Patient Support Coordinator (m/f/d)

Job description

About us We are a fast-growing European healthcare company operating at the intersection of medical cannabis, digital health, and regulated healthcare services. With a strong, profitable core business in Europe, centralized group functions (including procurement, finance, supply chain, and quality/regulatory), and a proven operational backbone, we are now building a scalable UK-based clinic and technology platform. Our ambition is to redefine patient access, experience, and outcomes by tightly integrating technology, clinical workflows, and data-driven growth. Tasks The Role As Patient Support Coordinator, you are the first point of contact for our patients. You ensure clear communication, fast resolution of medication- and prescription-related queries, and a consistently high-quality patient experience across phone, email, and digital channels. This is a hands-on operations role in a regulated healthcare environment. You will work closely with our pharmacy, clinical, and supply chain teams to keep the patient journey smooth, compliant, and well-documented. What you will be doing Patient communication: be the first responder for patient questions about prescriptions, medication availability, deliveries, and onboarding Issue resolution: work closely with pharmacy and clinical teams to resolve medication-related issues and keep patients informed throughout Coordination: act as the link between patients, pharmacy, prescribers, and our 3PL partner, ensuring accurate information is shared at every step Patient guidance: explain treatment processes, next steps, and basic medication information clearly and compassionately Documentation: record and track patient interactions accurately, in line with healthcare regulations and our internal SOPs Escalation: identify complex clinical or regulatory issues and escalate promptly to clinical or governance leads Safeguarding: recognise and escalate safeguarding concerns in line with our safeguarding policy, including indicators of patient vulnerability, abuse, or neglect Controlled drug awareness: handle information about Schedule 2 CBMP prescriptions accurately and in accordance with the clinic’s controlled drug governance policies Continuous improvement: feed insights from patient conversations back into the team to improve our processes, tooling, and FAQs Requirements What we are looking for Required 2+ years of customer service or patient support experience Excellent written and verbal communication in English; calm, empathetic, and professional under pressure Strong attention to detail and a methodical approach to documentation and case tracking High level of digital fluency — comfortable working across CRM, ticketing, telephony, and patient management systems Comfortable working in a regulated environment and following SOPs precisely Enhanced DBS check (to be completed prior to commencement of work, required under ) Complete mandatory training including safeguarding awareness and information governance modules, before commencing duties Report all incidents and significant events through our incident reporting process Comply with all patient confidentiality obligations and information governance requirements as set out in our information governance and confidentiality policies at all times, including after leaving the role Permanent, full-time contract Preferred Experience in a healthcare, pharmacy, or telemedicine setting Familiarity with controlled drug or pharmacy supply processes Experience in early-stage or fast-scaling environments Benefits What we offer £28,000 base salary Hybrid working model with a collaborative, hands-on team Real ownership and a clear path to grow as the UK business scales The chance to be part of building something new in one of the most dynamic sectors in UK healthcare If this resonates, we'd love to hear from you.