Patient Support Operations Manager

Montu UK; Winnersh; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Competitive salary

25 days holiday increasing to 30

5% matched pension

Cycle-to-work scheme

Opportunities for development

Job summary

A digital health company is seeking a Patient Support Operations Manager to oversee clinic operations and manage the Patient Support Coordinator team in Winnersh, England. This role focuses on optimizing workflows, ensuring regulatory compliance, and providing exceptional patient care. The ideal candidate has experience in healthcare, strong leadership skills, and a flair for motivating teams in a dynamic environment. This position offers a competitive salary, ample holiday, and a supportive workplace for professional growth.

Qualifications

• Demonstrable experience in healthcare or patient support.
• Proven ability to lead and develop teams.
• High level of IT proficiency, including familiarity with electronic health records.
• 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.

Responsibilities

• Supervise and support the Patient Support Coordinator team.
• Oversee recruitment and training of new staff.
• Monitor and address patient complaints effectively.
• Conduct quality audits to identify improvements.
• Collaborate with leadership on service improvement initiatives.
• Monitor and address significant events, incidents, and patient complaints in collaboration with Head of Governance.
• Ensure patient queries are resolved promptly while gathering feedback for improvements.
• Support clinicians with operational and administrative tasks to maintain high standards of patient care.
• Ensure adherence to company policies, SOPs and regulatory requirements; liaise with tech support and product teams for issues.
• Work with leadership to identify and implement service improvement initiatives and measure impact on clinic performance.
• Attend work-related meetings and maintain mandatory training and familiarity with company policies.

Skills

Analytical mindset

Team motivation

Experience in healthcare

Regulatory knowledge

Leadership ability

IT proficiency

Attention to detail

Communication skills

Tools

Electronic Health Records

Job description

Patient Support Operations Manager (Digital Clinic)

Location: Montu UK, Winnersh, England

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.

Key Responsibilities

• 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.

Skills, Experience and Qualifications

• 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.

What We Offer

• 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.

About Montu UK

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.

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Customer Service – Hospitals and Health Care