Patient Care Coordinator

About the Company

Empax Centre is dedicated to developing and delivering new, effective treatments for serious mental illnesses - including Post-Traumatic Stress Disorder (PTSD) and Treatment Resistant Depression - in a truly client-centred way.

We offer advanced, evidence-based treatment programs including Psychedelic Assisted Therapy – especially when current care options have reached their limits.

About the role

We are seeking an empathetic, highly organised, and detail-oriented professional to join our team as a Patient Care Coordinator (PCC).

In this pivotal, client-focused role, you are the navigator and primary point of contact for every patient. You'll ensure their entire treatment journey, from initial screening to final follow-up, is seamless, supportive, and meticulously planned. If you have a passion for providing high-quality care coordination and excel at managing complex logistics, we encourage you to apply.

Key responsibilities: Orchestrating the patient journey

The PCC role is integral to facilitating and coordinating the care of patients throughout their treatment for psychedelic-assisted therapy. Your core responsibilities include:

Dedicated patient support and communication

• Primary point of contact: Serve as the main liaison for all enrolled patients, providing a high-quality, empathetic level of support via phone, email, and mail.
• Journey guidance: Guide patients through the entire treatment process, proactively answering questions, explaining next steps, and ensuring they feel informed and emotionally supported.
• Sensitive correspondence: Manage all patient correspondence and communications with clarity, discretion, and a focus on active listening.

Comprehensive treatment coordination and logistics

• Complex scheduling: Coordinate and manage all aspects of patient treatment bookings, including assessments, preparation sessions, dosing days, integration therapy, and long-term follow-up appointments.
• Clinical liaison: Liaise closely with our clinical team (psychiatrists and therapists) to ensure patient scheduling aligns with their needs, the clinical protocol, and the availability of our medical professionals.
• External coordination: Coordinate care with external medical professionals (e.g., GPs, specialists) by sharing necessary documentation and ensuring continuity of care.

Information and documentation management

• Records maintenance: Collate and manage all patient data, correspondence, and documentation. You will be responsible for ensuring all patient records are accurate, complete, and compliant with internal and external requirements.
• Journey tracking: Maintain detailed records of the patient journey and communicate essential updates to relevant internal staff and specialty groups, ensuring everyone is aligned on the patient's progress.
• Administrative processing: Contribute to the efficient and effective processing of patient information and pre-treatment procedures, supporting the wider team's administrative requests as needed.

Essential selection criteria

• Experience in a clinical setting: Demonstrated experience in a medical administration or client-facing support role, with a strong understanding of patient journeys within a clinical environment.
• Exceptional communication and empathy: Proven ability to communicate sensitive information with clarity, discretion, and a high level of empathy and active listening.
• Organisational and administrative skills: Strong organisational skills and meticulous attention to detail, with a proven ability to manage complex scheduling, documentation, and administrative tasks.
• Technical proficiency: A quick, confident learner with the technical capability to manage various software platforms and patient management databases (e.g., Halaxy, Best Practice).
• Teamwork and independence: The ability to work independently, take initiative, and manage your schedule while collaborating effectively as part of a multidisciplinary team.

Desirable selection criteria

• Direct care coordination experience: Experience in a role with direct experience of coordinating or facilitating complex, multi-stage patient care.
• Relevant background: A background or qualification in a healthcare, psychology, or a related field.

Do you have the empathy and precision to guide our clients through their treatment journey? Apply now to become our next Patient Care Coordinator.