Location: Remote (UK-based clinic operations)
Reports to: Outbound Patient Support Manager
Employment type: Full-time, permanent
Our Outbound Team operates: Monday - Sunday, 08:00 - 20:00, 37.5 hours per week
Salary: £30,000 - £35,000 (depending on experience)
Benefits
* Company pension
* Employee discount
* Private medical insurance
* Work from home
* Overtime
* Bonus scheme (to be confirmed)
Company Overview
Releaf Dispensary Ltd is a pioneering medical cannabis clinic committed to providing high-quality, safe, and effective cannabis-based products. Headquartered in the UK, we aim to enhance the quality of life for our patients through cutting-edge solutions and outstanding patient service.
About the Role
We are looking for a compassionate, organised, and motivated Outbound Patient Support Team Leader to lead and develop our proactive patient support function.
Following recent departmental changes, the outbound function now operates under a cohort-based structure, designed to establish clear ownership, accountability, and measurable outcomes across defined workflow areas. Each Team Leader is responsible for a specific set of workflows (cohort), ensuring these are executed efficiently, targets are met, and reporting remains consistent.
You will play a pivotal role in overseeing your designated outbound workflows, supporting your team to deliver exceptional patient service, and contributing to the department’s overall performance. This includes accountability for your team’s KPIs, patient engagement, workflow completion rates, and compliance standards.
This is a key role within our digital-first healthcare clinic, ensuring that outbound patient services—such as reminders, check-ins, and follow-up calls—run smoothly, and that our team delivers outstanding support to patients and clinicians alike.
Team Leadership & Management
* Lead, mentor, and support a team of outbound patient support coordinators and administrators.
* Manage a defined cohort of outbound workflows, ensuring efficiency, quality, and adherence to performance targets.
* Conduct regular performance audits, call audits and provide constructive feedback to ensure high standards.
* Monitor team performance against KPIs (engagement rate, follow-up completion, productivity, CSAT), 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.
* Oversee outbound communications across 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.
* Plan and allocate daily duties, ensuring effective task distribution and smooth team operations.
* Take ownership of measurable outcomes within your assigned workflow cohort (for example, RX accuracy, booking conversion, patient retention, compliance, or reconciliation performance, depending on cohort).
Patient Service Delivery
* Oversee outbound patient support activities (appointment reminders, check-in calls, treatment follow-ups, digital engagement campaigns).
* Actively participate in daily communications, including making calls and responding to patient inquiries, to ensure a consistent and high-quality experience.
* Act as an escalation point for complex queries and complaints.
* Ensure proactive engagement with patients to improve continuity of care.
* Monitor patient satisfaction and engagement levels, and lead improvements based on feedback.
* Drive measurable improvement across your workflow area, ensuring alignment with department-wide goals such as improved booking conversion, reduced cancellations, timely payment processing, or enhanced compliance performance.
Operational Excellence
* Develop and implement efficient processes for outbound communication, scheduling, and case handling.
* Collaborate with operations, IT, and clinical teams to optimise patient pathways.
* Ensure accurate record-keeping in the CRM.
* Ensure team schedules, workloads, and priorities are managed effectively to maintain service levels.
* Carry out regular call 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 outbound performance, patient engagement trends, and service delivery metrics.
* Contribute to the outbound dashboard and reporting framework, ensuring visibility and accountability across all outbound cohorts.
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.
* Maintain compliance accuracy within your assigned workflows (e.g., ID checks, SCR requests, data handling).
Essential Requirements
* 2+ years’ experience in 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 and 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.
* 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
Under the new cohort-based structure, the Outbound Team Leader role now carries clear ownership of specific outbound workflows and their measurable outcomes. This model promotes accountability, visibility of performance, and consistency across patient support operations—helping Releaf continue to deliver exceptional, compliant, and compassionate care.
The application process for this role will involve three stages, designed to identify the most suitable candidate.