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Care Coordinator
Care Coordinator – Paloma
Time commitment: Full-time
Location: Hybrid (2–3 days/week in our London office in Borough, UK; 2–3 days from home)
Reporting to: Team Manager
About Paloma
In 2024, our founders, Mark and Darshak, were appalled to discover that children needing NHS autism or ADHD assessments faced unilateral waits of 4–10 years. Delayed assessments correlate with increased risks of mental health conditions, educational setbacks, and severe developmental vulnerabilities. Post-assessment support—critical beyond ADHD medications—rarely receives NHS coverage, leaving families unsupported.
The Problem: The thriving recognition of neurodivergence exacerbated existing demand, while the NHS system, built on outdated infrastructure, struggled to adapt. With 25+ years of NHS experience between them—including scaling services for over 1,000,000 patients in obesity and ophthalmology—our founders sought innovation.
Our Solution: Paloma aims to revolutionise access: Fast-track autism and ADHD assessments within 4 weeks of a GP referral. To achieve this, we’ve:
✔ Re-imagined the care pathway as a consumer-driven experience ✔ Built proprietary tools: In-house electronic patient records (EPR) and AI-powered documentation to reduce clinician paperwork ✔ Expanded clinician capacity, upskilling teams to modern workflows
Our impact: 🌟 4.9/5 Trustpilot and Google ratings from families 🏥 Care Quality Commission (CQC)-registered 🔬 Clinically led, with 130+ employees (including 80+ clinicians) and spending 2023–2024 rolling out 100+ hires 💡 Backed by Triple Point and Heal Capital—Driving bold change
But there’s more to do. Up to 500,000 children currently wait, and post-diagnostic support is rarely available—or poorly funded. We’re investing in preventative care pathways beyond assessments.
The Opportunity
Could you be our next Care Coordinator? Paloma’s assessment race has destiny hinged on ensuring every family receives compassionate, timely, and connected service—starting with first contact. We’re expanding our Children’s ADHD service, and would love a detail-obsessed individual with a passion for advocacy.
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Key Responsibilities: ✅ As the deliverer of empathy, be the first point of contact for families navigating:
- Questions about our service
- NHS referrals or rescheduling appointments
- Safeguarding inquiries and escalations ✅ Managed weekly queries from patients, GPs, and clinicians with precision and urgency ✅ Organised prioritised referral processing via a custom dashboard ✅ Recorded all interactions with no exceptions, ensuring complete clarity for next steps ✅ Raised concerns about declining team wellness concerning patients' emotional needs ✅ Worked closely with AI tools like Paloma’s Loma (our future of automation) to decrease manual burden and escalate complex cases ✅ Contributed policy ideas to advance patient support based on recurring challenges ✅ Facilitated progress meetings on daily operations, safeguarding trends, and tech feedback with colleagues
About You
We thrive with: ☑ Test drives: Comfortably step outside the comfort zone in fast-growing tech-health environments ☑ Leverage tech: Embracing AI in incremental ways without perfectionism ☑ Advocating for change: Demonstrate relentless improvements in both staff and patient satisfaction...
Envisioning roles with... ✏️ Sharing concise feedback on service design ✏️ Stepping in as a technical point of contact for both families and partners
Required Competencies
- 1+ years’ experience in customer-focused roles
- *Confidence in written and verbal communication (proficient English)
- Mindful adaptation: Balance organisation with unpredictability
- Authority hinge: Dedication to hearing through circumstance and the specific needs of families
- Familiarity: Basic skills with IT principles like ticketing, Google/Microsoft suites, etc.
Desirable (scaling beyond expectations):
- An educational footprint in (or direct work within) healthcare—or alternative domains ending with advocacy
- Insight into safeguarding and privacy norms (NHS or equivalent compliance)
- Other: Ambition to transition into senior caregiver coordination roles
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We’re Open Minded
Turnover research shows that half of all women and ethnic minority candidates won’t apply if requirements aren’t 100% met. We truly believe every story is an asset. If you’re excited to help families, apply anyway.
Compensation, Benefits & Development:
Payment & Perks
💳 Core compensation package: ✒ £33,000 salary (adjustable on demonstrated experience) ✒ Annual market benchmark salary reviews ✒ 5% employer-sponsored pension participation
Equity & Insurance
🚀 Eligible candidates (0.8+ full-time equivalent) receive: ✔ A Share Options Package (PGNs) ✔ Optional private medical insurance ✔ Employee Assistance Program support
Work Environment
💻 Professional-grade laptop provision 🏥 NHS discounts 🈘️ Blue Light card eligibility (due to NHS contracts)
Leave Benefits
🍾 37 days, a uniquely enriched leave system—including:*
- 28 mainstream days of annual leave
- 8 bank holidays (per statutory schedule)
- Your birthday off (annual!)
- Flexible augment: Optional 5 extra days each year (backstop maximum 42 work-free days)
- Special occasions: Up to 2 dedicated days for life milestones (private/non-work-related)
Joining Paloma
Why You’ll Say Yes: 🔹 Transform the sector: Work in a movement that’s creating the benchmark for autism/ADHD patient care 🔹 Growth funding: Salary reviews, team training, and professional development (including stipends if applicable categories soup up) 🔹 Flexibility: Hybrid protocol + value on work-life balance
What We Value & Humility Likeness Drawn Towards:
- Equality: Diverse teams are essential to innovation
- Supportive Hiring: Rent-to-own adjustments about application accessibility are not optional
- Safety Initiated: You’ll underwrite a DBS check during recruitment based on role level
How To Apply
Please visit our careers page and start by filling out our digital application. We love longer job search seasons esp. first parts!
Join us today to help revolutionise access to NHS care. 🚀
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