Role Purpose

• Patient Services Team – supporting patient communication, appointment management, and enquiry handling as the first point of contact for our patients.
• Blood Team – providing administrative support for blood test coordination, results management, and liaison with patients and clinical colleagues.
• Finance & HR – supporting day-to-day finance administration, HR processes, and general operational tasks.
  
  

Key Responsibilities

• Answer incoming calls promptly and professionally, providing information and support
• Manage webchat conversations, responding warmly and efficiently
• Monitor and respond to emails in a timely manner
• Ensure all communication reflects Anne’s tone: warm, human, professional, and never corporate
  
  

• Book, reschedule, and cancel appointments using our booking system
• Confirm appointments with patients and send reminders where needed
• Manage appointment availability and coordinate with clinical teams
  
  

• Respond to queries about Anne Health’s services, pricing, and membership options
• Provide accurate information about what we offer and how to access care
• Signpost patients to relevant resources on our website or to appropriate team members
  
  

• Identify and escalate urgent matters to your line manager or the clinical team
• Recognise when queries require specialist input and ensure they reach the right person
• Handle sensitive or complex situations with empathy and professionalism
  
  

• Maintain accurate records and update databases
• Complete data entry tasks and ensure information is filed correctly
• Support general administrative tasks as needed to keep things running smoothly
• Carry out team-specific duties as required by your allocated team (Patient Services, Blood Team, or Finance & HR)
  
  

Person Specification

• Excellent verbal and written communication skills
• Warm, empathetic, and patient approach to supporting people
• Ability to manage multiple communication channels simultaneously
• Strong organisational skills and attention to detail
• Comfortable using computers, email, social media platforms, and booking systems
• Able to work independently and manage your own workload remotely
  
  

• Genuine care for people and a desire to help
• Aligned with Anne Health’s values: accessibility, transparency, human-centred care
• Professional, reliable, and trustworthy
• Calm under pressure and able to handle sensitive conversations with discretion
• Committed to treating everyone with dignity and respect
  
  

• Able to work Monday to Friday, 9am–5pm from home
• Reliable internet connection and suitable home working environment
  
  

• Lived experience as a trans person or within the LGBTQ+ community
• Previous experience in a reception, customer service, or admin role
• Familiarity with healthcare settings or terminology
• Experience managing social media channels professionally
• Understanding of the challenges facing trans people accessing healthcare in the UK
• Experience in finance administration, HR processes, or blood test coordination

Application Process

1. Your CV
2. A document answering the following three questions using information found on our website (www.anne.health):
   
   

• Email: “I’m having suicidal thoughts and don’t know what to do”
• Webchat: “Hi, I’d like to book an appointment for next Tuesday please”
• Phone call: Someone asking general questions about your services
  
  

• They have successfully created an account but haven't completed the payment setup
• Their appointment is in 10 days
• The Direct Debit system is working fine for other patients
• Common issues include browser problems, entering bank details incorrectly, or not completing all required fields

• A script or outline of how you would handle this phone call (what would you say to reassure them and guide them through the process?)
• Step-by-step instructions you would talk them through to help resolve the issue (written as if you're explaining it over the phone to someone who is anxious and not confident with technology)
• Your reasoning (one short paragraph explaining your approach to supporting this patient and how you would ensure they feel confident and supported)