Senior Patient Support & Experience Leader

palomahealthuk; Greater London; Hybrid; GBP 57,000 - 69,000; Full time

Benefits offered by this job

Annual salary reviews

5% employer pension contribution

Optional Private Medical Insurance

Employee Assistance Programme

Home Office Equipment Allowance

28 days annual leave + birthday + bank

Company laptop

NHS discounts / Blue Light Card

Job summary

Paloma Health is seeking a Senior Patient Support Manager to lead a growing Patient Support Team in a hybrid London setting. You will drive a family-centered care journey, partner with the Head of Operations and a dedicated Product Manager, and build scalable processes for patient bookings, referrals, and discharges.

You will manage a team of care coordinators, balance hands-on leadership with strategy, and leverage data to improve response times, service quality, and automation initiatives,

Qualifications

• Minimum 4 years directly managing a large (10+ FTE) customer support team.
• Hands-on leader who spends time understanding all tasks the team handles.
• Calm, empathetic handling of sensitive conversations, complaints and escalations.
• Creative instinct to identify automation opportunities to improve productivity.
• Comfort with data and modern customer support software.
• Experience leading and developing a team.

Responsibilities

• Lead the Patient Support Team through rapid growth in a hands-on capacity.
• Ensure a high-quality family experience of Patient Support with timely responses and bookings.
• Document processes and partner with Product to improve ticketing software and AI support tools.
• Handle first-line resolutions including complaints, Subject Access Requests, and safeguarding queries.

Skills

Team management

Leadership

Customer support

Data-driven

Automation thinking

Healthcare experience

Job description

Paloma Health is seeking a Senior Patient Support Manager to lead a growing Patient Support Team in a hybrid London setting. You will drive a family-centered care journey, partner with the Head of Operations and a dedicated Product Manager, and build scalable processes for patient bookings, referrals, and discharges.

You will manage a team of care coordinators, balance hands-on leadership with strategy, and leverage data to improve response times, service quality, and automation initiatives,