At a Glance
- Tasks: Support patients with their care journey through calls, emails, and live chat.
- Company: Releaf Dispensary Ltd, a pioneering medical cannabis clinic in the UK.
- Benefits: Flexible working, private health insurance, and personalised training.
- Other info: Join a supportive team committed to diversity and employee development.
- Why this job: Make a real difference in patients' lives while growing your career.
- Qualifications: Experience in a patient-focused contact centre and strong empathy skills.
The predicted salary is between 28530 - 34870 £ per year.
Description
Releaf Dispensary Ltd is a pioneering medical cannabis clinic committed to providing high-quality, safe, and effective cannabis-based products.
A certified B Corp, headquartered in the UK, we aim to enhance the quality of life for our patients through innovative solutions and outstanding patient care, with a commitment to the highest standards of social and environmental responsibility.
As a Patient Support Coordinator, you will be responsible for ensuring a smooth, empathetic, and efficient patient experience across your assigned cohort — whether that's handling inbound calls, making outbound calls and follow-ups, or supporting the resolution of patient complaints.
You will be a key point of contact for patients, helping them navigate their care journey.
We're a fast-growing team of passionate professionals on a mission to put patients back in control of their health journey.
This is a busy role that requires extremely high levels of empathy, strong attention to detail, and the ability to work in a fast-paced digital environment.
- Core Responsibilities
- Patient Service Delivery
- Take the lead on answering inbound calls, making outbound calls, or progressing resolutions cases — depending on your assigned cohort — resolving queries in a timely and professional manner.
- Provide clear, empathetic, and professional communication with patients across every interaction.
- Escalate complex queries or complaints to your Team Lead when required.
- Ensure timely and proactive engagement with patients to support continuity of care.
- Maintain high levels of patient satisfaction by delivering outstanding service in every interaction.
- Respond to calls, emails, and live chat as needed, ensuring consistency across all communication channels.
- Provide administrative assistance to doctors, nurses, and healthcare staff to ensure smooth operations between the clinic and pharmacy.
- Assist patients with subscription queries and prescription payments.
- Schedule and confirm appointments, coordinating with healthcare professionals to maintain efficient schedules (Inbound cohort).
- For the Resolutions cohort: manage the end-to-end complaints process, ensuring timely acknowledgement, investigation, and resolution, and maintain accurate, detailed records of all complaints and actions taken.
- Operational Support
- Accurately record patient interactions in the scheduling systems.
- Follow standardised workflows and operating procedures to ensure consistency and compliance.
- Support team performance by meeting your cohort's call, engagement, or case-handling targets.
- Assist in identifying common patient issues and feeding back to your Team Lead.
- Participate in training sessions and regular audits to maintain quality standards.
- Compliance & Governance
- Ensure all communications comply with UK healthcare regulations (CQC standards, GDPR, and ICO where relevant).
- Adhere to best practices in confidentiality, safeguarding, and patient safety.
- Follow and adhere to audit, quality assurance, and governance processes.
The ideal candidate for this role will have experience from a busy, patient focused contact centre background. With high levels of empathy, attention to detail with an excitement to join a busy growing organisation - our team culture is based on support and respect and we take a proactive approach to employee progression and development.
The ideal candidate for this role will be happy to roll their sleeves up and can take ownership of this role.
In return, we offer flexible working; personalised training and development; private health insurance, Employee Assistance Programmes; access to employee perks and Releaf staff patient benefits.
How to apply
Our application process starts off with an informal remote meeting followed by a written test.
We are an inclusive employer and would welcome applications from a diverse range of applicants; if there is anything we can do to help support you during the interview process, please let us know.
At Releaf, we believe that diverse teams build better businesses.
We're committed to creating an inclusive environment where everyone feels valued, respected, and able to do their best work.
We welcome applications from people of all backgrounds, identities, and experiences — and we're happy to make reasonable adjustments throughout the recruitment process if you need them.
If you'd like to discuss this, please don't hesitate to get in touch.
Patient Support Coordinator employer: Releaf
Releaf is an exceptional employer that champions innovation in the healthcare sector, offering a dynamic work culture where creativity and collaboration thrive. As the Head of Mobile Health Apps, you will have the opportunity to lead impactful projects that enhance patient care while benefiting from professional growth opportunities and a supportive environment. Located in the UK, Releaf provides a unique chance to contribute to meaningful advancements in mobile health technology.
StudySmarter Expert Advice🤫
We think this is how you could land Patient Support Coordinator
✨Get Involved with Local Health Initiatives
Join local community health events or volunteer for organisations like public health agencies. This not only builds your experience but also helps you network with industry professionals who might know of openings at places like Releaf.
✨Tap into Professional Associations
Check out associations like the Institute of Healthcare Management. They often have job boards, networking events, and conferences that are perfect for connecting with potential employers in health sciences administration.
✨Stay Updated with Industry Trends
Follow health policy news and trends—being knowledgeable about the current landscape will not only help you in interviews but also make you stand out as a candidate. You can discuss recent developments and their implications when chatting with folks at Releaf.
✨Apply Through Our Website for Better Visibility
When you find roles that excite you, especially at places like Releaf, don’t forget to apply through our website. This can sometimes give you an edge by showing the employer you’re savvy and committed to finding the right fit.
We think you need these skills to ace Patient Support Coordinator
Some tips for your application 🫡
Highlight Your Relevant Experience:When applying for a role in health sciences administration, it's super important to spotlight any relevant experience you have in healthcare settings. Whether you've worked in a hospital, a clinic, or any related environment, make sure to detail those roles in your CV – focusing on your responsibilities and achievements that align with the job at Releaf.
Showcase Your Administrative Skills:Administrative skills are key in this field, so don’t hold back! Make sure your CV reflects your proficiency in things like scheduling, data management, and compliance with health regulations. Mention specific software you’ve used, such as patient management systems, as this will demonstrate your hands-on abilities and readiness for the role at Releaf.
Craft a Meaningful Cover Letter:Your cover letter should reflect your passion for the health sciences field and your eagerness to contribute to Releaf. Share a bit about why you’re drawn to this sector, any impactful situations or challenges you’ve encountered, and how they’ve shaped your desire to work in health sciences administration. This personal touch can really set you apart!
Tailor Your Documents to the Job:Don't use a one-size-fits-all approach! Make sure your CV and cover letter are specifically tailored for this role. Highlight any certifications you have relevant to health administration, and ensure you clearly connect your previous roles to the skills needed for the full-time position at Releaf. This way, you're showing them you’ve done your homework and are genuinely interested in being a part of their team.
How to prepare for a job interview at Releaf
✨Showcase Your Administrative Skills
In health sciences administration, being organised is key. Make sure you can demonstrate your skills in managing schedules, paperwork, and data accurately. Be ready to discuss specific tools you've used, like electronic health record systems or scheduling software, and how they improved efficiency in your past experiences.
✨Know Your Regulations
Familiarity with healthcare regulations and compliance is crucial. Brush up on HIPAA, GDPR, or other relevant policies before your interview. We recommend preparing examples of how you've ensured compliance or handled sensitive information in past roles—this will show you're not just knowledgeable but also responsible.
✨Prepare for Scenario Questions
Interviews for administrative roles often involve scenario-based questions to assess your problem-solving skills. Practice responses to common situations you might face, such as dealing with a challenging patient or managing a sudden schedule change. This will not only demonstrate your ability to think on your feet but also highlight your interpersonal skills.
✨Align Your Goals with the Organisation
As a full-time candidate, employers will want to know how your long-term career goals align with their mission. Take some time to research Releaf’s values and be ready to tie your passion for health sciences administration into their objectives. Demonstrating enthusiasm and career alignment can be a game-changer in this competitive field!
