Hybrid Patient Support Operations Manager – Digital Clinic

at Cantourage UK

• Job title: Patient Support Operations Manager – Digital Clinic
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: £50,000 - £55,000 per year
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, United Kingdom

About the role

• Patient Support Operations Manager overseeing clinic operations, ensuring patient care and regulatory compliance at Montu, a cannabis-based medicines company.

Responsibilities

• Supervising, mentoring, and supporting the Patient Support Coordinator team to ensure the smooth day-to-day running of clinic operations
• Overseeing recruitment, onboarding, and training of new staff while conducting regular team meetings and performance reviews
• Overseeing the delivery of a responsive, respectful, and efficient patient support service, ensuring all interactions meet internal quality standards and regulatory expectations
• Ensuring timely handling of appointment bookings, follow-ups, prescription queries, clinical escalations, and complaints
• Conducting regular quality audits (e.g. call monitoring, patient feedback reviews) to identify training needs and service improvements
• Monitoring and addressing significant events, incidents, and patient complaints in collaboration with the Head of Governance
• Ensuring patient queries are resolved promptly and effectively, while working with the wider team to collect feedback and identify opportunities for improvement
• Supporting clinicians with operational and administrative tasks to maintain high standards of patient care
• Ensuring adherence to company policies, SOPs, and regulatory requirements, while proactively liaising with the tech support and product teams to address any technical issues
• Working closely with the leadership team to identify and implement innovative service improvement initiatives, measuring their impact on clinic performance
• Attending work-related meetings as required and maintaining all mandatory training and familiarity with company policies and SOPs

Requirements

• Demonstrable experience in healthcare management or a similar leadership role
• Experience in a highly regulated industry and following policies and SOPs
• Proven ability to lead and develop teams
• High level of IT proficiency, including familiarity with electronic health records
• Excellent attention to detail and organisational skills
• Strong communication skills and ability to work under pressure

Benefits

• Competitive salary
• 25 days holiday (rising to 27 days after one year & 30 after 2 years service) + bank holidays
• 5% matched pension
• Cycle-to-work scheme
• Opportunities for development and growth
• A dynamic and supportive work environment