The Patient Engagement Specialist is part of VeteranCann's Patient Support Concierge Team, providing a personalised, high-touch experience for veterans throughout their journey with VeteranCann. Each Patient Engagement Specialist is responsible for a dedicated cohort of patients, becoming a consistent and trusted point of contact who understands their journey, needs and next steps. The role combines responsive customer service with proactive patient engagement.
Own and manage a dedicated cohort of VeteranCann patients.
Act as the consistent point of contact for patients throughout their VeteranCann journey.
Build strong, professional relationships with patients and develop an understanding of their individual journey and support needs.
Maintain regular and meaningful contact with patients rather than relying solely on inbound enquiries.
Proactively follow up on outstanding actions, appointments, documentation or next steps.
Ensure patients know what is happening, what happens next and who they can contact for support.
Deliver a personalised, high-touch white-glove service across every patient interaction.
Provide warm, professional and responsive support across phone, email and other communication channels.
Take ownership of patient enquiries through to resolution wherever possible, rather than simply transferring or escalating issues.
Anticipate potential issues or delays and proactively communicate with patients before they need to follow up.
Coordinate with DVA Advocacy, Clinical Operations, Medical, Scheduling and other VeteranCann teams to create a seamless patient experience.
Ensure patients feel recognised and supported rather than feeling as though they are interacting with a traditional call centre.
Develop regular engagement rhythms with allocated patients at appropriate stages of their journey.
Identify patients who may require additional support or follow-up and proactively reconnect with them.
Support patient retention and ongoing engagement by creating strong relationships and consistent service.
Capture patient feedback and identify recurring pain points, service gaps and opportunities to improve the VeteranCann experience.
Escalate clinical, safety or complex matters to the appropriate team while remaining the patient's concierge contact where appropriate.
Team & Service Delivery




Support the broader team with inbound enquiries and the **** line when required.
Maintain accurate and timely patient records, notes and follow-up actions.
Work collaboratively with other Patient Engagement Specialists to ensure appropriate coverage and continuity of service.
Contribute to the ongoing development of VeteranCann's Concierge model, including processes, patient touchpoints and service standards.
About the role
The Patient Engagement Specialist is part of VeteranCann's Patient Support Concierge Team, providing a personalised, high-touch experience for veterans throughout their journey with VeteranCann. Each Patient Engagement Specialist is responsible for a dedicated cohort of patients, becoming a consistent and trusted point of contact who understands their journey, needs and next steps. The role combines responsive customer service with proactive patient engagement.
Patient Cohort Ownership
Own and manage a dedicated cohort of VeteranCann patients.
Act as the consistent point of contact for patients throughout their VeteranCann journey.
Build strong, professional relationships with patients and develop an understanding of their individual journey and support needs.
Maintain regular and meaningful contact with patients rather than relying solely on inbound enquiries.
Proactively follow up on outstanding actions, appointments, documentation or next steps.
Ensure patients know what is happening, what happens next and who they can contact for support.
Patient Experience
Deliver a personalised, high-touch white-glove service across every patient interaction.
Provide warm, skilled and responsive support across phone, email and other communication channels.
Take ownership of patient enquiries through to resolution wherever possible, rather than simply transferring or escalating issues.
Anticipate potential issues or delays and proactively communicate with patients before they need to follow up.
Coordinate with DVA Advocacy, Clinical Operations, Medical,



Scheduling and other VeteranCann teams to create a seamless patient experience.
Ensure patients feel recognised and supported rather than feeling as though they are interacting with a traditional call centre.
Patient Engagement & Retention
Develop regular engagement rhythms with allocated patients at appropriate stages of their journey.
Identify patients who may require additional support or follow-up and proactively reconnect with them.
Support patient retention and ongoing engagement by creating strong relationships and consistent service.
Capture patient feedback and identify recurring pain points, service gaps and opportunities to improve the VeteranCann experience.
Escalate clinical, safety or complex matters to the appropriate team while remaining the patient's concierge contact where appropriate.
Team & Service Delivery
Support the broader team with inbound enquiries and the **** line when required.
Maintain accurate and timely patient records, notes and follow-up actions.
Work collaboratively with other Patient Engagement Specialists to ensure appropriate coverage and continuity of service.
Contribute to the ongoing development of VeteranCann's Concierge model, including processes, patient touchpoints and service standards.
What Success Looks Like
Success in this role means patients have someone at VeteranCann who knows them and their journey. Patient Engagement Specialists take ownership of their cohort, proactively maintain relationships and make navigating VeteranCann feel simple, personal and coordinated.
The Concierge Team should provide an experience where patients feel recognised, informed and supported at every stage not as a number in a queue, but as an individual receiving consistent, high-quality service.
Benefits
Remote role with the flexibility to work from home
The opportunity to make a meaningful impact by supporting Australian veterans throughout their healthcare journey
A collaborative and supportive team that values compassion, professionalism and exceptional patient care
Exposure to veteran healthcare, DVA pathways and innovative approaches to pain management
Ongoing training and support to help you succeed in the role
Competitive remuneration, commensurate with experience
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📌 Patient Engagement Specialist (Melbourne)
🏢 VeteranCann
📍 Melbourne