Hybrid Patient Support Coordinator - Compassionate Care

Montu Uk; Winnersh; Hybride; GBP 28 000 - 30 000; Plein temps

Avantages offerts par ce poste

25 days annual leave

5% matched pension contribution

Cycle-to-work scheme

Professional development

Supportive and collaborative working环境

Meaningful difference to patients' lif

Named opportunity to develop your care

Résumé du poste

Montu UK, a digital health company, seeks a Patient Support Coordinator in Winnersh Triangle. It is a hybrid, full-time role with on-site and home-based days, involving a high volume of patient enquiries by phone and collaboration with Pharmacy, Clinical and broader Patient Support teams.

You will handle prescription queries, medication availability and deliveries, maintaining compassionate, accurate guidance within a regulated healthcare setting.

Qualifications

• Minimum two years' experience in a customer service or patient-facing environment.
• Experience handling a high volume of telephone enquiries and managing challenging conversations.
• Excellent communication and interpersonal skills, with empathy, patience and professionalism.
• Strong attention to detail and the ability to maintain accurate records.
• Confidence using multiple IT systems and the ability to learn new processes quickly.
• Ability to prioritise competing demands, manage a busy workload and remain calm under pressure.
• Understanding of following policies, procedures and SOPs in a regulated environment.
• Ability to work collaboratively with colleagues across different teams.

Responsabilités

• Act as the first point of contact for patients, primarily over the telephone, providing professional, compassionate and accurate support.
• Manage patient enquiries relating to prescriptions, medication availability, deliveries and potential delays.
• Take ownership of patient queries, working proactively to resolve issues and keeping patients informed.
• Work closely with our Pharmacy team to investigate and resolve medication-related concerns.
• Liaise with Pharmacy Dispensers regarding stock availability, prescription processing and dispensing queries.
• Support communication between patients, Pharmacy, Clinical teams and healthcare professionals to ensure information is shared accurately and efficiently.
• Provide appropriate guidance on prescription processes and medication-related queries, escalating clinical questions to qualified healthcare professionals.
• Recognise when patients require additional support and escalate complex or sensitive issues to the appropriate teams, including Clinical Governance.
• Maintain accurate and detailed records of patient interactions, ensuring all information is documented in line with internal policies and regulatory requirements.
• Collaborate with remote colleagues to support tasks that require action on site.
• Work across teams to improve patient experience and ensure safe, timely delivery of medication.

Connaissances

Customer service

Telephone support

Empathy

Attention to detail

IT systems

Prioritisation

SOP compliance

Team collaboration

Outils

CRM software

Regulatory systems

Description du poste

Montu UK, a digital health company, seeks a Patient Support Coordinator in Winnersh Triangle. It is a hybrid, full-time role with on-site and home-based days, involving a high volume of patient enquiries by phone and collaboration with Pharmacy, Clinical and broader Patient Support teams.

You will handle prescription queries, medication availability and deliveries, maintaining compassionate, accurate guidance within a regulated healthcare setting.