Patient Support Coordinator (mfd)

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.

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 clinics controlled drug governance policies
• Continuous improvement: feed insights from patient conversations back into the team to improve our processes tooling and FAQs

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

What we offer

• 28000 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 wed love to hear from you.