Senior Patient Support Manager

Paloma Health; Greater London; Hybride; GBP 57 000 - 69 000; Plein temps

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Home Office Equipment Allowance £200

28 days annual leave + birthday + bank

Résumé du poste

Paloma Health in London is seeking an experienced Customer Support Leader to guide the Patient Support Team through a period of rapid growth. You will manage the 8-person team, ensure a high-quality family experience of care, and collaborate with the Head of Operations and a Product Manager for Patient Support.

The role combines hands-on leadership with process optimisation, data-driven improvements, and scope to shape new services as Paloma grows.

Qualifications

• At least 4 years of experience directly managing a large (10+ FTE) customer support team.
• Hands-on style, spending time understanding all the tasks the team manages.
• Calm, empathetic handling of sensitive conversations, complaints and escalations.
• A creative instinct, asking what can be automated to improve productivity.
• Comfort with data and modern customer support software.
• Experience leading and developing a team.

Responsabilités

• Team management and growth: foster a culture of accountability and collaboration; recruit as needed.
• High quality family experience of Patient Support: monitor response times and booking windows; ensure service quality.
• Process optimisation: document and improve processes; work with Product to enhance ticketing software and AI support.
• First line resolutions: handle complaints, Subject Access Requests, and safeguarding queries.

Description du poste

Hybrid, London Bridge (three days in the office)

Reports to Head of Operations

Salary of £63,000 plus share options, with some flexibility based on experience

About Paloma

Children who need an autism or ADHD assessment can wait 4 to 10 years on the NHS. Paloma has cut that to under 3 months by rebuilding the care journey around families, and creating our own software platform and AI tools.

Families rate us 4.9 out of 5 on Google. We are profitable, backed by healthcare venture investors Triple Point and Heal Capital, and growing fast (we are 170 people today and growing by 10 people per month).

Demand for our autism and ADHD services is rising fast, and we need an experienced Customer Support leader to ensure families continue to get a great experience of care with Paloma.

The role

We support thousands of patients each month with a Patient Support Team of 8 Care Coordinators. You will lead the Team though a period of rapid growth, it is a hands-on role for someone who enjoys building as much as leading.

What you will lead

Our Patient Support Team manages all support requests, patient bookings, referrals and discharges, ultimately ensuring a smooth journey for the families we serve.

Your job is to ensure a great family experience of care as we grow. Working with our Head of Operations and dedicated Product Manager for Patient Support, you will have the freedom to test, learn and invest in what works. You will lead on:

• Team management and growth. You foster a person-centred, accountable and collaborative culture reflected in high engagement, trust and retention. You'll monitor team capacity and recruit additional team members when needed.

High quality family experience of Patient Support. Using performance data, you ensure response times and booking windows are achieved, and monitor interaction quality

• Process optimisation. You ensure processes are clearly documented, and improved where things aren't right, and work with Product to implement improvements to our ticketing software and AI customer support assistant.
• First line resolutions. Including for complaints, Subject Access Requests, and safeguarding queries.

What you will bring

• At least 4 years of experience directly managing a large (10+ FTE) customer support team
• Hands-on style, spending time understanding all the tasks the team manages
• Calm, empathetic handling of sensitive conversations, complaints and escalations.
• A creative instinct, asking what can be automated to improve productivity
• Comfort with data and modern customer support software
• Experience leading and developing a team.

Desirable, but not essential criteria are:

• Experience in healthcare
• Implementing and improving AI tools within customer support
• A growing business. Join a profitable, venture-backed company setting out to be number one in a growing category.
• New services to launch. Help grow the core business and support the launch of new services, including private care.
• Scope to make an impact. Lead our Patient Support Team, working in partnership with our Head of Operations
• Room to grow. A clear route to Head of Patient Support promotion as the team and the business grow.
• Looked after. Alongside your salary and share options, you access our wider benefits package set out below
• A strong and positive culture that prioritises team building, transparency, and career development. This includes protected time and budget for team connection and your individual learning.
• Annual salary reviews, ensuring they are competitive
• Optional Private Medical Insurance and Employee Assistance Programme
• Home Office Equipment Allowance of £200
• 28 days of annual leave, plus your birthday, plus bank holidays off. Plus, where required, the option to buy additional leave and take special leave for emergencies
• A premium performance company laptop
• NHS discounts, including the Blue Light Card (as we are an NHS provider).

Before you apply

Equality and diversity. Paloma Health is an equal opportunity employer. We welcome applicants from every background and do not discriminate on any protected characteristic.

Adjustments. Tell us about any adjustments you need at any stage, and we will adapt our interview process.

Safer recruitment. Keeping children and families safe is at the heart of our work. Every new joiner completes a Disclosure and Barring Service (DBS) check at the level the role requires. We ask all applicants to share our commitment to safeguarding.