Patient Support Coordinator
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Job Description
Patient Support Coordinator supporting Montu UK patients accessing cannabis-based medicines. Handling high-volume calls, sensitive enquiries and treatment administration with compassionate care.
Responsibilities:
- Serve as one of the first points of contact for patients accessing treatment through Montu UK
- Manage approximately 450 inbound and outbound patient calls per week
- Support patients with appointment bookings, treatment-related administration, complex enquiries and sensitive situations
- Provide reassurance, guidance and practical support throughout the patient journey
- Book appointments, complete documentation and resolve patient queries accurately and efficiently
- Manage difficult conversations with empathy, patience and professionalism
- Work closely with Clinical and Pharmacy teams to provide timely support and continuity of care
- Maintain accurate patient records and ensure compliance with GDPR and internal procedures
- Balance call volumes and performance expectations while maintaining a compassionate, patient-centred approach
- Work 40 hours per week across five days, on shifts of either 7:30am–4:30pm or 9:30am–6:30pm, including required Saturday work
Requirements:
- Previous experience in a high-volume, telephone-based customer service, contact centre or patient support environment
- Experience handling complex enquiries and managing difficult or emotionally challenging conversations
- Genuine empathy, patience and a strong desire to help others
- Excellent verbal and written communication skills, with the ability to listen actively and adapt your approach to different situations
- Emotional resilience and the ability to remain calm and professional under pressure
- Strong organisational skills and the ability to manage competing priorities in a fast-paced environment
- Confidence using multiple systems, with excellent attention to detail
- Ability to work independently in a remote environment while remaining connected to a wider team
- Previous healthcare experience would be beneficial
- Legally authorised to work in the United Kingdom
Benefits:
- Work from home within the UK
- 25 days annual leave, increasing to 27 days after one year and 30 days after two years, plus bank holidays
- Employer pension matching contributions of up to 5%
- Opportunities to learn, develop and progress within a growing healthcare organisation
- Meaningful work supporting patients with complex medical conditions
- Patient-centred purpose focused on improving access to treatment and patient care
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