Patient Support Manager
* Salary: Circa £40,000 per annum
* Location: Remote
* Contract Type: Permanent, Full-time
* Start Date: ASAP
About RTN Mental Health
At RTN Mental Health, we’re on a mission to transform the way neurodevelopmental and primary care mental health services are delivered across the UK. As a dynamic and rapidly expanding organisation, we combine clinical excellence with operational innovation to deliver high-quality, person-centred care. From NHS partnerships to private services, we’re redefining what accessible and effective support can look like.
Our work focuses particularly on improving access to ADHD and autism services, ensuring individuals receive timely, compassionate and evidence-based support across their diagnostic and post-diagnostic journey.
The Role
We are looking for an experienced and strategic Patient Support Manager to lead our Contact Centre function and shape an outstanding patient experience across every interaction. This role is central to ensuring that our patient support services are seamless, efficient and compassionate across multiple communication channels, including phone, email and written correspondence. You will provide leadership and operational oversight to Team Leaders and the wider Patient Support Team, ensuring that service standards are consistently met while driving continuous improvement.
You will combine high-level operational management with strong emotional intelligence, using service data and team insight to improve performance, strengthen quality, and enhance the overall patient journey. This is an exciting opportunity to play a pivotal role in a growing organisation where innovation, empathy and service excellence are deeply valued.
Role Responsibilities
Leadership & Talent Development
* Lead, mentor and support Team Leaders and the wider Patient Support Team through effective coaching and development
* Build a high-performance culture focused on accountability, resilience and continuous growth
* Define and evolve meaningful KPIs that balance productivity with quality and patient-centred outcomes
* Act as a senior escalation point for complex patient concerns and service issues
* Identify skill gaps and support the design of training and development initiatives
Data Intelligence & Strategic Insight
* Develop reporting frameworks that provide clear insight into service performance and the patient journey
* Analyse data to identify trends, bottlenecks and opportunities for improvement
* Present performance information and actionable recommendations to senior leadership
* Use workforce planning data to optimise staffing levels and ensure effective coverage across communication channels
* Lead root cause analysis on service issues and implement long-term solutions
Quality Excellence & Compliance
* Oversee quality assurance processes to ensure interactions are empathetic, consistent and effective
* Support compliance with GDPR, confidentiality and information governance requirements
* Maintain clear and accurate operational processes across the team
* Ensure knowledge and communication guidance is standardised and accessible
* Promote high standards of professionalism, data security and service integrity
Operational Agility & Continuous Improvement
* Oversee the day-to-day flow of work across voice, email and digital channels
* Ensure resources are used effectively to maintain service responsiveness and efficiency
* Work collaboratively with internal teams to align service delivery with wider organisational activity
* Identify and implement process improvements, automation opportunities and service enhancements
* Reduce operational friction for both patients and colleagues through smarter ways of working
Conflict Management & Escalations
* Act as the final point of escalation for complex or sensitive patient queries
* Resolve issues professionally and compassionately, helping to restore trust and confidence
* Work across teams to improve internal workflows and strengthen the service experience
* Support effective complaint handling and ensure learning is translated into practical improvements
About You
Essential
* Proven experience leading service delivery or contact centre operations within a healthcare, mental health or similarly regulated environment
* Strong people leadership experience, with the ability to motivate, coach and develop team leaders and frontline staff
* Excellent operational judgement, with experience using data, reporting and service insight to improve performance, patient experience and team effectiveness
* Exceptional communication skills, with the ability to manage sensitive conversations, resolve escalations and build trust with patients, colleagues and stakeholders
* Strong organisational and problem-solving skills, with the ability to manage competing priorities in a fast-paced, evolving service
* A compassionate, calm and professional approach, with a clear commitment to confidentiality, high-quality care and inclusive communication
Desirable
* Experience working with ADHD, autism or wider neurodevelopmental services
* Experience overseeing multi-channel patient or customer support services, including phone and email
* Familiarity with electronic health records, case management systems or other healthcare service platforms
* Knowledge of quality assurance, complaints handling, information governance and GDPR within a healthcare setting
* Degree-level qualification or relevant training in leadership, service improvement or operations management
Our Values in Action
Our values sit at the heart of everything we do: Respect at our core, transformation in our actions, nurture in our care.
Respect
We listen with empathy, value lived experience and communicate with honesty and care. We celebrate individuality and practise inclusive, neuroaffirmative communication.
Transformation
We stay curious, embrace change and turn learning into action. We take ownership, pursue excellence and build trust through transparency.
Nurture
We create emotionally safe spaces, empower confidence and invest in people’s growth. Compassion and presence guide how we work with both colleagues and patients.
Why Join RTN?
* Be part of a fast-growing organisation transforming ADHD and autism care
* Play a key role in shaping an exceptional patient support experience
* Work in a collaborative, values-driven culture
* Have real impact in a role that improves service quality, team performance and patient satisfaction
If you’re passionate about leading high-quality support services, developing people, and using insight to drive meaningful improvement, we’d love to hear from you.