Patient Support Specialist — Hybrid, Growth Path

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.

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:

• 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).
• 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.

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:

• £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.