Initial Care Call Assistant (3-month FTC)

About The Role

The Initial Care Call Assistant is responsible for making the first meaningful connection with patients after they sign up with Dispensed. You’ll speak with patients to understand where they are in their journey, help them navigate the next steps, and make sure they have everything they need to progress towards their consultation and treatment.

Our goal is for every new patient to be able to book and speak with our team within 24 hours of signing up. You’ll play a key role in making this happen by managing a high volume of outbound calls, with an expectation of approximately 40 calls per day (around five calls per hour, with each conversation typically lasting 10–12 minutes).

This is a non-clinical, patient-facing healthcare support role, rather than a clinical position. You don’t need to be a nurse or clinician, but experience working in a healthcare or clinic environment would be highly regarded. You’ll work Monday to Friday, 9am–6pm UK time, in a fast-paced environment where strong communication, organisation and a patient-first approach are essential.

You’ll receive training to review relevant information from a patient’s Summary Care Record (SCR) and use this, alongside information provided by the patient, to support their onboarding journey. You’ll work across a range of digital tools and systems, so being tech-savvy, adaptable and comfortable picking up new platforms quickly is important.

What You'll Own

• Make approximately 40 outbound initial care calls per day to new patients, introducing the Dispensed care journey and explaining what to expect
• Help ensure every new patient has the opportunity to book and speak with our team within 24 hours of signing up
• Build rapport with patients, answer general questions, and provide clear guidance on next steps
• Identify and help resolve practical barriers preventing patients from progressing through onboarding
• Review relevant information in the Summary Care Record (SCR) following training and flag anything requiring clinical review
• Support patients with outstanding onboarding requirements and initial appointment scheduling
• Accurately record patient interactions, outcomes, and follow-up actions in the CRM
• Navigate multiple digital systems and tools confidently, learning new platforms quickly
• Escalate clinical, sensitive, or complex patient matters to the appropriate team
• Work closely with Customer Experience and Clinical teams to support a smooth patient journey
• Share recurring patient questions and feedback to help improve the onboarding experience

What You’ll Need

• Previous experience in healthcare, a clinic, pharmacy, medical administration, or another patient-facing environment
• Strong communication skills and confidence speaking with patients over the phone
• A warm, patient-first approach with strong listening and interpersonal skills
• Comfortable working in a high-volume, phone-based role and managing a consistent flow of outbound calls
• Tech-savvy and comfortable learning new systems and tools quickly
• Highly organised, reliable, and detail-oriented
• Strong written communication and accurate record-keeping skills
• Comfortable working independently in a remote environment
• Understanding of patient privacy and confidentiality
• Able to recognise when an issue requires escalation to the clinical team
• Available to work Monday to Friday, 9am–6pm UK time
• Nice to have: Experience with SCRs, healthcare systems, or CRMs such as HubSpot or Pipedrive. Training will be provided where required.

What We Offer

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