Patient Support Coordinator

Job description

At Montu, our Patient Support team plays an important role in ensuring patients feel informed, supported and cared for throughout their treatment journey. We are looking for a Patient Support Coordinator to join our Pharmacy Support team at Winnersh Triangle. This is a busy, fast-paced and predominantly telephone-based role, supporting patients with prescription queries, medication availability, deliveries and any issues that may arise along the way. Many of our patients are managing complex health conditions, so we need someone who understands that behind every call is a person relying on us to get things right. Whether you are resolving a delayed prescription, providing reassurance or working with our Pharmacy team to find a solution, the way you communicate and support our patients really matters. This is not your typical customer service role. It requires patience, empathy, resilience and exceptional attention to detail. You will need to be comfortable managing challenging conversations, working under pressure and taking ownership of queries in a highly regulated healthcare environment. Previous healthcare experience would be an advantage, but what matters most is your ability to communicate with compassion, remain calm under pressure and genuinely care about the difference you can make. ## What is the job? As a Patient Support Coordinator, you will be the first point of contact for patients with pharmacy and medication-related queries, ensuring they receive clear, accurate and timely information. You will work closely with our Pharmacy, Clinical and wider Patient Support teams to resolve issues, provide updates and help ensure patients receive their medication safely and efficiently. This is a telephone-heavy role where you will manage a high volume of patient enquiries, often involving sensitive or complex situations. You will need to balance empathy with efficiency, ensuring every patient feels listened to while maintaining the accuracy and standards expected within a regulated healthcare environment. **Location and working pattern** - Hybrid working from our Winnersh Triangle office, with three days on site and two days working from home following completion of training. - Full-time position, working five days per week. - Weekend working is required as part of the five-day working week. - Shifts are 7:30am to 4:30pm or 9:30am to 6:30pm, including a one-hour lunch break. ## What will you be doing? - Acting as the first point of contact for patients, primarily over the telephone, providing professional, compassionate and accurate support. - Managing patient enquiries relating to prescriptions, medication availability, deliveries and potential delays. - Taking ownership of patient queries, working proactively to resolve issues and keeping patients informed throughout. - Working closely with our Pharmacy team to investigate and resolve medication-related concerns. - Liaising with Pharmacy Dispensers regarding stock availability, prescription processing and dispensing queries. - Supporting communication between patients, Pharmacy, Clinical teams and healthcare professionals to ensure information is shared accurately and efficiently. - Providing appropriate guidance on prescription processes and medication-related queries, escalating clinical questions to qualified healthcare professionals. - Recognising when patients require additional support and escalating complex or sensitive issues to the appropriate teams, including Clinical Governance. - Maintaining accurate and detailed records of patient interactions, ensuring all information is documented in line with internal policies and regulatory requirements. - Collaborating with remote colleagues to support tasks that require action on site. - Working collaboratively across teams to improve the patient experience and support the safe and timely delivery of medication. ## What are we looking for? We are looking for someone who genuinely enjoys supporting people, takes pride in delivering excellent service and understands the importance of getting the details right. **Essential skills and experience** - A minimum of two years' experience in a customer service or patient-facing environment. - Experience handling a high volume of telephone enquiries and managing challenging conversations. - Excellent communication and interpersonal skills, with the ability to demonstrate empathy, patience and professionalism. - Strong attention to detail and the ability to maintain accurate records. - Confidence using multiple IT systems and the ability to learn new processes quickly. - The ability to prioritise competing demands, manage a busy workload and remain calm under pressure. - A proactive approach to problem-solving, with a willingness to take ownership of issues through to resolution. - An understanding of the importance of following policies, procedures and standard operating procedures (SOPs), particularly within a regulated environment. - The ability to work collaboratively with colleagues across different teams. **Desirable** - Previous experience working within healthcare, pharmacy or another highly regulated environment. - Experience supporting patients or customers with sensitive, complex or time-critical enquiries. ## What do we offer? - Competitive salary - 25 days' annual leave, increasing to 27 days after one year and 30 days after two years, plus bank holidays - 5% matched pension contribution - Cycle-to-work scheme - Opportunities for professional development and career progression - A supportive and collaborative working environment - The opportunity to make a meaningful difference to patients' lives ## Why Montu? Montu UK is a leading digital health company specialising in cannabis-based prescription medicines (CBPMs). We are committed to transforming patients' lives by improving access to safe, effective treatments and delivering an exceptional standard of care. As we continue to grow, our focus remains on building a service that puts patients first. Every team across Montu plays an important part in making that happen, from our clinicians and pharmacy professionals to the people supporting patients every day. Joining Montu means becoming part of a growing organisation where your contribution matters, your ideas are valued and you have the opportunity to develop your career while making a genuine difference. **If you are passionate about helping people, enjoy problem-solving and want to be part of a team where the work you do really matters, we would love to hear from you.**