Montu UK
Patient Support Coordinator
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If you are brilliant with people, love solving problems and genuinely care about giving patients a great experience, this could be the role for you.
We are looking for a Patient Support Coordinator to join our growing team at Montu. This is a busy, hands-on role at the heart of our patient journey, supporting people who may be completely new to medical cannabis and helping make their experience with us as simple, smooth and reassuring as possible.
You will be speaking to patients every day, answering questions, coordinating appointments, supporting our clinicians and working across the business to get things sorted. Some days will be incredibly busy, priorities will change and you will need to think on your feet, so we need someone who takes ownership, stays calm and genuinely enjoys helping people.
The most important thing is the person. We can teach you our systems and processes. What we cannot teach is empathy, energy and the instinct to go that extra mile when someone needs your help.
If you are organised, proactive, great with people and want to be part of a team that is changing the way patients access medical cannabis in the UK, I would love to hear from you.
What is the job?
As a Patient Support Coordinator, you’ll be a key part of the pharmacy team and play an important role in ensuring Montu patients and clinicians receive a seamless, high-quality service. You’ll be one of the main points of contact for patients, supporting them throughout their journey while also working closely with our clinical and operational teams.
This is an exciting opportunity to join Montu’s growing UK team and contribute to the development of our patient-facing operations. You’ll need to be organised, proactive and patient-focused, with the ability to manage multiple priorities in a fast-paced, highly regulated healthcare environment.
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The Patient Support Coordinator sits within the pharmacy team and requires a dynamic, patient-centric individual who is passionate about helping patients and clinicians get the best out of the service.
You’ll support the day-to-day running of the patient journey, working closely with clinicians, operations, governance, product and technology teams to ensure patients receive a smooth and professional experience.
What will you be doing?
- Answer patient queries by telephone and email, providing clear, professional and empathetic support.
- Schedule and coordinate patient appointments to optimise the patient experience.
- Handle appointment payments accurately and efficiently.
- Maintain patients’ electronic health records, ensuring information is accurate and up to date.
- Support the clinical team by:
- Collecting patient data relating to long-term conditions.
- Ensuring patients meet the criteria for an initial assessment in line with Montu’s inclusion and exclusion criteria.
- Booking patients for initial and follow-up appointments.
- Preparing for and taking minutes during multidisciplinary team (MDT) meetings.
- Support operational and clinical recruitment and onboarding activities.
- Collate patient and service feedback and liaise with the Head of Governance regarding complaints and compliments.
- Report incidents and significant events and work with the Head of Governance to support appropriate follow-up.
- Support clinicians with operational queries and day-to-day service requirements.
- Liaise with the Product and Tech Support teams to resolve technical issues.
- Work closely with your line manager and the wider team to identify opportunities for service improvement.
- Attend work-related meetings as required.
- Maintain all mandatory training and remain familiar with company policies and SOPs.
- Work flexibly across shifts when required.
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What you need:
- At least 2 years’ work experience.
- Previous experience working in a healthcare environment is advantageous but not essential.
- Excellent attention to detail and strong organisational skills.
- Good understanding of working within a highly regulated environment and following policies and SOPs.
- High level of IT proficiency and confidence using multiple systems.
- Strong communication and interpersonal skills.
- Ability to work under pressure, manage competing priorities and remain calm in a fast-paced environment.
- Patient-focused, professional and proactive approach.
What we offer:
- Competitive salary.
- 25 days holiday, rising to 37 days after one year, rising to 30 days after year 3 plus bank holidays.
- 5% matched pension.
- Private Health Care.
- Enhanced Maternity and Paternity.
- Cycle-to-work scheme.
- Opportunities for learning, development and career progression.
- A dynamic, collaborative and supportive working environment.
- The opportunity to make a meaningful impact on patients’ experiences and contribute to the growth of a forward-thinking healthcare organisation.
About Montu
Montu UK is a leading digital health company specialising in cannabis-based medicines (CBPM). We are committed to transforming lives by improving access to safe and effective treatments while delivering an exceptional standard of care.
As a growing organisation, we offer a dynamic and supportive environment where talented people can develop their careers, work collaboratively across teams and make a meaningful impact on patients’ lives.
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