Outbound Patient Support Coordinator

Releaf Dispensary Ltd is a pioneering medical cannabis clinic committed to providing high-quality, safe, and effective cannabis-based products. Headquartered in the UK,  we aim to enhance the quality of life for our patients through cutting-edge solutions and outstanding patient service. 

About the Role

We are seeking a compassionate, organised, and proactive Outbound Patient Support Coordinator to join our remote team. You will play a key role in engaging with patients through outbound communications, ensuring they receive timely reminders, follow-ups, and ongoing support throughout their care journey.

This is a vital role within our digital-first healthcare clinic, helping to improve patient engagement, enhance clinical outcomes, and deliver an excellent patient experience.

Key Responsibilities

Patient Service Delivery

• Make outbound calls and send follow-up communications (reminders, check-ins, treatment follow-ups).
• Provide clear, empathetic, and professional communication with patients.
• Escalate complex queries or complaints to the Team Leader 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.

Operational Support

• Accurately record patient interactions in the EHR and scheduling systems.
• Follow standardised workflows to ensure consistency and compliance.
• Support team performance by meeting outbound call and engagement targets.
• Assist in identifying common patient issues and feeding back to the Team Leader.
• Participate in training sessions and regular audits to maintain quality standards.
  
  

Compliance & Governance

• Ensure all communications comply with UK healthcare regulations (CQC standards, GDPR).
• Adhere to best practices in confidentiality, safeguarding, and patient safety.
• Contribute to audit, quality assurance, and governance processes as needed.
  
  

Essential Requirements

• Previous experience in a patient support, healthcare administration, or customer service role.
• Strong communication and interpersonal skills with the ability to show empathy.
• Confident using digital tools, scheduling platforms, or EHR systems.
• Good organisational skills with the ability to manage multiple tasks.
• Comfortable working in a remote environment with clear accountability.
  
  

Desirable Requirements

• Experience in a remote or digital-first healthcare setting.
• Familiarity with NHS pathways, private healthcare processes, or telemedicine workflows.
• Knowledge of healthcare compliance, safeguarding, and confidentiality requirements.
  
  

What We Offer

• Flexible remote-first working environment.
• Career progression opportunities within healthcare operations.
• Training and development to support your growth.
• The chance to positively impact patient experience in an innovative digital healthcare clinic.