VitaFlow Health · Customer Service Executive
Patient Support Associate
6 weeks · 10 hrs/week · Remote · Foundation
VitaFlow Health is a fictional simulated work environment created for the Jay Health Work Experience Programme. It is not a real or verified employer, and this programme is an educational work-experience placement, not employment.
Programme overview
Develop first-contact patient support skills, helping people understand appointment preparation, administrative requirements and follow-up steps without crossing into clinical advice.
Patient Support Associate Work Lab
The Patient Support Associate Work Lab programme scope centres on first-contact patient requests and follow-ups. Its intended outputs include patient support case notes, appointment preparation guidance, follow-up completion tracker.
What you will do: Patient Support Associate Work Lab
- Review first-contact requests for missing information
- Prepare appointment guidance and support responses
- Track follow-ups and document handovers
Through role-focused educational assignments at VitaFlow Health, you will work through case briefs, document the evidence behind your decisions and prepare work samples relevant to first-contact patient requests and follow-ups.
Work you will prepare for review
- Patient support case notes
- Appointment preparation guidance
- Follow-up completion tracker
Methods you will practise
- Patient support scripts
- Follow-up checklists
Your weekly work cycle
- Develop and revise your patient support case notes
- Submit progress on your appointment preparation guidance with evidence and outstanding questions
- Discuss first-contact patient requests and follow-ups findings in a supervisor review and record agreed next steps
Feedback and improvement. Your Patient Support Associate assignments will be reviewed against the programme’s assessment criteria. You will explain your approach, discuss corrections and refine your deliverables before including permitted samples in your portfolio. The programme runs for 6 weeks, with an expected commitment of 10 hours per week; agreed assignments and review arrangements are confirmed in your enrolment offer.
Role description
Purpose of the role. The Patient Support Associate programme develops role-specific judgement and professional work samples through first-contact patient requests and follow-ups. The emphasis is on explaining your approach, producing clear evidence and improving work in response to supervisor feedback.
Work environment. A remote educational Patient Support Associate programme set in the fictional VitaFlow Health environment, with role-focused case briefs, structured assignments and supervisor review.
Day-to-day responsibilities
- Review first-contact requests for missing information
- Prepare appointment guidance and support responses
- Track follow-ups and document handovers
Weekly responsibilities
- Develop and revise your patient support case notes
- Submit progress on your appointment preparation guidance with evidence and outstanding questions
- Discuss first-contact patient requests and follow-ups findings in a supervisor review and record agreed next steps
Expected deliverables
- Patient support case notes
- Appointment preparation guidance
- Follow-up completion tracker
Reporting and supervision. The Patient Support Associate programme scope includes an assigned supervisor reviewing role-specific deliverables, explaining corrections and assessing work against the criteria in your enrolment offer.
Tools and methods relevant to this programme
- Patient support scripts
- Follow-up checklists
Requirements
Qualifications or professional background
- Any health or allied-health background, or prior customer-facing experience in healthcare
Required skills
- Clear written English
- Patience and empathy
- Organised record keeping
Preferred skills
- Front-desk or call-centre experience
- Experience with scheduling tools
Previous experience. No previous experience required.
Digital literacy. Comfortable using web applications, spreadsheets and online communication tools.
Communication. Clear written English and timely responses to team messages and supervisor feedback.
Availability. 10 hours per week for 6 weeks, including scheduled reviews.
Technical requirements. A laptop or desktop computer, a modern browser and a stable internet connection.
Professional and ethical boundaries
- Educational casework only; no employment, real patient care, payer transactions or production system access is implied
- Use only fictional or authorised educational material; do not upload real patient or confidential employer information
- Specialist software, live integrations and dedicated role-specific workflows are not included in the current platform
Expected workload
Hours per week. 10 hours.
Assignment scope. Role-specific case briefs and deliverables focused on first-contact patient requests and follow-ups. Assignment volume and due dates are confirmed in the enrolment offer within the 10-hour weekly commitment.
Deadlines and reporting. Tasks carry individual due dates; a weekly summary is due at the end of each week.
Meetings. One weekly team stand-up and one supervisor review session.
Attendance. Check in and out of the work lab for each working session.
How performance is evaluated
- Accuracy and relevance of patient support case notes
- Evidence and reasoning in appointment preparation guidance
- Documentation quality and professional boundaries
- Deadline adherence and response to feedback
Benefits
- Practical work-experience programme
- Access to Remote Career Launchpad
- Free mentor access according to the programme's mentoring arrangements
- Access to the Jay Health job board
- 10% discount on eligible Jay Health courses
- Supervisor feedback
- Opportunity to build a portfolio of permitted work samples
- Performance-based reward eligibility, where applicable (conditional, not guaranteed)
Learning outcomes
By the end of the programme you should be able to:
- Explain the key decisions and standards involved in first-contact patient requests and follow-ups
- Prepare professional patient support case notes
- Prepare professional appointment preparation guidance
- Prepare professional follow-up completion tracker
- Use supervisor feedback to improve the clarity, accuracy and completeness of your work
Selection process
- Application review
- Interview
- Role-relevant assessment
- Acceptance decision
- Enrolment and payment of the ₦20,000 enrolment fee (only after acceptance)
- Onboarding