Patient Support Team Lead

Montu UK; Greater London; On-site; GBP 40,000 - 50,000; Full time

Benefits offered by this job

25 days holiday plus bank holidays

Enhanced maternity and paternity pay

Opportunities for development and growth

Dynamic and supportive work environment

Job summary

A leading digital health company in the UK seeks a Patient Support Team Lead to guide a high-performing team in a hybrid role. Responsibilities include overseeing patient support operations, ensuring compassionate care, and monitoring key performance indicators. Ideal candidates have a background in health or pharmacy, with proven leadership skills in a busy environment. This role offers opportunities for development and a supportive work culture, alongside competitive benefits including annual leave and enhanced parental pay.

Qualifications

• Background in health, pharmacy or patient support required.
• Experience in high volume, fast-paced inbound call center environments.
• Ability to manage teams of up to 30 staff.

Responsibilities

• Lead and motivate a team of Patient Support Coordinators.
• Oversee daily workflows for efficient handling of patient queries.
• Monitor KPIs and implement service improvements.
• Ensure compliance with relevant regulations and CQC standards.

Skills

Team leadership

Customer service

Communication skills

Organizational skills

Digital platform usage

Chat handling

Attention to detail

Job description

Are you passionate about leading and developing high-performing teams in a patient-focused environment? We are looking for a Patient Support Team Lead to join our patient support centre operations team and help us deliver exceptional support to patients on their care journey.

In this hybrid role, you will be based partly at home and partly in our Winnersh or London office. You will lead, coach and motivate a team of Patient Support Coordinators, fostering a positive team culture that prioritises compassionate care, operational excellence, and continuous improvement.

Key responsibilities:

• Lead, coach, and motivate a team of Patient Support Coordinators to deliver a high-performing, patient-centric service
• Oversee daily workflows and task distribution to ensure efficient handling of patient queries, communications, and scheduling
• Conduct regular 1:1s, team meetings and performance reviews, with a focus on development and continuous improvement
• Act as the first line of escalation for complex or sensitive patient queries, ensuring timely and effective resolution
• Support recruitment, onboarding and training of new team members
• Monitor key performance indicators (KPIs), such as response times, service levels and patient satisfaction, and implement improvements
• Collaborate with cross-functional teams (Clinical, Operations, Governance, Product/Tech) to improve systems, processes and service delivery
• Ensure compliance with all relevant regulations, including CQC standards and data protection

What we are looking for:

• Background in health, pharmacy or patient support
• Proven team leadership experience in a very high volume, fast paced inbound call centre environment
• Experience with Chat handling
• Passionate about delivering exceptional and compassionate customer service
• Strong interpersonal, communication and coaching skills
• Excellent organisation, attention to detail, and confidence using multiple digital platforms
• A calm, solutions-focused mindset with the ability to manage competing priorities
• Demonstrable ability to adapt at pace to changes or challenges
• Experience of managing teams of up to 30 staff

Additional Information:

• This role includes shift-based working and requires occasional flexibility to meet service needs, including availability for weekend shifts.
• Occasional travel may be required for training or team events

What we offer:

• 25 days holiday (rising to 27 after one year & 30 after 2 years) + bank holidays
• Enhanced maternity and paternity pay
• Opportunities for development and growth
• A dynamic and supportive work environment

About Montu

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.