Patient Support & Clinical Governance Coordinator in London, England at Dispensed Pty Ltd

About Dispensed

At Dispensed, we are passionate about empowering individuals to reach their full potential by supporting better health outcomes. We believe that access to innovative and alternative therapies can transform lives. Through our telehealth platform, we facilitate patient access to affordable, efficient, and reliable alternative medicine services across Australia, NZ and the UK.

About the Role

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. You will work as part of a team patient co-ordinators to deal with patient communications ensuring patients receive timely, empathetic, and effective support at every stage of their journey.

Alongside this, you will contribute to maintaining and enhancing clinical governance processes, auditing, and compliance monitoring, helping to ensure the highest standards of patient safety and care.

This role is well suited to someone who is highly organised, detail-oriented, and confident managing sensitive patient matters, while also contributing to structured governance and operational processes within a regulated healthcare environment.

What You'll Own

• Patient Support & Coordination: 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.
• Clinic Operations: Manage patient enquiries, oversee administrative tasks, and support day-to-day clinic workflows in line with Standard Operating Procedures (SOPs).
• Scheduling & Coordination: Manage clinic appointments efficiently and liaise with healthcare professionals to maintain a smooth and effective workflow.
• Documentation & Compliance: Process patient documentation accurately, ensuring compliance with regulatory and GDPR requirements, while maintaining strict confidentiality.
• Clinical Governance & Quality: Support incident reporting and investigations, contribute to audits and quality assurance activities, and identify trends, risks, and opportunities for service improvement.
• Patient Feedback & Reporting: Assist in preparing governance and patient feedback reports, providing insights to inform operational and clinical improvements.
• Meetings & Administration: Take clear and accurate minutes in governance and operational meetings, track actions, and ensure timely follow-up.
• Escalations & Issue Resolution: Act as the first point of contact for patient complaints, ensuring prompt and effective resolution.
• Team Collaboration: Work closely with the Patient Care team, clinicians, and the Head of Medical Operations, including supporting MDT meetings and ensuring outcomes are actioned.
• Operational Support: Ensure clinic supplies and materials are ordered and maintained as needed.
• Training & Development: Maintain compliance with mandatory training requirements and support continuous professional development.

What You’ll Need

• 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)

What We Offer

• 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. 💡