Operations & Patient Support Coordinator

Why This Exists

Our client’s journey into this work began after being diagnosed with an incurable autoimmune condition in their late twenties. At the time, the traditional healthcare system provided very few answers and little guidance, leaving them feeling powerless about their own health.

Determined to understand what was happening in their body, they began researching and studying nutrition and functional health testing. Through this process, they discovered how powerful the right testing and information could be. Having access to clear insights about their health was transformative and gave them a renewed sense of control.

Because of this experience, our client founded the company with a mission to help others who may feel just as confused, scared, or unsupported by conventional medicine. The company focuses on supporting people with gut health issues such as IBS and SIBO through functional testing and personalised nutrition guidance, helping them gain answers and clarity about their health.

This work is deeply meaningful and has a genuine impact on improving people’s lives.

Where We Are Now

The business operates with a small, dedicated team that cares deeply about doing things properly. Accuracy, clarity, and attention to detail are essential, but so are honesty, integrity, and providing truly supportive care to clients.

At the moment, several different systems are being used to manage operations, including WooCommerce, Airtable, Gmail, Google Drive, and Acuity Scheduling. While these tools work, managing data across multiple platforms can be time-consuming and inefficient.

The company is therefore preparing to transition everything to a dedicated healthcare management platform that will streamline processes and automate much of the current manual work.

This upcoming transition is where the new role will play a key part, helping ensure a smooth move to the new system while maintaining the high level of care and precision the team values.

What You’d Actually Be Doing

Three things sit at the heart of this role:

1. Keeping Our Current System Running

• Work with medical data where the margin for error is zero.

• Until the new, more automated system is integrated, pay close attention to names, order numbers, and dates of birth.

• Ensure every step of a test order (currently ~10 steps) is completed perfectly.

• Maintain clear communication with the team so work isn’t duplicated.

• If meticulous, methodical work is something you genuinely enjoy, this part of the role will suit you well.

2. Helping Us Transition to the New System

• Be central to making the changeover smooth: track what’s moving where, ensure nothing is lost, keep the team aligned, and troubleshoot issues.

• Project management experience is a bonus, but being organized and able to handle complexity is enough.

• Once the new platform is running, you’ll help keep everything running and look for ways to improve operations.

3. Supporting Our Patients

• First point of contact for clients: helping them order tests, answering questions, updating them on results, and booking consultations.

• Work happens over email and phone, often with anxious or confused clients.

• Show empathy, understanding, and strong customer service skills — you’ll be building genuine relationships, not just handling admin tasks.

The Person We Need

Mindset

• Someone who genuinely cares about helping people in a practical, problem-solving way.

• Organized, detail-oriented, fast learner, able to work independently and contribute ideas.

• A voice that matters in a small team — we value fresh perspectives.

Skills

• Strong admin and customer service experience.

• Comfortable with tech and learning new systems.

• Great written and verbal communication.

• Able to juggle multiple tasks calmly.

Bonus Points

• Project management or system implementation experience.

• Healthcare or wellness background.

• Experience with CRM or practice management software.

What Happens If This Works

• Long-term growth opportunities as the new system stabilizes.

• Open to ideas for improving operations and patient experience.

• Not just following instructions — help shape how we work.

Why This Actually Matters

• The work transforms people’s lives.

• Help clients who feel lost or unheard to finally get clarity and relief.

• Direct impact through grateful emails, relieved voices, and progress updates.

• If making a real difference matters to you, this is the role for you.