[Hiring] Patient Support & Clinical Governance Coordinator @Dispensed Global

Role Description

We are seeking a Patient Support & Clinical Governance Coordinator to play a key role in both supporting patients throughout their Dispensed journey and strengthening the clinic’s clinical governance framework across the UK business. This role combines patient-facing support with governance, compliance, and quality assurance responsibilities.

• Act as the primary point of contact for patients, supporting both new and returning patients and ensuring a seamless experience from initial enquiry through to post-consultation care.
• Manage patient enquiries, oversee administrative tasks, and support day-to-day clinic workflows in line with Standard Operating Procedures (SOPs).
• Manage clinic appointments efficiently and liaise with healthcare professionals to maintain a smooth and effective workflow.
• Process patient documentation accurately, ensuring compliance with regulatory and GDPR requirements, while maintaining strict confidentiality.
• Support incident reporting and investigations, contribute to audits and quality assurance activities, and identify trends, risks, and opportunities for service improvement.
• Assist in preparing governance and patient feedback reports, providing insights to inform operational and clinical improvements.
• Take clear and accurate minutes in governance and operational meetings, track actions, and ensure timely follow-up.
• Act as the first point of contact for patient complaints, ensuring prompt and effective resolution.
• Work closely with the Patient Care team, clinicians, and the Head of Medical Operations, including supporting MDT meetings and ensuring outcomes are actioned.
• Ensure clinic supplies and materials are ordered and maintained as needed.
• Maintain compliance with mandatory training requirements and support continuous professional development.

Qualifications

• 2-4 years experience in a healthcare, patient operations, clinical governance, or customer operations role.
• Experience managing patient complaints, escalations, or sensitive customer interactions.
• Strong investigation and problem-solving skills, with the ability to identify root causes and contributing factors.
• Comfortable handling complex or high-risk situations with professionalism, empathy, and sound judgement.
• Awareness of compliance frameworks (e.g. CQC) or experience working in a CQC-regulated healthcare setting.
• Strong organisational skills and attention to detail.
• Confident using tools such as Excel to track, analyse, and report on complaints and quality data.
• Strong written and verbal communication skills, particularly when handling sensitive or complex matters.
• Comfortable working cross-functionally with clinical teams.
• Experience working with incident reporting, quality assurance, or clinical governance processes (desirable).

Benefits

• Work From Anywhere. 🌍
• A competitive salary and awesome benefits package. 💰
• A supportive and positive work environment. 🌟
• Opportunities to grow and develop your career. 📈
• Opportunity to transform lives through alternative medicine. 💡