[Hiring] Patient Support Coordinator @Montu UK

Role Description

As a Patient Support Coordinator, you’ll be the warm, knowledgeable voice that patients rely on from their very first interaction with Montu UK. Acting as the front line of our patient experience, you’ll handle around 450 calls each week, spending roughly five minutes per call guiding patients through a variety of needs - from answering questions to providing reassurance and practical support.

No two conversations are the same. Your ability to combine efficiency, empathy, and expertise will ensure every patient feels heard, supported, and confident in their journey with us. By delivering clear information, compassionate care, and seamless service, you’ll play a vital role in creating a positive and trusted experience for every patient who reaches out to Montu UK.

Salary: £27,000

40 hour working week. (5 days - Remote - in the UK)

Hours: 7:30am - 4:30pm/9:30am-6:30pm

Some weekend working is required across a 5 day week.

Qualifications

• High-Volume Call Centre Experience: Prior experience in a fast-paced call centre or similar environment, with evidence of handling complex queries and maintaining professionalism.
• Customer/Patient-Focused: A background in customer service or healthcare, demonstrating empathy, patience, and strong problem-solving skills.
• Strong Communication Skills: Excellent verbal and written communication abilities, with a knack for active listening.
• IT Proficiency: Comfortable using various software tools; experience with patient management systems or CRMs is a plus.
• Self-Motivated & Organised: Able to work independently, meet performance targets, and juggle multiple tasks efficiently.

Requirements

• High-Volume Call Handling: Manage inbound and outbound calls (around 450/week) to guide patients through their treatment journey.
• Patient Assistance: Book appointments, complete required documentation, and resolve patient queries with empathy and accuracy.
• Record Management: Update and maintain patient information in our management system, ensuring all data is accurate and compliant with GDPR.
• Collaboration: Work closely with our clinical team to guarantee smooth patient experiences and continuity of care.
• Professional Conduct: Provide efficient, polite, and empathetic service, maintaining Montu UK’s standard of excellence at all times.

Benefits

• Work-Life Balance: 40-hour work week (5 days) - fully remote.
• Generous Leave: 25 days holiday, rising to 27 days after 1 years service, then 30 after 2 years service + bank holidays.
• Pension Scheme: Employer matching up to 5%.
• Professional Growth: Opportunities for learning, development, and career progression within a forward-thinking company.
• Meaningful Impact: Contribute to a team that’s dedicated to innovating patient care and improving lives.

Company Description

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 transform lives by combining innovative technology with high-quality clinical care, ensuring patients receive the support they need at every step of their journey.

As a fast-growing organisation, we offer a collaborative and supportive environment where talented people can develop their careers while contributing to meaningful change in healthcare. At Montu UK, your work has a direct impact on improving patients’ lives and expanding access to modern medical treatments.