enua
Patient Support Coordinator (m/f/d)
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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 clinic’s controlled drug governance policies.
- Continuous improvement: Feed insights from patient conversations back into the team to improve our processes, tooling, and FAQs.
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Requirements
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
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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
Benefits
What we offer
- £28,000 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, we'd love to hear from you.
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