Patient Experience Specialist (Do Health) - South Africa

Voy is a healthcare platform led by clinicians. We support people managing long-term health conditions with treatment plans backed by real evidence.

Founded in 2018, we started as MANUAL, focusing on hair loss, weight loss and men’s health. As we grew, we realised we could help more people. In 2025, we became Voy and expanded into more areas of health, including female hair loss, testosterone, menopause, dermatology and diagnostics with Do Health.

Today, Voy has around 750,000 active customers and has treated more than 2 million people since we began. We work across the UK, Germany, Brazil and India to make a new future of healthcare a reality. We’re approaching $1bn in ARR and have grown more than 100% year on year, every year since inception. At Voy, we let the evidence do the talking. In a published study of over 100,000 people, those who reached 12 months in the Voy programme and stayed engaged lost up to 24% of their body weight.

Our vision is simple: to make 100 years of healthy living within reach for everybody. Our mission is to bring quality care to everyone, at scale.

The Opportunity

This is a fantastic opportunity to join our growing Patient Experience team at Do Health, playing an important role in delivering an exceptional experience to our patients. As we continue to grow, you'll help us provide accessible, reliable and high-quality support, ensuring every patient feels heard, understood and supported throughout their healthcare journey.

You'll be a key point of contact for our patients, taking ownership of their queries and ensuring they receive thoughtful and effective support. Your goal will be to create an experience so good that our patients want to tell their friends about us. You'll also act as an advocate for the patient voice, sharing insights across the business and helping us continuously improve our services and processes.

Conditions of Applying

- You must already meet all of the following requirements to apply:

- Full legal right to work in South Africa.

- Availability to commit full-time to a 12-month independent contractor fixed-term contract (FTC), including rotating shifts between 9:00am and 11:00pm SAST, including weekends.

- Reliable backup power already in place, such as a generator or inverter.

- A stable fibre internet connection with a minimum of 50 Mbps download and 50 Mbps upload. A speed test screenshot must be attached to your application.

- At least two professional references who can speak to your work performance.

What You'll Do

- Deliver thoughtful, high-quality patient support across multiple communication channels, including phone, live chat and email.

- Understand patient needs, resolve queries and provide clear, empathetic and effective solutions.

- Take full ownership of patient issues from initial contact through to resolution, ensuring timely follow-up.

- Use sound judgement and critical thinking to navigate unfamiliar or complex situations rather than relying solely on predefined processes.

- Act as an advocate for patients, ensuring their feedback, needs and concerns are heard across the business.

- Collaborate with cross-functional teams to identify and remove barriers throughout the patient journey.

- Identify recurring issues and share actionable insights to help improve patient satisfaction and service quality.

- Contribute to the continuous improvement of SOPs, workflows and internal processes as the business grows.

Who you are

- You have experience supporting customers across multiple channels, particularly phone, live chat and email.

- You have relevant customer service or customer support experience, ideally within a fast-paced technology or healthcare environment.

- You demonstrate excellent problem-solving skills and can confidently navigate unfamiliar or complex situations.

- You take ownership and accountability, proactively finding solutions rather than waiting for someone else to step in.

- You have excellent written and spoken English, with the ability to communicate clearly and empathetically.

- You remain calm, adaptable and effective in fast-paced environments, even when priorities change or things become ambiguous.

- You're genuinely interested in healthcare and passionate about improving the experience patients have throughout their healthcare journey.

- You're receptive to feedback, eager to learn and committed to continuous improvement.