Patient Support Associate

About us:

easykind is the forefront of healthcare, providing compassionate and innovative solutions for our patients through our specialisation in medicinal cannabis. We’re a rapidly growing start-up, founded by patients, for patients, and are thrilled to welcome new members to our exceptional team.

We're a passionate, goal-driven business with the mission of combining 5-star service with the most cost-effective solution to high quality plant based medicine in Australia. We aren’t the everyday medical clinic, instead utilising our unique mix of accessibility, relatability, and reliability to simplify the process for our patients!

About the Role:

Our Patient Support Associates are the heartbeat of our patient experience, supporting our patients on their alternative healthcare journey, with a particular focus on resolving patient inquiries through front line phone support. The role requires an empathetic approach, excellent communication skills, and the ability to solve problems efficiently within provided frameworks.

This is a full-time position located in Richmond.

Key Responsibilities:

• Act as a key point of contact for patients, managing a high volume of inbound and outbound calls each day with warmth, confidence, and professionalism.
• Support patients throughout their care journey by answering questions, resolving concerns, booking appointments, and clearly guiding them through next steps.
• Respond to patient emails promptly and clearly, maintaining the same empathy, accuracy, and 5-star service experience provided over the phone.
• Manage sensitive conversations with care, professionalism, and transparency, ensuring patients feel heard, supported, and well-informed.
• Work closely with practitioners and internal teams to gather patient information, action requests, and help resolve patient issues efficiently.
• Collaborate with our partner pharmacy to support prescription-related enquiries and help ensure patients receive timely updates and assistance.
• Advocate for patient needs and preferences while staying aligned with easykind’s values, processes, and commitment to high-quality care.
• Maintain accurate patient information across systems, ensuring all interactions are detail-oriented, compliant, and handled with discretion.
• Deliver a consistently positive patient experience by setting clear expectations, communicating transparently, and taking ownership of each interaction.

What We're Looking For:

• A confident, capable communicator who enjoys spending the day speaking with patients and creating a positive experience over the phone.
• Experience in a high-volume call, customer service, or patient support environment - or the motivation to learn quickly and thrive in one.
• A warm, friendly, and naturally empathetic approach, with the ability to make people feel comfortable, heard, and supported from the first interaction.
• Resilience and adaptability, with the confidence to manage a wide range of conversations - from simple enquiries through to more sensitive or complex patient situations.
• Strong organisation skills, a proactive mindset, and excellent attention to detail when managing patient information and follow-up tasks.
• Confidence using multiple systems at once while maintaining a clear, calm, and professional phone manner.
• A practical problem-solver who can anticipate patient needs, take ownership, and guide people clearly through next steps.
• A genuine interest in healthcare and patient care - healthcare experience is a bonus, but not essential.

What We Offer:

• An inclusive and supportive work culture (it’s a pretty elite crew)
• Hybrid working flexibility
• Supportive onboarding process with clear expectations keeping your growth front of mind
• Join a company nominated for LinkedIn's Top Startups 2025 and Best Places to Work 2025 ⭐

At easykind, we believe diversity fuels innovation. We're committed to creating an inclusive environment where everyone - regardless of background, identity, or experience - feels valued and empowered. We celebrate differences and strive to build a team that reflects the patients we serve. If you're passionate about compassionate care and are ready to join a forward-thinking team, we can't wait to meet you!