Operations Coordinator responsible for assisting the Client Operations Manager with projects, monitoring fieldwork, reporting, and invoicing clients.
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
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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