Job Title
Patient Support Executive
Reporting To
Support Team Lead
Contract Type
Full-time, Permanent
Location
Primarily Remote – with occasional travel required to Dublin clinics (Merrion Square, Swords, Cherrywood)
Date
September 2026
Organisation Context
Medihive / Webdoctor.ie is a rapidly scaling hybrid healthcare provider, delivering accessible, high-quality care through both an online telehealth platform and a growing network of in-person GP clinics across Dublin. Our online service enables patients to access medical care via phone, video, and text consultation, while our clinics provide face-to-face GP services at Merrion Square, Swords, and Cherrywood.
As we scale our service portfolio — including the expansion of dedicated ADHD and weight management programmes — we are investing in the patient-facing support function that underpins everything we do. This role sits at the heart of the patient experience: ensuring patients feel informed, supported, and able to access the care they need, whether online or in person.
Role Purpose
The Patient Support Executive is responsible for delivering an outstanding support experience to patients accessing Medihive’s online telehealth services, with a particular focus on our ADHD and weight management programmes. Working proactively, the postholder will reach out to patients to answer queries, co-ordinate bookings, and guide patients through their care journey — reducing friction and ensuring continuity of care.
In addition to the primary remote-based support function, the postholder will act as a flexible resource for our in-person GP clinic network, providing secretarial and administrative cover at our Dublin clinic locations when permanent staff are absent due to leave or sickness. This is a primarily remote role, but candidates must hold a valid driving licence or reliable independent transport and be willing to travel to any of our three Dublin clinic locations at short notice.
Key Responsibilities
1. Patient Support – Online Telehealth
- Proactive Patient Outreach: Proactively contact patients enrolled in ADHD and weight management programmes via phone and email — checking in on their progress, answering queries, and ensuring they have everything they need to continue their care pathway without unnecessary delay.
- Query Management: Handle inbound patient queries across multiple channels — including phone, email, chat — in a prompt, empathetic, and professional manner, resolving issues at first contact wherever possible.
- Appointment Booking & Co-ordination: Assist patients in booking, rescheduling, and managing appointments for online consultations, ensuring schedules are optimised and patients are directed to the right clinician or service.
- Programme Navigation: Support patients in understanding and navigating the ADHD and weight management service pathways — explaining next steps, prescription queries, follow-up timelines, and referral processes in clear, accessible language.
- Complaint & Escalation Handling: Recognise and appropriately escalate patient complaints, safeguarding concerns, or clinical queries that fall outside the remit of the support function, following agreed escalation protocols.
2. Clinic Cover – In-Person GP Network
- Secretarial Cover: Provide relief cover for clinic secretaries across our Dublin GP clinic locations (Merrion Square, Swords, and Cherrywood) when permanent staff are on annual leave or absent due to sickness — with reasonable notice where possible, and at short notice when operationally required.
- Clinic Reception & Administration: When on site, manage patient check-in, appointment scheduling, phone queries, and general administrative tasks in line with clinic procedures.
- Flexibility & Responsiveness: Demonstrate a flexible and responsive approach to clinic cover requirements, understanding that patient-facing services cannot be left unsupported and that occasional short-notice deployment to a clinic location may be required.
3. Administration & Operational Support
- Record Keeping: Maintain accurate and up-to-date patient records in the relevant practice management and CRM systems, ensuring all interactions are documented in line with data protection and GDPR requirements.
- Process Adherence: Follow agreed SOPs for patient communication, booking management, and escalation, and actively contribute to the identification and flagging of process improvement opportunities.
- Team Collaboration: Work closely with the clinical and operations teams to ensure patient support activity is aligned with service delivery priorities, and contribute to a positive, solutions-focused team culture.
Working Hours & Schedule
This is a full-time role of 40 hours per week. The support function operates on a rotational shift schedule covering core hours of 07:30 – 22:00, Monday to Friday, with occasional weekend cover required (core hours 09:30 – 18:30). Shift patterns will be agreed in advance wherever possible. Clinic cover may fall on any midweek working day and will be communicated with as much notice as the absence allows.
Person Specification
Essential
- Customer Service Experience: Prior experience in a customer-facing support role, with a demonstrated ability to handle queries patiently, professionally, and efficiently.
- Communication Skills: Excellent spoken and written English; able to communicate clearly and with empathy across a range of patient situations, including sensitive or emotionally charged interactions.
- Proactive & Self-Directed: Comfortable working independently in a remote environment, managing own workload and prioritising proactive outreach alongside reactive query management without close supervision.
- Technical Proficiency: Competent with computers and digital tools; confident learning and working across multiple systems including practice management software, CRM platforms, and communication tools.
- Transport & Mobility: Must hold a valid driving licence or have reliable independent transport, and be willing and able to travel to any of our three Dublin clinic locations (Merrion Square, Swords, Cherrywood) to provide cover as required.
- Reliability & Flexibility: Ability to work across a rotational shift schedule, including occasional weekends, and to respond flexibly to short-notice clinic cover requests.
Desirable
- Healthcare Experience: Previous experience in a healthcare, GP practice, or clinic administrative setting is a significant advantage.
- Qualification: A relevant third-level qualification or equivalent professional experience in healthcare administration, business, or a related field is desirable.
- Telehealth or Digital Health Experience: Exposure to a digital health or telehealth environment — whether as a support agent, patient, or administrator — would be an advantage.
