Contract basis: Full-time 37.5 Hours per week to work between Monday - Friday including early morning and evening availability on a rota basis (between 7.30am-7pm) plus one Saturday morning per month.
Location - Farnborough, Hampshire.
Hybrid working after successful probation period - 2-3 days per week from home
Job Description
At Lyphe, our mission is to bring medical cannabis to those with unmet medical needs. We're looking for a driven individual who is motivated, eager to learn, and ready to make a meaningful impact in a dynamic, fast-paced, and highly regulated environment. Full training will be provided, but we value team members who can 'hit the ground running' and embody our core values:
* Listen: Prioritise needs and feedback to create a respectful, inclusive environment.
* Yield Growth: Embrace innovation to improve care and reduce stigma.
* Provide with Excellence: Deliver compassionate, high-standard service.
* Help with Integrity: Offer transparent support for responsible cannabis use.
* Engage with Impact: Build trust and collaboration through open communication.
The Clinic Coordinator plays a key role in ensuring a seamless, patient-centred experience throughout the entire treatment journey, from initial enquiry to prescription delivery and aftercare. This role requires a proactive mindset, a collaborative approach, and a willingness to support all areas of clinic operations as needed.
This role is right for you if you if you are passionate about delivering exceptional, patient-centred care and want to make a tangible difference in people's lives. You will confidently take initiative, adapt to evolving needs, and deliver high standards of service while maintaining operational efficiency and regulatory compliance.
Job Duties and Responsibilities:
The job holder will do all things within their skill and ability; specific examples are (but not limited to):
Patient Communication & Support
* Act as the first point of contact for all patient interactions across phone, email, and live chat channels, delivering professional, empathetic, and efficient communication.
* Engage with patients with empathy, compassion, and respect at every stage of their care journey, ensuring they feel heard, supported, and valued.
* Provide proactive updates and guidance to patients throughout the treatment process, addressing concerns and queries with sensitivity and clarity.
* Respond to inbound queries and follow up on outstanding issues, resolving concerns promptly and escalating where appropriate.
Enquiry Management & Onboarding
* Manage new patient enquiries by providing clear, accurate information about the clinic's services, treatment eligibility, and the onboarding process.
* Support the conversion of leads into registered patients through ethical and compassionate communication.
* Handle sensitive conversations with discretion, ensuring a positive patient experience from first contact.
Record Keeping & Case Management
* Maintain accurate, timely, and confidential records of all patient information, prescription data, and communications within clinic systems.
* Ensure that all documentation meets information governance and data protection requirements.
* Update CRM and patient record systems in real time to reflect current case status and interactions.
Stakeholder Coordination
* Liaise with external parties including NHS GP practices to request Summary Care Records, and with partner pharmacies to coordinate prescription fulfilment.
* Collaborate with internal clinical teams to ensure prescription processing aligns with service level agreements and clinical protocols.
* Assist with gathering documentation and data needed to support clinical decision-making.
Operational & Administrative Support
* Support broader clinic operations by assisting with process improvements, covering duties during staff absence, and contributing to cross-functional initiatives.
* Help maintain smooth day-to-day workflows through effective coordination and communication across teams.
* Contribute to the implementation and refinement of administrative procedures in line with clinic needs.
Digital Systems & IT Proficiency
* Use Microsoft Office tools (Outlook, Word, Excel, Teams) to manage communications, schedules, and documentation.
* Operate clinic-specific platforms and CRM systems confidently; training will be provided, but a strong general aptitude for digital systems is essential.
* Complete digital forms, track patient progress, and ensure system data remains current and accurate across platforms.
Regulatory Compliance & Quality Standards
* Ensure all activities are conducted in line with GDPR, safeguarding requirements, and Care Quality Commission (CQC) standards.
* Report errors, near misses, and safeguarding concerns in accordance with clinic procedures.
* Actively contribute to continuous improvement initiatives and support audits or compliance reviews as required.
In addition to the duties and responsibilities listed, the post holder is required to perform any other reasonable duties from time to time.
Skills, Qualifications & Experience.
Essential:
* Strong interpersonal and organisational skills, with the ability to manage a high workload without compromising on accuracy or empathy.
* Compassionate, patient-first mindset with the ability to act with discretion, professionalism, and respect in all patient interactions.
* Confident using digital systems, including Microsoft Office and CRM platforms; able to pick up new tools and processes quickly.
* Confident using digital systems, including Microsoft Office and CRM platforms; able to pick up new tools and processes quickly.
* Confident using digital systems, including Microsoft Office and CRM platforms; able to pick up new tools and processes quickly.
* Confident using digital systems, including Microsoft Office and CRM platforms; able to pick up new tools and processes quickly.
Desirable
* Previous experience in a healthcare, medical, call centre, or regulated service environment.
* Familiarity with electronic medical record systems, NHS procedures, or medical cannabis services would be beneficial but is not essential.
* A willingness to learn, adapt, and engage with evolving clinic systems and workflows.
* Experience managing sensitive conversations or working in roles involving safeguarding or compliance awareness.
* Awareness of CQC standards, quality improvement, or incident reporting processes.
* Experience working to targets, KPIs or within structured service delivery frameworks.
Job Types: Full-time, Permanent
Pay: Up to £28,000.00 per year
Benefits:
* Additional leave
* Casual dress
* Company events
* Company pension
* Discounted or free food
* Employee discount
* Enhanced maternity leave
* Enhanced paternity leave
* Flexitime
* Free parking
* Health & wellbeing programme
* On-site parking
* Sick pay
* Work from home
Ability to commute/relocate:
* Hampshire GU14 7XA: reliably commute or plan to relocate before starting work (preferred)
Experience:
* Healthcare: 1 year (preferred)
* Customer Service : 1 year (required)
Work authorisation:
* United Kingdom (required)
Work Location: Hybrid remote in Hampshire GU14 7XA