Heim
Junior Clinical Operations Associate
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About Heim
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.
About the Role
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
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Details
- Hours: Monday to Friday, 10:00am to 7:00pm GMT, fully remote
- Team: Small but mighty with daily stand-ups
- Occasional Flexibility: 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 utmost confidentiality
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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
What We’re Looking For
- 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.
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