Patient Support Operations Manager

The Patient Support Operations Manager (Digital Clinic) plays a pivotal role in managing the daily operations of Montu's clinical services and the Patient Support Coordinator team. This leadership role requires a proactive, patient-focused individual who excels in managing teams, optimising operational workflows, and ensuring exceptional patient care standards. As part of Montu's founding UK team, the Clinic Manager will oversee the establishment, growth, and performance of the clinic operations, ensuring efficiency and compliance with regulatory standards.,

• Supervising, mentoring, and supporting the Patient Support Coordinator team to ensure the smooth, day-to-day running of clinic operations.
• Overseeing recruitment, onboarding, and training of new staff while conducting regular team meetings and performance reviews.
• Overseeing the delivery of a responsive, respectful, and efficient patient support service, ensuring all interactions meet internal quality standards and regulatory expectations.
• Ensuring timely handling of appointment bookings, follow-ups, prescription queries, clinical escalations, and complaints.
• Conducting regular quality audits (e.g., call monitoring, patient feedback reviews) to identify training needs and service improvements.
• Monitoring and addressing significant events, incidents, and patient complaints in collaboration with the Head of Governance.
• Ensuring patient queries are resolved promptly and effectively, while working with the wider team to collect feedback and identify improvement opportunities.
• Supporting clinicians with operational and administrative tasks to maintain high standards of patient care.
• Ensuring adherence to company policies, SOPs, and regulatory requirements, while liaising with tech support and product teams to address technical issues.
• Working closely with the leadership team to identify and implement innovative service improvement initiatives, measuring their impact on clinic performance.
• Attending work-related meetings as required and maintaining all mandatory training and familiarity with company policies.
  
  Ability to scrutinise KPIs and manage issues with individuals and the team where common trends are noticed - an analytical mindset is crucial.
• Creative approach to motivating teams (startup environment) and an upbeat, creative attitude.
• Demonstrable experience in healthcare or patient support.
• Experience in a highly regulated industry and knowledge of policies and SOPs.
• Proven ability to lead and develop teams.
• High level of IT proficiency, including familiarity with electronic health records.
• Excellent attention to detail and organisational skills.
• Strong communication skills and ability to work under pressure.
  
  Montu UK is a leading digital health company specialising in cannabis-based medicines (CBPM). We are committed to transforming lives by improving access to safe, effective treatments and offering an exceptional standard of care. Our dynamic and supportive work environment is the perfect place for you to grow professionally while making a meaningful impact on patients' lives.
  
  Competitive salary.
• 25 days holiday (rising to 27 days after one year & 30 after 2 years of service) + bank holidays.
• 5% matched pension.
• Cycle-to-work scheme.
• Opportunities for development and growth.
• A dynamic and supportive work environment.