[Hiring] Patient Support Coordinator @Montu UK

Role Description

At Montu UK, our Patient Support Coordinators do much more than answer calls. They play an important role in supporting patients who rely on us for their treatment, care and ongoing wellbeing. This is a demanding but incredibly rewarding position, where the conversations you have can make a genuine difference to someone's life.

Many of our patients are living with complex, chronic or debilitating medical conditions, and we recognise that accessing treatment can sometimes be an emotional and challenging experience. We are looking for people who genuinely care about others, who have the patience to listen, the resilience to manage difficult conversations and the ability to provide compassionate, professional support in a busy environment.

This is not a traditional customer service role. It requires empathy, emotional intelligence and a genuine commitment to patient care. For the right person, it is an opportunity to be part of something meaningful, where every conversation has the potential to make a difference.

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.

Qualifications

• 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.

Requirements

• 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

Benefits

• 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

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 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.