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 their app. The Patient Navigator plays a crucial role in supporting patients throughout their healthcare journey, ensuring seamless communication, accurate record-keeping, and administrative efficiency. This position is ideal for someone who is patient-focused, highly organized, and capable of managing multiple administrative and clerical tasks in a remote setting. Key Responsibilities Delivering an Outstanding Patient Experience: Respond promptly and accurately to patient inquiries via email or phone, providing guidance on: Eligibility checks for consultations Accessing health information and necessary documents Clinic fees, consultation charges, refunds, and cancellation policies The treatment pathway and patient journey Navigation to health and wellbeing resources Manage appointment bookings, ensuring all required information is provided and scheduled with appropriate healthcare professionals. Demonstrate care, compassion, and respect in all patient communications. Identify and escalate risks to patient wellbeing, responding appropriately to distressed behavior. Promote decision-support tools and relevant health education resources. Administrative Support: Prepare and send post-appointment correspondence to patients, general practitioners, and pharmacies. Maintain up-to-date and accurate patient records. Raise invoices and send payment reminders ahead of appointments. Support clinic capacity management, ensuring reduced wait times and efficient scheduling. Compile data and contribute to service reports as needed. Provide administrative support for meetings, including preparing agendas, taking notes, and distributing documents. Compliance and Governance: Conduct compliance checks and report incidents, accidents, or near misses as per clinic policies. Ensure prescribers receive necessary patient information before clinic sessions. Escalate accessibility concerns, such as translation needs, to the Registered Manager. Maintain 100% completion of mandatory training. Service Improvement and Engagement: Participate in governance and service improvement initiatives. Foster collaborative relationships with colleagues in a solutions-focused approach. Engage in patient outreach and promote health and wellbeing initiatives. Maintaining Standards: Adhere to all policies, procedures, and professional values. Maintain patient confidentiality in all interactions and uphold a secure remote work environment.
Education & Training: A good standard of general secondary education. Proficiency in Microsoft Office (Excel, Word, Outlook). Strong IT literacy and competent keyboarding skills. Evidence of the right to work in South Africa. Experience (Essential): Background in health and social care. Experience in a role combining administrative and patient-facing responsibilities. Experience (Desirable): Experience in the cannabis health industry. Experience within a startup organization. Skills & Attributes: Excellent command of English, both written and verbal. Strong organizational, prioritization, and time management skills. Reliable, flexible, and team-oriented. Compassionate, patient-focused, and respectful. Calm and confident demeanor, with problem-solving and de-escalation abilities. High accuracy when processing large volumes of information. Ability to work independently and manage workload remotely. Other Requirements: Commitment to the organizations vision and values. Drive and ambition to contribute to business growth. Enhanced DBS check. Resilience when supporting patients with complex needs. Understanding of confidentiality and protection of patient and commercial information.

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