Alternative Medicine

enua Pharma GmbH

11-50

The Ship - Köln

London

About us
We are a fast-growing European healthcare company operating at the intersection of medical cannabis, digital health, and regulated healthcare services. With a strong, profitable core business in Europe, centralized group functions (including procurement, finance, supply chain, and quality/regulatory), and a proven operational backbone, we are now building a scalable UK-based clinic and technology platform.
Our ambition is to redefine patient access, experience, and outcomes by tightly integrating technology, clinical workflows, and data-driven growth.
<h2>Tasks</h2>
The Role
As Patient Support Coordinator, you are the first point of contact for our patients. You ensure clear communication, fast resolution of medication- and prescription-related queries, and a consistently high-quality patient experience across phone, email, and digital channels.
This is a hands-on operations role in a regulated healthcare environment. You will work closely with our pharmacy, clinical, and supply chain teams to keep the patient journey smooth, compliant, and well-documented.
What you will be doing
<ul>
<li>Patient communication: be the first responder for patient questions about prescriptions, medication availability, deliveries, and onboarding</li>
<li>Issue resolution: work closely with pharmacy and clinical teams to resolve medication-related issues and keep patients informed throughout</li>
<li>Coordination: act as the link between patients, pharmacy, prescribers, and our 3PL partner, ensuring accurate information is shared at every step</li>
<li>Patient guidance: explain treatment processes, next steps, and basic medication information clearly and compassionately</li>
<li>Documentation: record and track patient interactions accurately, in line with healthcare regulations and our internal SOPs</li>
<li>Escalation: identify complex clinical or regulatory issues and escalate promptly to clinical or governance leads</li>
<li>Safeguarding: recognise and escalate safeguarding concerns in line with our safeguarding policy, including indicators of patient vulnerability, abuse, or neglect</li>
<li>Controlled drug awareness: handle information about Schedule 2 CBMP prescriptions accurately and in accordance with the clinic’s controlled drug governance policies</li>
<li>Continuous improvement: feed insights from patient conversations back into the team to improve our processes, tooling, and FAQs</li>
</ul>
<h2>Requirements</h2>
What we are looking for
Required
<ul>
<li>2+ years of customer service or patient support experience</li>
<li>Excellent written and verbal communication in English; calm, empathetic, and professional under pressure</li>
<li>Strong attention to detail and a methodical approach to documentation and case tracking</li>
<li>High level of digital fluency — comfortable working across CRM, ticketing, telephony, and patient management systems</li>
<li>Comfortable working in a regulated environment and following SOPs precisely</li>
<li>Enhanced DBS check (to be completed prior to commencement of work, required under )</li>
<li>Complete mandatory training including safeguarding awareness and information governance modules, before commencing duties</li>
<li>Report all incidents and significant events through our incident reporting process</li>
<li>Comply with all patient confidentiality obligations and information governance requirements as set out in our information governance and confidentiality policies at all times, including after leaving the role</li>
<li>Permanent, full-time contract</li>
</ul>
Preferred
<ul>
<li>Experience in a healthcare, pharmacy, or telemedicine setting</li>
<li>Familiarity with controlled drug or pharmacy supply processes</li>
<li>Experience in early-stage or fast-scaling environments</li>
</ul>
<h2>Benefits</h2>
What we offer
<ul>
<li>£28,000 base salary</li>
<li>Hybrid working model with a collaborative, hands-on team</li>
<li>Real ownership and a clear path to grow as the UK business scales</li>
<li>The chance to be part of building something new in one of the most dynamic sectors in UK healthcare</li>
</ul>
If this resonates, we'd love to hear from you.

Patient Support Coordinator (m/f/d)

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