Patient Support Coordinator

At Montu, our Patient Support team plays an important role in ensuring patients feel informed, supported and cared for throughout their treatment journey. We are looking for a Patient Support Coordinator to join our Pharmacy Support team at Winnersh Triangle. This is a busy, fast-paced and predominantly telephone-based role, supporting patients with prescription queries, medication availability, deliveries and any issues that may arise along the way. Many of our patients are managing complex health conditions, so we need someone who understands that behind every call is a person relying on us to get things right. Whether you are resolving a delayed prescription, providing reassurance or working with our Pharmacy team to find a solution, the way you communicate and support our patients really matters. This is not your typical customer service role. It requires patience, empathy, resilience and exceptional attention to detail. You will need to be comfortable managing challenging conversations, working under pressure and taking ownership of queries in a highly regulated healthcare environment. Previous healthcare experience would be an advantage, but what matters most is your ability to communicate with compassion, remain calm under pressure and genuinely care about the difference you can make. What is the job? As a Patient Support Coordinator, you will be the first point of contact for patients with pharmacy and medication-related queries, ensuring they receive clear, accurate and timely information. You will work closely with our Pharmacy, Clinical and wider Patient Support teams to resolve issues, provide updates and help ensure patients receive their medication safely and efficiently. This is a telephone-heavy role where you will manage a high volume of patient enquiries, often involving sensitive or complex situations. You will need to balance empathy with efficiency, ensuring every patient feels listened to while maintaining the accuracy and standards expected within a regulated healthcare environment. Location and working pattern • Hybrid working from our Winnersh Triangle office, with three days on site and two days working from home following completion of training. • Full-time position, working five days per week. • Weekend working is required as part of the five-day working week. • Shifts are 7:30am to 4:30pm or 9:30am to 6:30pm, including a one-hour lunch break. What will you be doing? • Acting as the first point of contact for patients, primarily over the telephone, providing professional, compassionate and accurate support. • Managing patient enquiries relating to prescriptions, medication availability, deliveries and potential delays. • Taking ownership of patient queries, working proactively to resolve issues and keeping patients informed throughout. • Working closely with our Pharmacy team to investigate and resolve medication-related concerns. • Liaising with Pharmacy Dispensers regarding stock availability, prescription processing and dispensing queries. • Supporting communication between patients, Pharmacy, Clinical teams and healthcare professionals to ensure information is shared accurately and efficiently. • Providing appropriate guidance on prescription processes and medication-related queries, escalating clinical questions to qualified healthcare professionals. • Recognising when patients require additional support and escalating complex or sensitive issues to the appropriate teams, including Clinical Governance. • Maintaining accurate and detailed records of patient interactions, ensuring all information is documented in line with internal policies and regulatory requirements. • Collaborating with remote colleagues to support tasks that require action on site. • Working collaboratively acros