Managed Service Delivery Specialist (Technology Support for Elderly Care)

You will support the delivery of care services for elderly residents using the organization’s technology. The role involves speaking directly with residents to explain the equipment, gain consent, prepare them for installation, and coordinate installer visits. You will also support social workers and families with basic technology-related questions, escalating issues to the engineering team when needed.

You will work closely with social workers to explain what the data shows and provide reporting through the organization’s HubSpot.

Most of the work is outbound. This is not a sales role or a call-center position, and you will be the primary person responsible for this function.

Duties and Responsibilities

Managed Service Delivery

• Contact elderly residents to explain the technology, gain consent, and make sure they are ready for installation
• Address questions or concerns and book installer visits
• Coordinate with installers to ensure visits are properly arranged
• Handle technology-related questions from social workers and families, such as sensors not reading or app login issues
• Escalate technical issues to the engineering team via Slack
• Build a playbook for recurring questions to help improve how common issues are handled

Customer Relationships & Trust Building

• Build positive and professional relationships with elderly residents, social workers, and families
• Join weekly calls with social workers to explain what the data shows
• Communicate clearly and empathetically when supporting elderly residents and other stakeholders
• Provide support and follow-up throughout the installation and service process

Internal Contribution

• Pull reports from HubSpot or a similar CRM
• Maintain clear and organized records of customer and resident interactions
• Share feedback and ideas to improve processes and recurring support issues
• Manage your own calendar, follow-ups, and deadlines
• Work independently and adapt when priorities shift

Requirements

• Meaningful clinical or care experience. A PH-licensed RN is strongly preferred; allied health or other patient-facing care experience is also acceptable
• Excellent spoken English, with clear and easy-to-understand communication over the phone
• Experience with phone-based patient or customer outreach
• Experience using a CRM or ticketing system such as HubSpot, Zendesk, Freshdesk, or Salesforce
• Strong organizational skills and the ability to manage your own calendar and deadlines
• Comfortable working independently and taking initiative
• Willing to share feedback and ideas and speak up when something can be improved
• Comfortable working the required UK schedule

Highly Desirable

• UK healthcare exposure, such as NHS experience, UK-returnee nursing experience, or UK healthcare accounts
• Remote patient monitoring, telehealth, or assistive technology experience
• Geriatric, home care, community health, or dementia care experience
• Startup or small-company experience
• Comfortable with Excel or Google Sheets reporting

Mindset

• Person-centred and empathetic when communicating with elderly residents and families
• Comfortable working independently and taking ownership of day-to-day responsibilities
• Proactive about sharing feedback, ideas, and potential improvements
• Adaptable when priorities change and willing to take on different tasks as needed