Escalate any clinical concerns to the right person

• Keep accurate, timely records across every communication touchpoint

• Support the clinical team with things like onboarding new practitioners

• Spot and help implement process improvements as we go

Because you're handling patient and clinical data daily, you'll also need to:

• Handle patient, practitioner and client data, including special category health data, in line with our Data Protection Policy and UK GDPR

• Only access the records you need for the job in front of you

• Report anything that looks like a security incident or near-miss straight away

• Complete mandatory security and data protection training, including annual ISO 27001 awareness

The hours are Monday to Friday, 10:00am to 7:00pm GMT, fully remote and you'll be part of a small but mighty team with daily stand-ups. Very occasionally you might need to flex for a weekend or bank holiday, but we'll always give plenty of notice.

Contract: Fixed term contract, 40 hours a week
Location: Fully remote (UK) but with access to our Shoreditch office whenever you like
Pay: £27,000-£30,000 a year

Opportunity: A front-row seat at a mission-driven, fast scaling health-tech company working as part of a team who are passionate at improving how people access healthcare

Essential

• Good written and spoken communication, clear and responsive

• Organised and calm under pressure

• Comfortable picking up new tools quickly (Google Workspace, Notion, Slack)

• Can work independently and manage competing priorities

• Understands the importance of handling patient data with upmost confidentiality

Nice to have

• Experience in healthcare, clinical ops, customer support or a startup

• Familiarity with UK GDPR or NHS information governance

• Experience with patient-facing platforms or scheduling tools

Things we’re looking for in a candidate:

• Has genuine care - For patients, their time and their health outcomes. 

• Strong communication - Equally clear with a patient, a nurse or a clinic director. 

• Fixing things - When something goes wrong, you're already thinking about how to put it right. 

• Extreme ownership - When you say you'll handle it, it's handled. You volunteer for hard problems, own your mistakes and give credit where it's due. 

• Comfort with ambiguity - You're excited to grow with us as we scale. 

• Security mindset - You treat patient data with the same care and discretion as clinical care itself.

Sound like you? Come and build with us!