Patient Experience Specialist (Do Health) - South Africa

The Opportunity

This is a fantastic opportunity to join our growing Patient Experience team at Do Health, playing an important role in delivering an exceptional experience to our patients. As we continue to grow, you'll help us provide accessible, reliable and high-quality support, ensuring every patient feels heard, understood and supported throughout their healthcare journey.

You'll be a key point of contact for our patients, taking ownership of their queries and ensuring they receive thoughtful and effective support. Your goal will be to create an experience so good that our patients want to tell their friends about us. You'll also act as an advocate for the patient voice, sharing insights across the business and helping us continuously improve our services and processes.

Conditions of Applying

• You must already meet all of the following requirements to apply:
• Full legal right to work in South Africa.
• Availability to commit full-time to a 12-month independent contractor fixed-term contract (FTC), including rotating shifts between 9:00am and 11:00pm SAST, including weekends.
• Reliable backup power already in place, such as a generator or inverter.
• A stable fibre internet connection with a minimum of 50 Mbps download and 50 Mbps upload. A speed test screenshot must be attached to your application.
• At least two professional references who can speak to your work performance.

What You'll Do

• Deliver thoughtful, high-quality patient support across multiple communication channels, including phone, live chat and email.
• Understand patient needs, resolve queries and provide clear, empathetic and effective solutions.
• Take full ownership of patient issues from initial contact through to resolution, ensuring timely follow-up.
• Use sound judgement and critical thinking to navigate unfamiliar or complex situations rather than relying solely on predefined processes.
• Act as an advocate for patients, ensuring their feedback, needs and concerns are heard across the business.
• Collaborate with cross-functional teams to identify and remove barriers throughout the patient journey.
• Identify recurring issues and share actionable insights to help improve patient satisfaction and service quality.
• Contribute to the continuous improvement of SOPs, workflows and internal processes as the business grows.

Who you are

• You have experience supporting customers across multiple channels, particularly phone, live chat and email.
• You have relevant customer service or customer support experience, ideally within a fast-paced technology or healthcare environment.
• You demonstrate excellent problem-solving skills and can confidently navigate unfamiliar or complex situations.
• You take ownership and accountability, proactively finding solutions rather than waiting for someone else to step in.
• You have excellent written and spoken English, with the ability to communicate clearly and empathetically.
• You remain calm, adaptable and effective in fast-paced environments, even when priorities change or things become ambiguous.
• You're genuinely interested in healthcare and passionate about improving the experience patients have throughout their healthcare journey.
• You're receptive to feedback, eager to learn and committed to continuous improvement.