Job Description

About Our Client Our client is a pioneering medical cannabis clinic in the UK, committed to advancing patient care through innovative treatments and cutting-edge research. In partnership with Birmingham University, they aim to expand research into cannabis treatments, particularly for conditions like PTSD. Equipped with telemedicine technology and a dedicated app, they offer seamless healthcare experiences for patients from initial registration to ongoing care. The Care Coach plays a crucial role in supporting patients throughout their treatment journey. This role involves providing guidance, education, and administrative assistance to ensure patients adhere to their treatment plans and achieve their health goals. The ideal candidate is patient-focused, highly organized, and capable of handling multiple tasks in a remote setting. Key Responsibilities Delivering an Outstanding Patient Experience: Respond to patient inquiries via email or phone, providing support on: Treatment plans, including self-administration of cannabis-based medicines (flower, oil, vape cartridges). Vape use, cleaning, preparation, and technique guidance. Accessing health and wellbeing resources, including social prescribing, helplines, and support groups. Escalating issues, side effects, or emergencies to clinical or management staff. Conduct welfare calls to newly initiated patients, providing reassurance and answering questions. Promoting Health and Wellness: Assist patients in using decision-support tools and health education resources. Create and maintain communication plans to ensure personalized care needs are documented. Identify opportunities for health promotion and patient engagement. Administrative Support: Prepare and send post-appointment correspondence to patients, GPs, and pharmacies. Update patient records with accurate and complete documentation. Manage appointment schedules, ensuring clinic capacity is optimized. Compile data and contribute to service reports. Provide administrative support for meetings, including preparing agendas and taking minutes. Compliance and Governance: Escalate accessibility issues (e.g., need for translation services or Braille) to the Registered Manager. Conduct compliance checks and report incidents per clinic policies. Ensure prescribers have all necessary information before clinic sessions. Maintain 100% completion of mandatory training. Service Improvement and Engagement: Participate in governance and service improvement initiatives. Foster collaborative relationships with colleagues. Engage in patient outreach and participate in engagement activities. Maintaining Standards: Uphold clinic policies, procedures, and values at all times. Maintain a secure and professional remote work environment, ensuring patient confidentiality.
Education & Training: A good standard of secondary education. Proficiency in Microsoft Office applications (Excel, Word, Outlook). IT literacy and competent keyboarding skills. Evidence of the right to work in South Africa. Experience (Essential): Background in health or social care support work. Experience in direct patient care, including supporting distressed individuals. Understanding of health education and social prescribing. Experience within the cannabis health industry. Experience in a startup environment. Skills & Attributes: Excellent verbal and written communication skills in English. Strong organizational and time management skills. Compassionate, patient-focused, and respectful. Ability to work independently and manage workload remotely. Problem-solving and de-escalation skills. High accuracy when processing large volumes of information. Other Requirements: Commitment to the clinic's vision and values. Ability to adapt in a fast-paced environment. Enhanced DBS check. Understanding of confidentiality and data protection regulations.

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