Patient Support Coordinator (m/f/d)

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.