Kidney Beam
Customer Success & Operations Coordinator
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Customer Success & Operations Coordinator
Customer Support & Healthcare Administration Team Assistant – Kidney Beam
About Kidney Beam
Kidney Beam is an award-winning digital healthcare company transforming rehabilitation for people living with kidney disease. We collaborate with NHS organisations across the UK and global partners to deliver specialist exercise, education, and health coaching programmes that improve patients’ quality of life.
We’re a small, ambitious team building something that genuinely makes a difference to people’s lives. As we grow, we’re looking for an organised, proactive individual to serve as the operational hub of our customer support and administration.
The Role
This is a varied role combining customer support, healthcare administration, and operational coordination. You’ll often be the first point of contact for our members and will play a vital role in ensuring every patient, clinician, and health coach has an outstanding experience.
No two days are the same.
Key Responsibilities
Customer Support
- Monitor the customer support inbox twice daily (morning and afternoon)
- Respond to member enquiries with professionalism, empathy, and clarity
- Escalate clinical or technical queries as needed
- Ensure prompt resolution for all enquiries
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Clinical Referral Administration
- Process referrals received from NHS clinics
- Verify referrals for completeness and accuracy
- Liaise with referring clinicians to correct inaccurate data
- Add and amend patient records as necessary
Health Coach Administration
- Support the health coaching team with administrative tasks
- Schedule appointments when required
Content & Platform Administration
- Upload new content and videos following established processes
- Perform routine website administration tasks
- Carry out quality checks on uploaded content
General Operations
- Take minutes for monthly team meetings
- Support general office administration
- Assist in improving internal processes
- Liaise with members to gather testimonials and case study information
- Provide ad-hoc support to the wider team where needed
About You
You’ll thrive in this role if you:
- Love organising people and processes
- Take pride in getting details right
- Are proactive and don’t wait to be asked
- Communicate with warmth and professionalism
- Enjoy helping people
- Can manage multiple priorities independently
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Essential Experience
- Previous customer service experience
- Excellent written English
- Strong organisational skills
- Comfortable learning new software
- Exceptional attention to detail
- Ability to work independently from home
- Confident using Google Workspace (Docs, Sheets, Gmail)
Desirable Experience
- Healthcare administration experience
- NHS experience
- Experience with CRM systems
- Experience with scheduling software
- Knowledge of Slack, Zoom, or similar collaboration tools
Working Pattern
- 15–20 hours per week, remotely.
- Must be available Monday–Friday, including checking and responding to the inbox morning and afternoon. Flexibility in spreading the remaining hours.
What We Offer
- Fully remote work
- Flexible hours
- Friendly and supportive team
- Opportunity to grow with a fast-expanding health-tech company
- Meaningful work that directly impacts patients’ lives
How to Apply
Visit this link to complete our short online application form. Shortlisted applicants will be invited to a video interview.
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