Patient Support Coordinator

As a Patient Support Coordinator, you will be one of the first points of contact for patients accessing treatment through Montu UK.

This is a predominantly telephone-based role, handling approximately 450 calls each week. You will support patients with a wide range of enquiries, from appointment bookings and treatment-related administration to more complex and sensitive situations requiring patience, understanding and reassurance.

No two conversations will be the same. Some patients may be anxious, frustrated or distressed, and you will need to remain calm, professional and compassionate while finding practical solutions to their concerns.

The role requires you to balance a high volume of calls with delivering a consistently high standard of patient care. It can be challenging, but the support you provide has a direct impact on the patient experience and their confidence in accessing treatment.

This is a fully remote, UK-based position, working 40 hours per week across five days. Shifts are either 7:30am to 4:30pm or 9:30am to 6:30pm, with Saturday working required as part of the five-day working week.

We are looking for someone who understands the demands of a busy patient-facing environment and takes genuine pride in providing care and support to those who need it.

Managing a high volume of inbound and outbound patient calls, approximately 450 per week

Supporting patients with a wide range of enquiries, including complex, sensitive and emotionally challenging situations

Providing reassurance, guidance and practical support throughout the patient journey

Booking appointments, completing documentation and resolving patient queries accurately and efficiently

Managing difficult conversations with empathy, patience and professionalism

Working closely with our Clinical and Pharmacy teams to ensure patients receive timely support and continuity of care

Maintaining accurate patient records and ensuring compliance with GDPR and internal procedures

Balancing call volumes and performance expectations while maintaining a compassionate and patient-centred approach

Previous experience in a high-volume, telephone-based customer service, contact centre or patient support environment

Experience handling complex enquiries and managing difficult or emotionally challenging conversations

Genuine empathy, patience and a strong desire to help others

Excellent verbal and written communication skills, with the ability to listen actively and adapt your approach to different situations

Emotional resilience and the ability to remain calm and professional under pressure

Strong organisational skills and the ability to manage competing priorities in a fast-paced environment

Confidence using multiple systems, with excellent attention to detail

The ability to work independently in a remote environment while remaining connected to a wider team

Previous healthcare experience would be beneficial, but what matters most is your attitude, resilience and genuine commitment to supporting patients.

Meaningful work: Make a genuine difference to patients living with complex medical conditions

Remote working: Work from home within the UK

Annual leave: 25 days, increasing to 27 days after one year and 30 days after two years, plus bank holidays

Pension: Employer matching contributions of up to 5%

Career development: Opportunities to learn, develop and progress within a growing healthcare organisation

Patient-centred purpose: Be part of a business dedicated to improving access to treatment and patient care

Montu UK is a leading digital health company specialising in cannabis-based medicines (CBPM), dedicated to improving patient access to safe and effective treatments.

Our mission is to improve patients' lives by combining innovative technology with high-quality clinical care, ensuring people receive the support they need throughout their treatment journey.

As our patient community continues to grow, our Patient Support team remains central to the care and experience we provide. Every conversation matters, and every member of the team has an important part to play.