Patient Support Coordinator

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 standardized 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.