Role Purpose
The Patient Support Team Manager is responsible for leading TAS's Patient Support function across both New Enquiries and Existing Patient Care. The role is central to driving patient volumes, delivering excellent service, and embedding a performance driven culture.
By setting clear expectations, coaching the team, and managing KPIs, the Team Leader will ensure TAS achieves growth targets while maintaining the highest standards of patient care.
This role requires both hands-on involvement in day-to-day delivery and leadership oversight to improve systems, pathways, and outcomes.
Key Responsibilities
Performance and KPI Ownership
* Own all performance metrics across new enquiry and patient support teams.
* Daily monitoring of dashboards and weekly reporting to senior management.
* Drive enquiry-to-assessment conversion rate to minimum 25–30%.
* Ensure 90% of calls answered within 30 seconds.
* Guarantee all patient follow-up calls completed within 24 hours of report issue.
* Hold weekly coaching sessions and monthly 1:1s with team members to improve performance.
Team Leadership and Culture
* Lead and motivate the Patient Support Team to deliver against KPIs. Hands on both teams.
* Build a performance culture: accountability, ownership, and continuous improvement.
* Recruit, induct, and develop new team members to reach productivity quickly.
* Deliver regular coaching sessions on conversion, objection handling, and patient care.
* Address underperformance quickly and constructively, with clear action plans.
Service and Pathway Improvement
* Work with leadership to map and improve patient pathways, removing delays and friction points.
* Standardise processes across both new enquiry and patient support teams.
* Collaborate with clinical teams to align patient flow with diary capacity and clinical availability.
* Implement patient feedback insights into service improvements.
Operational Delivery
* Maintain a balance of 60% operational delivery in both teams / 40% management and leadership.
* Support high-volume or complex patient enquiries when required.
* Oversee quality monitoring: complete weekly call listening audits and give feedback.
* Ensure safeguarding and compliance issues are escalated immediately.
Reporting and Projects
* Produce weekly and monthly performance reports for Operations Director.
* Use data to identify trends, risks, and opportunities for improvement.
* Lead small projects to improve conversion rates, reduce response times, and strengthen patient experience.
Skills and Experience
* Proven experience managing a contact centre, sales support, or patient-facing team.
* Strong track record of managing KPIs and improving conversion results.
* Excellent leadership, coaching, and performance management skills.
* Strong organisational and process improvement capability.
* Ability to balance patient empathy with commercial outcomes.
* Experience in healthcare, education, or regulated service settings desirable.
Key Performance Indicators (KPIs)
* Enquiry-to-assessment conversion: 40%+.
* Call handling SLA: 90% within 30 seconds.
* Follow-up calls: 100% within 24 hours of report issue.
* Patient satisfaction (NPS type): +60 or higher.
* Report timeliness: 95% issued within agreed timescales.
* Staff retention and engagement scores.
Reporting Line
* Reports to: CEO
* Works closely with: Diary Manager, Ops Manager, Patient Support Advisors, and Enquiry Team
Job Types: Full-time, Permanent
Pay: £35,000.00 per year
Benefits:
* Casual dress
* Company pension
* Free parking
* On-site parking
* Sick pay
Experience:
* Management: 3 years (required)
Work Location: In person