Patient Experience Manager

Ted's Health; Greater London; Hybrid; GBP 30,000 - 40,000; Full time

Job description

Patient Experience Manager | Ted's Health

Location:Hybrid - remote first with some in-person meetings and office co-working in Victoria, London, UK

Hours:Full-time

Salary: £30,000 -£40,000, based upon experience

Company Overview:

Ted's Health is a healthtech startup dedicated to revolutionising men's healthcare in the UK. We aim to tackle health inequalities, stigma and provide accessible, high-quality care through cutting-edge technology and personalised services.

Position Summary:

As our Patient Experience Manager, you’ll lead a high-performing team in delivering a seamless and compassionate healthcare experience across every patient touchpoint. You’ll sit at the heart of care delivery, driving quality, compliance, and innovation while ensuring our processes align with CQC requirements and Ted’s values.

Key Responsibilities:

Voice of the Patient and Clinical Governance

• Represent the patient voice in leadership meetings and strategic planning sessions.
• Develop and implement patient engagement strategies to improve adherence, satisfaction, and long-term results.
• Log, investigate, and respond to all patient complaints in a timely and empathetic manner.
• Analyse feedback and contact trends to identify opportunities for improvement across services.
• Evaluate third-party vendors and care providers using patient feedback and outcome data.
• Vet all patient-facing content—including website copy, social media posts, and email templates—for tone, accuracy, readability, and alignment with brand values.
• Document incidents and incorporate key learnings into staff training programs and procedural enhancements.
• Support the Medical Director with appraisals, clinical governance files, and preparation for audits and inspections.

Team Leadership & Culture

• Manage, coach, and inspire the Patient Experience team, fostering a high-performance, patient-first culture.
• Strategically oversee scheduling to ensure smooth appointment flow and care continuity. Manage exceptions, resolve escalations, and support coordination where system processes need intervention.
• Lead recruitment, onboarding, and training of new team members to ensure excellence from day one.
• Monitor team performance using KPIs and quality metrics, driving continuous improvement.
• Present actionable insights from patient data to inform product, service, and operational strategies.

Operational Excellence

• Maintain direct relationships with key patient-focused partners and stakeholders in close collaboration with the Head of Operations.
• Design and implement patient experience SOPs and policies aligned with CQC standards and organisational values.
• Refine care delivery workflows in collaboration with the Head of Operations to enhance efficiency and consistency.
• Scale systems and processes to support growth while maintaining exceptional care standards.
• Coordinate cross-functional initiatives to resolve friction points in the patient journey.

Required Qualifications:

• Minimum of at least 3 years leading a patient-centered team in a fast-paced, regulated environment in health-tech or healthcare.
• Comprehensive understanding of CQC standards and a track record of embedding these into daily operations.
• Strong communication and conflict-resolution skills, with a passion for amplifying the patient voice.
• Highly organised with the ability to manage multiple projects and priorities simultaneously.
• Data-driven mindset, comfortable using analytics to inform decisions and track outcomes.
• A collaborative leader who works cross-functionally to remove roadblocks and champion progress.
• Proficiency in CRM systems, incident reporting tools, and digital communication platforms.

What We Offer:

• Competitive salary and benefits package
• Opportunity to shape the future of men's healthcare in the UK
• Flexible working arrangements, including remote / hybrid work options
• Continuous learning and development opportunities
• A supportive, inclusive, and innovative work environment
• Additional benefits - including access to employee benefits, company socials and lots more!

How to apply:

To apply, please submit your CV and a cover letter detailing your relevant experience and why you're excited about this opportunity.

If you're passionate about combining medical expertise with digital innovation to address health inequalities, we want to hear from you!

Ted's Health is an equal opportunity employer committed to diversity and inclusion in the workplace.