Patient Support Coordinator

What is the job?

As a Patient Support Coordinator, you will be one of the first points of contact for patients accessing treatment through Montu UK.

This is a predominantly telephone-based role, handling approximately 450 calls each week. You will support patients with a wide range of enquiries, from appointment bookings and treatment-related administration to more complex and sensitive situations requiring patience, understanding, and reassurance.

No two conversations will be the same. Some patients may be anxious, frustrated, or distressed, and you will need to remain calm, professional, and compassionate while finding practical solutions to their concerns.

The role requires you to balance a high volume of calls with delivering a consistently high standard of patient care. It can be challenging, but the support you provide has a direct impact on the patient experience and their confidence in accessing treatment.

This is a fully remote, UK-based position, working 40 hours per week across five days, with shifts either 7:30am to 4:30pm or 9:30am to 6:30pm, including Saturday working as part of the five-day working week.

We are looking for someone who understands the demands of a busy patient-facing environment and takes genuine pride in providing care and support to those who need it.

What will you be doing?

• Managing a high volume of inbound and outbound patient calls, approximately 450 per week

• Supporting patients with a wide range of enquiries, including complex, sensitive, and emotionally challenging situations

• Providing reassurance, guidance, and practical support throughout the patient journey

• Booking appointments, completing documentation, and resolving patient queries accurately and efficiently

• Managing difficult conversations with empathy, patience, and professionalism

• Working closely with our Clinical and Pharmacy teams to ensure patients receive timely support and continuity of care

• Maintaining accurate patient records and ensuring compliance with GDPR and internal procedures

• Balancing call volumes and performance expectations while maintaining a compassionate and patient-centred approach

What do you need?

• Previous experience in a high-volume, telephone-based customer service, contact centre, or patient support environment

• Experience handling complex enquiries and managing difficult or emotionally challenging conversations

• Genuine empathy, patience, and a strong desire to help others

• Excellent verbal and written communication skills, with the ability to listen actively and adapt your approach to different situations

• Emotional resilience and the ability to remain calm and professional under pressure

• Strong organisational skills and the ability to manage competing priorities in a fast-paced environment

• Confidence using multiple systems, with excellent attention to detail

• The ability to work independently in a remote environment while remaining connected to a wider team

Previous healthcare experience would be beneficial, but what matters most is your attitude, resilience, and genuine commitment to supporting patients.