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 standardised 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.

The ideal candidate for this role will have experience from a busy, patient focused contact centre background. With high levels of empathy, attention to detail with an excitement to join a busy growing organisation - our team culture is based on support and respect and we take a proactive approach to employee progression and development. The ideal candidate for this role will be happy to roll their sleeves up and can take ownership of this role. In return, we offer flexible working; personalised training and development; private health insurance, Employee Assistance Programmes; access to employee perks and Releaf staff patient benefits.

How to apply:

Our application process starts off with an informal remote meeting followed by a written test. We are an inclusive employer and would welcome applications from a diverse range of applicants; if there is anything we can do to help support you during the interview process, please let us know.

At Releaf, we believe that diverse teams build better businesses. We're committed to creating an inclusive environment where everyone feels valued, respected, and able to do their best work. We welcome applications from people of all backgrounds, identities, and experiences - and we're happy to make reasonable adjustments throughout the recruitment process if you need them. If you'd like to discuss this, please don't hesitate to get in touch.