Senior Patient Support Lead
7 months ago
**Company Overview**:
Psychiatry-UK is at the forefront of delivering online mental health services across the United Kingdom. Joining our team means stepping into a dynamic environment where you can enhance your expertise, refine your skills, and contribute to meaningful change - all from the comfort of your home office. As a part of our leading online mental health service, you'll collaborate with innovative, forward-thinking professionals in a multi-disciplinary team setting.
**Job Summary**:
Our ambition is to be UK’s #1 digital psychiatry service that supports the whole family throughout their lifecycle. In order to do this, we need to be simple and easy to interact with, transparent at all steps of our journey, and be there to support our patients. We are in the process of developing a new digital first (but never digital only) contact strategy to make this happen. We need a strong patient centred, data-led and commercial minded person to lead the implementation and optimisation of the patient contact plan, as well as evolve and optimise our current contact centre operations to support it. The role operates to support all of PUK’s patients across all the services it offers including contributing to the design and launch of new ones.
**Responsibilities and Duties**:
- Implement PUKs new patient contact strategy (as defined in Horus), acting as the point of orchestration across the multiple digital and person-led channels used within it (website, app, contact centre plus new digital channels that may be developed including chat-bot)
- Use commercial, patient and operational data and insights to improve and optimise the performance of our contact channels - working with the different channel ‘owners’ in UK to create a strong, single-goal focused multi-functional team
- Deliver against key patient contact targets with focus on driving a reduction in low patient value/avoidable contact, first contact resolution, cost of contact and patient satisfaction
- Lead the contact centre operations, with particular focus on productivity, quality and cost - including leading the team through any changes required to create a ‘contact centre of the future. Providing clear, visible and inspiring leadership along the way.
- Lead/instigate regular performance reviews with the channel owners and contributors - including bringing people together in person when required
**Key Result Areas**
Across all channels:
- Significant reduction in avoidable/low value patient contact
- Reduction in cost of managing contact
- First contact resolution
- Significant cost reduction target
- Team engagement
**Key Working Relationships**
This role will form part of a multi-disciplinary leadership team accountable for delivering against our 3 priority transformation programmes. Partnering closely with (NEW) Pathway Delivery Leaders, Marketing & Patient Experience, Clinical Leads, PUK Executive & Board, Marketing Agencies, Legal & Risk, Operations, Complaints
**Working Conditions/Effort**:
- Concentration for extended periods.
- Handling frequent interruptions.
- Adaptability to change.
- Extended PC usage.
- Occasional solo work.
- Problem-solving and resolution.
**Person Specification**:
- Essential Qualifications and Skills:_
- Patient or Customer communications management in a multi-channel environment
- Commercial/KPI target ownership and delivery
- People leadership & management
- Background in mental health care
- Call centre team productivity management, measurement and optimisation
- Some form of communications experience
- Cross functional / matrix team working
- Basic project management
- Digital channel utilisation and management
- Commercial / cost analysis and management
- Patient/Customer experience measurement
- Desirable Qualifications and Skills:_
- Contact strategy development and optimisation
- Digital channel development and management
- Large operational team management including change management
- Customer/Patient support management experience in a complex/high touch/clinical environment
- Deployment and optimisation of AI assistants, e-chat
- Operational productivity and workforce management
- Business process design and optimisation
**Job location**:
Remote working (preconfigured laptop provided)
**Why work with us?**
Our workplace culture is person-centred, supportive and neurodivergent friendly. In addition to comprehensive training and mentor support/CPD, we offer the following benefits:
- Competitive/generous salary
- Additional work-from-home bonus £1,000 p/a pro rata
- Holiday allowance
- Employee Assistance Programme (EAP)
- Strong social network with online events; some face-to-face events
**Equal Opportunity Statement**:
Pay: £45,000.00 per year
**Benefits**:
- Casual dress
- Company events
- Enhanced maternity leave
- Enhanced paternity leave
- Health & wellbeing programme
- Sick pay
- Work from home
**Experience**:
- Leadership: 1 year (preferred)
Work Location: Remote
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