Patient Experience Executive

Refyne are partnered with an innovative and rapidly growing digital healthcare provider specialising in personalised, prescription-based treatments in the health and wellness space. With a strong emphasis on patient support and clinical excellence, this company is reshaping how people access care through technology and tailored service.

As they continue to expand their operations and customer base, they’re looking for a Patient Experience Executive to join their patient support team. This is a unique opportunity to work at the intersection of healthcare, technology and customer service in a fast-moving, mission-driven environment.

Role Overview

As a Patient Experience Executive, you will be the first point of contact for patients, guiding them through their treatment journey with empathy, clarity and professionalism. Your goal is to ensure that every patient receives a seamless, supportive and trustworthy experience from the first point of contact.

Key Responsibilities:

• Customer Support: Respond promptly to patient inquiries via email, chat, and phone, addressing questions about treatments, orders and account management.
  
  
• Patient Journey Management: Guide patients through onboarding, prescription processing, and maintenance programs, ensuring clarity and comfort at every stage.
  
  
• Issue Resolution: Troubleshoot concerns related to medication delivery, billing, or prescription updates while maintaining regulatory compliance and discretion.
  
  
• Feedback Collection: Gather and report customer insights to help improve services and products.
  
  
• Collaboration: Liaise with pharmacy, clinical, and logistics teams to ensure efficient communication and timely service delivery.
  
  
• Knowledge Management: Stay up to date on GLP-1 treatments, internal processes and regulatory updates to provide accurate information to patients.
  
  
• Support Ethical Practice: Ensure patient safety and confidentiality in line with GPhC regulations and data protection laws (GDPR).
  
  About you:
  
  
• Experience: 1–2 years in a customer service or patient support role, preferably in healthcare, pharmacy or wellness industries.
  
  
• Communication: Exceptional written and verbal communication skills with a warm, professional tone.
  
  
• Empathy: Strong interpersonal skills and a patient-first mindset.
  
  
• Tech-Savvy: Comfortable using CRM tools, email platforms and pharmacy systems.
  
  
• Attention to Detail: Able to follow processes accurately and maintain clear documentation.
  
  
• Compliance Awareness: Understanding of GDPR and patient confidentiality best practices.
  
  Nice to have:
  
  
• Previous experience in a healthcare, clinical or pharmacy setting.
  
  
• Familiarity with pharmacy regulation in the UK (GPhC registration is a plus but not required)
  
  What’s in it for you:
  
  
• Competitive salary
  
  
• Flexible hybrid working
  
  
• Opportunities for growth within a rapidly scaling health business
  
  
• A collaborative, mission-driven team
  
  
• Employee discounts on services and treatments