Patient Support Coordinator

At Montu, our Patient Support team plays an important role in the patient journey, helping people access their prescribed medication and ensuring they feel listened to, informed and supported throughout their treatment.

We are looking for a friendly, proactive and compassionate Patient Support Coordinator to join our Pharmacy Support team at Winnersh Triangle.

This is an opportunity to make a genuine difference to patients, many of whom are living with complex and often debilitating health conditions.

We are looking for someone who genuinely enjoys helping people, has the confidence to manage challenging conversations and takes pride in delivering excellent customer service.

For someone who thrives in a busy, people-focused environment and wants to be part of a growing healthcare organisation where the work really matters, this could be a fantastic opportunity.

What is the job?

As a Patient Support Coordinator, the role focuses on supporting patients with prescription queries, medication availability, deliveries and any challenges that may arise throughout their treatment journey.

This is a predominantly telephone-based position, with live chat and email enquiries also forming part of the day-to-day responsibilities.

Working closely with our Pharmacy, Clinical and wider Patient Support teams, the priority is to resolve enquiries efficiently, provide accurate information and ensure patients receive the support they need.

Some conversations are straightforward, while others require patience, empathy and the confidence to support patients who may be frustrated, worried or experiencing difficulties accessing their medication.

It is a fast-paced environment where no two days are quite the same. Strong communication, attention to detail and a proactive approach to problem-solving are essential, alongside the ability to balance a busy workload without losing sight of the person behind each inquiry.

Ultimately, this role is about much more than answering calls. It is about taking ownership, building trust and helping patients feel supported throughout their treatment.

What will you be doing?

• Acting as a friendly and professional first point of contact for patients, primarily over the telephone, alongside live chat and email enquiries.

• Supporting patients with questions relating to prescriptions, medication availability, deliveries and potential delays.

• Taking ownership of patient enquiries, finding solutions and keeping patients informed throughout the process.

• Working towards agreed KPIs and performance targets, including call handling, response times and quality of service, while ensuring every patient receives a high standard of care and support.

• Working closely with Pharmacy Dispensers and the wider Pharmacy team to resolve prescription, stock and dispensing queries.

• Liaising with Clinical teams and healthcare professionals to ensure patient enquiries are directed appropriately.

• Providing clear information about prescription processes and escalating clinical questions to qualified healthcare professionals.

• Recognising when patients require additional support and escalating complex or sensitive concerns to the appropriate teams, including Clinical Governance.

• Maintaining accurate patient records in line with internal procedures and regulatory requirements.

• Managing a busy workload while maintaining a high standard of service and attention to detail.

• Working collaboratively with colleagues across the business to ensure enquiries are handled efficiently.

• Contributing ideas and feedback to help improve processes and the overall patient experience.

What you will need?

We are looking for someone who genuinely enjoys working with people and understands the importance of delivering excellent customer service, particularly when supporting individuals who may be dealing with difficult or sensitive situations.

Strong communication skills are essential, alongside the ability to listen, show empathy and remain calm when conversations become challenging.

This role would suit someone who is naturally proactive, enjoys problem-solving and takes pride in seeing an enquiry through to resolution.

• A minimum of two years of experience in a customer service or patient-facing environment.

• Experience managing a high volume of telephone enquiries, including challenging or sensitive conversations.

• Excellent communication and interpersonal skills, with a compassionate and professional approach.

• Strong organisational skills and the ability to prioritise competing demands in a fast-paced environment.

• Confidence using multiple IT systems and learning new processes quickly.

• Excellent attention to detail, particularly when handling patient information and maintaining accurate records.

• A proactive, solutions-focused approach and the confidence to take ownership of enquiries.

• An understanding of the importance of following policies, procedures and standard operating procedures (SOPs), particularly within a regulated environment.

• A positive, collaborative approach to teamwork and a willingness to support colleagues across different departments.

• Confidence working towards service standards and performance targets without compromising the patient experience.

• The ability to work five days per week from our Winnersh Triangle office, including one Saturday per month.

Desirable experience

• Previous experience within healthcare, pharmacy or another regulated environment.

• Experience supporting patients or customers with complex, sensitive or time-critical enquiries.

• A background in a busy contact centre or high-volume customer service environment.

Previous healthcare or pharmacy experience would be beneficial, but it is not essential. What matters most is a positive attitude, strong communication skills and a genuine desire to help people.

Location and working hours

• This is a full-time, office-based position at our Winnersh Triangle office in Berkshire.

• Working hours: 8:30am to 5:30pm, including a one-hour unpaid lunch break.

• Working pattern: Five days per week, on a rota that includes one Saturday per month.

• Location: Fully office-based at Winnersh Triangle, including during and following training.

What we offer:

• Generous Leave: 25 days holiday (rising to 27 after year one and 30 after year three + 8 bank holidays

• Pension Matching: Up to 5% employer matching contributions

• Private Healthcare Scheme

• Flexibility and Wellness: cycle-to-work scheme, and more

• Growth Opportunities: Collaborate across teams and represent Montu at events, with support to grow your skills and impact

• Enhanced Maternity & Paternity Leave

About Us

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.