患者支持协调员
Patient Support Coordinator
Releaf Dispensary Ltd 是一家开创性的医疗大麻诊所，致力于提供高质量、安全且有效的基于大麻的产品。作为一家认证的 B Corp，总部位于英国，我们通过创新解决方案和卓越的患者护理，旨在提升患者的的生活质量，并承诺在社会和环境责任方面达到最高标准。
作为患者支持协调员，您将负责确保您所负责的患者群体获得顺畅、富有同理心且高效的体验——无论是处理来电、拨出电话并跟进，还是协助解决患者投诉。您将成为患者的重要联系人，帮助他们顺利进行治疗旅程。
我们是一支快速发展的团队，由充满热情的专业人士组成，致力于让患者重新掌控自己的健康旅程。这是一项繁忙的工作，需要极高的同理心、强大的细节关注能力以及在快节奏的数字环境中工作的能力。
核心职责
患者服务交付
- 根据您所负责的患者群体，主导接听来电、拨出电话或推进问题解决——及时且专业地解决疑问。
- 在每一次互动中，向患者提供清晰、富有同理心且专业的沟通。
- 在需要时将复杂的问题或投诉上报给您的团队主管。
- 确保及时且主动地与患者互动，以支持护理的连续性。
- 通过每次互动提供出色的服务，保持高水平的患者满意度。
- 根据需要接听电话、回复邮件和在线聊天，确保所有沟通渠道的一致性。
- 为医生、护士和医护人员提供行政支持，确保诊所和药房之间的顺畅运作。
- 协助患者处理订阅相关问题和处方付款。
- 安排并确认预约，与医疗专业人员协调以保持高效的时间安排（内部团队）。
- 对于问题解决团队：管理投诉的全流程，确保及时确认、调查和解决，并准确详细地记录所有投诉及采取的措施。
- 运营支持
- 在调度系统中准确记录患者互动情况。
- 遵循标准化的工作流程和操作规程，以确保一致性和合规性。
查看英文原文
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.
Originally posted on Himalayas