Patient Support Team Manager

3 days ago

Shrewsbury, Shropshire, United Kingdom 4Leisure Recruitment Ltd Full time £40,000 - £60,000 per year

Patient Support Team Manager

Location:
Shrewsbury area

Salary:
up to £50k + bonus

Contract:
Full-time, Permanent

About the Role

We're seeking a dynamic
Patient Support Team Manager
to lead a high-performing team responsible for managing new enquiries and ongoing patient care. This role is pivotal in driving service excellence, improving patient experience, and delivering measurable performance results.

You'll combine hands-on operational leadership with strategic oversight — optimising systems, refining patient pathways, and ensuring that every interaction reflects our clients' commitment to quality and compassion.

Key Responsibilities
Performance & KPI Management

  • Own and monitor performance metrics across enquiry and patient support functions.
  • Track daily dashboards and produce weekly reports for senior management.
  • Achieve strong conversion rates and service-level performance.
  • Ensure prompt patient follow-up and timely communication throughout the care journey.

Team Leadership & Culture

  • Lead, motivate, and support the Patient Support Team to exceed KPIs.
  • Build a culture of accountability, ownership, and continuous improvement.
  • Recruit, onboard, and develop new team members effectively.
  • Deliver regular coaching on communication, objection handling, and service quality.

Service & Process Improvement

  • Map and refine patient pathways to remove delays and enhance experience.
  • Collaborate with clinical and operational teams to optimise capacity and scheduling.
  • Use patient feedback to identify opportunities for service improvement.

Operational Delivery

  • Maintain an active presence across both teams
  • Support complex or high-priority patient enquiries when required.
  • Conduct regular quality audits and deliver actionable feedback.
  • Ensure compliance, safeguarding, and data standards are consistently met.

Skills & Experience

  • Proven experience managing a contact centre, sales support, or patient-facing team.
  • Strong track record of delivering against KPIs and driving performance.
  • Excellent leadership, coaching, and people-management skills.
  • Background in healthcare, education, or another regulated sector is desirable.

This role is ideal for an ambitious and results driven join a fast-growing organisation with superb opportunities for progression at an exciting time in their journey.

If this sounds like you, we'd love to hear from you.

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