Initial Care Call Assistant (6-month FTC)

Reports to: Patient Support & Clinical Governance Coordinator
Team: Patient Support
Location: United Kingdom (Remote)
Employment type: 6-month contract (possibility to extend)
Working hours: Monday to Friday, 9:00am - 5:30pm UK time
Salary: £28,000

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

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.

This is a 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 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 outbound initial care calls to new patients, introduce the Dispensed care journey, and explain what to expect
• 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
• 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
• 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. 💡