Patient Care Coordinator (Temporary 6 to 9 Months)

You will own the managed service: from the moment a contract is signed through to referral, consent, installation, reporting, and ongoing account health. You will also be the bridge between our commercial team and the health and social care sector — helping the business communicate in the right language, build the right relationships, and deliver against contracted SLAs.
This is not a pure account management role and it is not a pure support role. It requires someone who combines genuine care sector expertise with the ability to operate inside a fast-paced commercial startup.
Duties and Responsibilities
Managed Service Delivery
Own the end-to-end delivery process for new and existing customer accounts — from project scoping through to live deployment
Proactively contact service users to gain informed consent, address concerns, and book installations
Manage sensitive conversations around capacity, guardianship, and digital inclusion with empathy and professionalism
Coordinate installers, ensuring they are properly briefed and that each visit is appropriate for the service user
Recover and maintain SLA compliance across contracted accounts
Customer Relationships & Trust Building
Build trusted relationships with frontline staff, team leads, social workers, OTs, and local authority managers
Navigate the cultural and organisational dynamics of health and social care — including resistance to technology adoption
Lead on the ongoing account health of key contracts, including our London local authority partnership
Conduct regular check-ins with customers to understand blockers, gather feedback, and identify expansion opportunities
Represent the organization at CPD sessions, webinars, and sector events as a credible brand advocate
Internal Contribution
Act as the voice of the sector internally — helping sales, marketing, and product use correct terminology and content
Work with the CRO to scope new projects and provide delivery intelligence that informs commercial proposals
Contribute to the strategic design of the managed service model — including decisions around ARC partnerships, installer hiring, and team structure
Report on referral volumes, consent rates, installation timelines, and SLA performance to the CEO and
CRO on a defined cadence
Feed customer insights into product development
Requirements
Meaningful experience in health and social care — as a practitioner, technologist, or project lead (not just an adjacent role)
Proven ability to build trust with frontline care staff, social workers, and local authority professionals
Experience managing complex, multi-stakeholder projects with sensitive human dimensions
Strong understanding of consent processes, including capacity and guardianship considerations
Comfortable in both strategic conversations and hands-on delivery — this role requires both
Resilient and adaptable — able to pivot when things don't go to plan
Highly Desirable
Specific experience with technology-enabled care (TEC), assistive technology, or remote monitoring
Background in or strong familiarity with domiciliary care or local authority commissioning
Experience presenting to professional audiences or delivering CPD/training
Familiarity with the challenges of digital inclusion for older adults and people living with dementia
Mindset
Person-centred by default — you measure success by outcomes for individuals, not just business metrics
Commercially aware enough to understand that sustainable impact requires a viable business
A natural communicator who can adapt your register from a service user's kitchen table to a local authority boardroom
Not precious about job titles or role boundaries — willing to pick up the phone and do what is needed
Benefits
Hireframe provides nearshore and offshore staffing solutions, operating as a remote-first organization with team members located in the United States, Mexico, and the Philippines. Our robust benefits package includes:
Permanent remote work flexibility
Paid Time Off
Health Maintenance Organization (HMO) coverage
Annual performance bonuses
Dedicated coaches offer an extra channel of support and skill-building
Opportunities for professional growth
* Applicable for full-time permanent roles
At Hireframe, we cultivate a supportive environment that fosters professional development and success, ensuring our team members thrive in their careers.
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Work arrangement
No