Location: Remote (UK-based clinic operations)
Reports to: Patient Support Manager
Employment type: Full-time, permanent
Our Patient Support Team operates: Monday - Sunday, 08:00 - 20:00, 37.5 hours per week
Salary: £30,000 - £35,000 (depending on experience)
About the Role
We are looking for a compassionate, organised, and motivated Patient Support Team Leader to lead and develop our remote patient support function. You will be responsible for overseeing the day-to-day activities of the Patient Support Team, ensuring patients receive an exceptional experience across every interaction.
Following recent developments within the Patient Support function, this role will also involve defined ownership of one or more operational focus areas, each responsible for a specific aspect of patient experience, service performance, and operational delivery.
This is a key role within our digital-first healthcare clinic, ensuring that our patient services run smoothly and that our team delivers outstanding support to patients and clinicians alike.
Team Leadership & Management
* Lead, mentor, and support a team of patient support coordinators and administrators.
* Conduct regular performance audits, call audits and provide constructive feedback to ensure high standards.
* Monitor team performance against KPIs (CSAT, SLA, productivity), manage rotas, oversee return-to-work meetings, conduct 1:1s and probation reviews, and provide timely deviation feedback.
* Act as the first escalation point for complex patient queries or complaints.
* Support patient communications across inbound calls, emails, and task management, ensuring consistency, efficiency, and empathy in every interaction.
* Foster a patient-centred culture where empathy and professionalism are prioritised.
* Collaborate with the Training Lead to coordinate and schedule staff training workshops.
* Lead and oversee your assigned functional area to ensure service quality, consistency, and efficiency across patient interactions.
* Take accountability for performance metrics and measurable outcomes within your designated focus area (Aircall, Front, Releaf Admin, or Thrive).
* Collaborate with other Team Leaders and the Patient Support Manager to share insights, performance trends, and best practices across functions.
* Plan and allocate daily duties, ensuring effective task distribution and smooth team operations.
Patient Service Delivery
* Oversee patient-facing support channels (phone, email, live chat, telehealth platforms).
* Actively participates in daily communications, including making calls and responding to patient enquiries, to ensure a consistent and high-quality experience.
* Act as an escalation point for complex patient queries and complaints.
* Ensure timely resolution of issues, maintaining high standards of patient care.
* Monitor patient satisfaction levels and lead improvements based on feedback.
Operational Excellence
* Develop and implement efficient processes for patient communication, scheduling, and case handling.
* Collaborate with operations, IT, and clinical teams to improve patient pathways.
* Ensure accurate record-keeping in CRM and scheduling systems.
* Ensure team schedules, workloads, and priorities are managed effectively to maintain service levels.
* Carry out regular calls and case audits to identify training needs and improve service quality.
* Support onboarding and training of new starters, ensuring knowledge and skills are developed.
* Report regularly on team performance, patient trends, and service delivery metrics.
* Support the implementation and continuous improvement of the four Patient Support functional areas to enhance operational performance and patient satisfaction.
* Contribute data and insights from your assigned function to reporting and analysis discussions to drive improvements across service delivery.
Compliance & Governance
* Ensure all patient interactions comply with UK healthcare regulations (CQC standards, GDPR).
* Support audits, quality assurance, and clinical governance activities.Promote best practice in confidentiality, safeguarding, and patient safety.
Functional Focus Areas
Communication Quality & Insights – Manage and optimise all patient phone interactions, ensuring calls are handled efficiently, empathetically, and in line with quality standards. Focus on call performance analytics, identifying trends, and improving response times and connection rates.
Service Quality & Efficiency – Oversee all written patient communications, including messages, enquiries, and support requests. Ensure timely, accurate, and compassionate responses while analysing communication trends to improve consistency and reduce response times.
Process Performance, Insights & Engagement– Maintain the smooth running of day-to-day operations, supporting workflow management, documentation, and data accuracy. Focus on improving process efficiency, workload balance, and operational insight.
Growth & Engagement Insights – Drive learning, engagement, and continuous professional development across the Patient Support team. Track participation in development activities and promote a culture of growth, confidence, and excellence.
Essential Requirements
* 2+ years’ experience in a patient support, healthcare administration, or customer service leadership role.
* Strong team management and coaching skills, with experience leading remote teams preferred.
* Excellent interpersonal and communication skills, with the ability to handle sensitive situations calmly.
* Confident using digital tools, CRM systems, and telehealth platforms.
* Strong organisational skills, with the ability to prioritise and manage multiple demands.
Desirable Requirements
* Experience in a remote or digital-first healthcare setting.
* Familiarity with NHS pathways, private healthcare processes, or telemedicine workflows.
* Knowledge of healthcare compliance, safeguarding, and patient confidentiality requirements.
* Experience delivering service improvements or contributing to operational projects.
What We Offer
* Competitive salary and benefits package.
* Flexible remote-first working environment.
* Opportunities for career development and progression within healthcare operations.
* The chance to shape patient experience in a growing, innovative digital healthcare clinic.
Summary
The Patient Support Team Leader role now operates within a refined functional framework, each designed to strengthen ownership, accountability, and consistency across the patient experience. Team Leaders are responsible for ensuring excellence in delivery, measurable performance outcomes, and continuous improvement within their designated function.
The application process for this role will involve three stages, designed to identify the most suitable candidate.