Care Coordinator

About the role

Are you passionate about supporting families, children and young people getting fast access to autism and ADHD assessments? The first step in a family's journey with Paloma is their first contact with us, whether that is a question about our service, getting an NHS referral, or rescheduling an appointment. These incredibly important queries are supported by our Care Coordination and Booking Team. We are looking to hire a Care Coordinator to join this team - a key role and an exciting time to join, as we have recently launched our children's ADHD service, with many more families getting in touch to understand about this service. We are seeking a highly motivated and detail-oriented person who loves supporting families, children and young people to ensure they have an excellent experience of our service. You will join a team of eight in our Care Coordination and Booking Team, helping each other to deliver the best experience for families, and working with the Product Team to provide feedback on Loma, our AI tool that supports simple family queries so you can focus on the most complex ones. With strong performance in this role, this person can progress to a Senior Care Coordination role. About you Comfortable working in a dynamic environment and embracing change Excited about using new technologies in your role Always looking for ways to improve our staff and patient experience You want to be part of an always-learning environment that embraces software and AI tools, and you will help us go further and faster with your positive and collaborative attitude.

Responsibilities

• Serve as the first point of contact for families, consistently providing a warm, welcoming, and supportive experience
• Manage phone calls and emails from families, GPs, and other healthcare professionals.
• Maintain and action a dashboard of prioritised tasks, including referral processing and support tickets
• Good time management skills, ensuring responses are within targeted timelines
• Ensuring all interactions are documented clearly and to a high standard
• Manage safeguarding incidents with the support of a safeguarding team as needed
• Provide regular updates on ticket volumes in cross-functional team meetings
• Qualifications and experience:
• Required:
• At least 1 year of experience in a customer service role
• Excellent communication skills, both written and verbal, with fluency in English
• A friend

Benefits

Additional Information

Time commitment: Full-time Location: Hybrid (2-3 days/week) in our London office in Borough, 2-3 days from home Reporting to: Team Manager About Paloma In 2024, our founders, Mark and Darshak, were shocked to find that children needing an NHS autism or ADHD assessment were waiting 4-10 years for these assessments. Delayed assessments result in children being more likely to develop mental health conditions and fall behind in education. Furthermore, the much-needed pre/post-assessment support (outside of ADHD medications) is typically not funded by the NHS. These long waits have built up due to increased recognition and understanding of neurodevelopmental conditions and a lack of investment and innovation within the NHS to meet the growing demand. Mark and Darshak, with their 25 years of combined NHS experience, including building services that have treated over 1,000,000 patients in obesity & ophthalmology, founded Paloma to change this. Our mission is to make NHS autism and ADHD assessments and care accessible within 4 weeks of a GP referral, and, in turn, help every child achieve their potential. As of May 2026, we have successfully reduced waits to 3 months by; Taking a product-first approach to redesign the care pathway to give families a more consumer-like experience of care Our in-house product, engineering and AI team building our own autism and ADHD specific electronic patient record and AI documentation tool to free clinicians from their significant documentation burden to re-focus on supporting families Investing in expanding the clinician workforce and upskilling them in new ways of working. We are proud that Paloma is: Loved by families, with 4.9 out of 5 Trustpilot and Google ratings Care Quality Commission (CQC) registered and quality-focused Clinically-led, with a team of 130 people, including over 80 clinicians supporting families through their assessment journey. We are hiring 100+ more roles over the next 12 months. A community of passionate, mission-driven and innovative team members who challenge the status quo and test and learn from new ideas and approaches. Backed by leading healthcare investors Triple Point and Heal Capital What's next? Whilst we have reduced wait times, it is estimated that up to 500,000 children are still waiting for an NHS autism or ADHD assessment. We won't rest until this comes down. We want to build new services to support families and children diagnosed with autism or ADHD who feel lost after their assessments when the NHS is no longer there for them.

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