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…