Patient Care Coordinator

**About the role**:
The Patient Care Team is the backbone of Nectar Brands and our digital clinics, ensuring that each and every patient feels cared for throughout their journey. We’re looking for a passionate Patient Care Coordinator to join our rapidly growing team, reporting to our Head of Clinic Operations. This role will be responsible for supporting every patient by providing and assisting with navigating and booking virtual appointments, triaging and responding to medical enquiries and providing ongoing support, and building strong relationships with our patients.

You will work closely with our internal medical teams and act as a liaison between varying stakeholders, facilitating collaborative and interdisciplinary care that addresses each member's unique needs. Additionally, you will support the business by managing administrative tasks and helping to streamline processes to improve overall efficiency.

You will have previous experience in a GP, Allied Health, or Specialist Clinic, a genuine passion for customer service, enjoy the challenge of problem-solving, and take ownership of all that you do. You will be adaptable in an ever-changing working environment and interested in building your career within a national digital health organisation.

This is a full-time position (5 days per week) based in Melbourne.

**What you'll do**:
**Day-to-day patient communications** - managing patient questions & feedback, and resolving patient concerns (chat & phone support).

**Triage patient communications appropriately**, ensuring proper prioritisation, escalations, and effective handoff to collaborative teams.

**Medical transcription, document preparation and management of patient-related communication** and outgoing correspondence with other specialists and GPs.

**Ensure each member's message is responded to in a personal, empathetic way** while adding context and informing members about their options in their healthcare.

**Support and manage** patient prescription, invoice and product orders

**Engage with potential patients** to support them in becoming a Polln patient

**Be an advocate for our patients** and provide support and education around services and products.

**Maintain accurate, timely and comprehensive medical records** and up-to-date patient contact information.

**Attend to general administrative clinic tasks** as required.

**About you**:

- Exceptional interpersonal communication.
- Compassionate, empathetic and highly emotionally intelligent.
- Working cross-functionally, balancing multiple stakeholders including care team, members, and the business.
- Exceptional customer service and relationship-building skills.
- Experience with patients on the phone, answering questions and routing calls as needed.
- Comfortable with a fast-paced, high-growth environment and frequent change.
- Can navigate ambiguity and dive into new workflows without all processes in place.
- Solution-oriented, able to creatively problem solve and seek answers.
- Detail-oriented.
- Ability to multitask and prioritise.
- Understands the need for continuous improvement and has experience developing and improving processes for better outcomes.
- Proficiency in MS/Google Suite.
- Willingness to learn new technologies & frameworks.
- Energised by metrics.

**Skills and experience**:
**Bonus Points**:
Understanding of the Australian healthcare ecosystem, digital health and natural therapies such as medicinal cannabis.

**Nectar Brands is a digital health start-up redefining the future of care.**:
Our mission is to improve the health outcomes for patients Australia-wide by making healthcare more accessible, convenient, and connected.
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Our first brand Polln provides access to holistic virtual care and alternative treatments such as medicinal cannabis to patients across Australia.
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And there’s a whole lot more to come.
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We’re looking for the right person to join us as we continue to grow and expand the Nectar Brands portfolio.

**Why work for Nectar Brands?**:
Join a company that is committed to **doing well by doing good.**
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You’ll be part of an incredibly fast-growing start-up merging two exciting new industries - **cannabis** and **digital health.**

**‍**Opportunities for **professional growth** as the company scales
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**Challenging, meaningful** work that has a positive impact on the lives of our customers

**How to apply**:
Patient Care Coordinator

Join us in our mission to personalise healthcare and improve the health outcomes of patients Australia-wide, one brand at a time.