Patient Care Coordinator in London

Hours: Full Time - 40 hours per week across Monday - Friday 9 am - 6 pm

Salary range: £30,000-£33,000 per year

Start Date: August 2026

Application period: 24th July 2026 to midnight - 7th Aug 2026 (applications may close early)

Millions of people in the UK live with chronic pain, a burden that affects every part of their lives. Yet the journey to access the care they need can take years. Pastel Health is here to change that; we offer compassionate, multidisciplinary care that helps patients get their lives back on track. Our mission is to transform the lives of people living with chronic pain whilst making clinical work more fulfilling. This commitment is at the heart of everything we do. We are a start-up, building as we go. This can mean embracing ambiguity, working at pace, and adapting quickly. The journey ahead will be exciting, rewarding, and rich with opportunities for you to make an impact and progress professionally.

Who we are seeking

• You care deeply about patients, recognising that how you deliver care is as important as what you deliver.
• You love working in a team, learning from and teaching those around you.
• You think differently, understanding that we need fresh approaches to solve access challenges and improve outcomes.
• You make a difference and want to work in a place where others do too.

About the role

We are seeking a compassionate and organised individual to be our second Patient Care Coordinator, acting as a dedicated guide for our patients. You will ensure a seamless journey from referral to discharge, serving as the link between our patients and our clinical team, ensuring we deliver an exceptional care experience. This is a full-time hybrid role. You will typically be required to work from our Leyton office three days per week - more important initially, as you onboard to the role. We are open to discussing alternative arrangements for the right candidate. You will report to the Executive Chair and work closely with the Clinical Director.

Key Responsibilities

• Act as the compassionate first point of contact for all patient enquiries via telephone and email.
• Manage the onboarding process for new patients, welcoming them to the service and explaining the next steps.
• Respond to incoming queries promptly, providing clear advice and support to patients throughout their journey.

Pathway Coordination

• Manage the intake of new referrals and monitor patient progress to ensure a seamless journey from referral to discharge.
• Lead appointments scheduling for remote and in-person clinics, aligned with clinician availability, and handle rescheduling or cancellations efficiently.
• Maintain accurate patient records within the Electronic Patient Record (EPR), ensuring data quality and strict adherence to confidentiality and GDPR.

MDT & Operational Support

• Provide comprehensive administrative support for Multidisciplinary Team (MDT) meetings and Clinical Operations meetings.
• Manage written and verbal correspondence with GPs and other healthcare professionals, including the management of clinic letters and information requests.

Service Improvement & Feedback

• Actively capture feedback from patients, their families, and carers regarding their experience with Pastel Health.
• Handle initial patient complaints or concerns with empathy and tact, escalating issues where necessary.
• Support service improvement initiatives, helping the team continuously enhance the quality of care delivered.

Experience and Qualifications

• Proven experience in a patient-facing healthcare administration role, ideally within a fast-paced or start-up environment.
• NVQ Level 3 in Business Administration/Customer Service (or equivalent work experience).
• Exceptional verbal and written communication skills, with the emotional intelligence to support a diverse patient group in a variety of scenarios.
• The ability to prioritise your own workload and make operational decisions without constant supervision.
• Advanced skills in Google Workspace/Microsoft Office, confidence and interest in learning new digital systems.

Additional Requirements

• Right to Work: You must have the right to work in the UK. Unfortunately, we are unable to offer visa sponsorship for this role.
• Pre-employment Checks: We are committed to safer recruitment and to safeguarding the wellbeing of all patients. All successful candidates will be required to undergo satisfactory pre-employment checks, including but not limited to: Disclosure and Barring Service (DBS) checks, and professional references ideally spanning 5 years of relevant employment or equivalent.
• Working Location: This role is a full-time hybrid position, requiring some working from our Leyton office.
• Workspace: Must have a private, secure workspace at home with a reliable internet connection for remote working days.

25 days' holiday plus bank holidays and an annual wellness day

Flexible Working: We support a healthy work-life balance with options for hybrid working and adjusted hours as your role allows.

Career Growth Days: Receive dedicated paid days each year to focus on your professional development. Attend courses, conferences, or pursue learning aligned with your career aspirations.

Family-Friendly Policies: We offer comprehensive support for parents and carers to help you manage your family commitments.

Team Socials and Fun: Look forward to regular team socials and fun events to help you connect with colleagues and enjoy our journey.

Pension Scheme: Secure your future with our contributory pension scheme, helping you plan for the long term.

Referral Programme: Be rewarded for helping us find exceptional talent who share our mission and values, strengthening our supportive and impactful team.

Our commitment to you

We’re committed to building a team that reflects the diverse communities we serve, and we recognise that inclusive care starts with inclusive recruitment. We understand that candidates from underrepresented backgrounds – including people from ethnic minority communities, people with disabilities, LGBTQ+ individuals, and women – may hesitate to apply unless they meet every requirement. If you meet the essential requirements as outlined in the person specification, but don’t match every desirable requirement, we still encourage you to apply.

If you need the Job Description or Person Specification in a different format more accessible for you, please contact us. We are committed to making reasonable adjustments throughout the recruitment process and will provide support at every stage to ensure equal access for all applicants.

Additionally, under the Disability Confident Employer, Pastel Health commits to prioritising your application for interview if you meet the minimum essential criteria for the role and choose to share that you have a disability as defined under the Equality Act 2010. Please declare prominently in your application if you would like to be considered under this scheme. Your response will be handled in confidence and used only for the purpose of positive action to support disabled applicants.

For more information about how we handle your data, please see our employee & job applicant privacy notice.