Customer Experience Manager

4 days ago

Winnersh, United Kingdom Montu UK Full time

The Customer Experience Manager (Digital Clinic) plays a pivotal role in managing the daily operations of Montu's clinical services and the Patient Support Coordinator team. This leadership role requires a proactive, patient focused individual who excels in managing teams, optimising operational workflows, and ensuring exceptional patient care standards.

As part of Montu's founding UK team, the Clinic Manager will oversee the establishment, growth, and performance of the clinic operations, ensuring efficiency and compliance with regulatory standards.

It is essential to have experience in a high growth startup or fast paced environment, who understands the unique needs of onboarding in a rapidly evolving company. You will also be a proactive problem solver, an adaptable communicator, and someone who thrives on connecting people with purpose and clarity.

Key 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

Skills, experience and qualifications:

  • Demonstrable leadership experience in healthcare management

  • 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

  • High volume support centre (Inbound and chat preferred)

  • Managing KPIs and SLAs for teams of 60 plus

What we offer:

  • 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

About Montu

Montu UK is a leading digital health company specialising in cannabis-based medicines (CBPM). We are committed to transforming lives by improving access to safe, effective treatments and offering an exceptional standard of care. Our dynamic and supportive work environment is the perfect place for you to grow professionally while making a meaningful impact on patients' lives.

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