Support Centre Manager

📋 Description

• • Are you a seasoned leader with a passion for empowering customer support teams and a commitment to delivering outstanding patient care? Montu UK Limited is seeking a dynamic and proactive Support Centre Manager to spearhead the daily operations of our clinical services and Patient Support Coordinator teams.
• • In this pivotal role, you will be instrumental in ensuring the efficient functioning of our clinic operations while upholding the highest standards of patient focus and care. Your expertise in managing high-volume contact centres will be crucial as you drive the growth and performance of our services, ensuring unwavering compliance with all regulatory standards and company policies.
• • Your primary responsibility will be to supervise, mentor, and support the Patient Support Coordinator team. This involves fostering a collaborative and high-performing environment where the smooth day-to-day running of clinic operations is paramount. You will leverage Key Performance Indicators (KPIs) to meticulously maintain elevated levels of patient support, internal quality benchmarks, and adherence to regulatory expectations.
• • A significant aspect of your role will involve overseeing the entire employee lifecycle for your team. This includes actively participating in the recruitment process, ensuring a seamless onboarding experience for new hires, and implementing comprehensive training programs. You will also be responsible for conducting regular team meetings to foster communication and collaboration, as well as performing regular performance reviews to support individual and team development.
• • You will be the frontline for ensuring the timely and effective handling of critical patient interactions. This encompasses managing appointment bookings, crucial follow-ups, addressing prescription queries with accuracy and urgency, managing clinical escalations with appropriate sensitivity, and resolving patient complaints with professionalism and empathy.
• • To continuously elevate our service quality, you will conduct regular quality audits. This will involve methods such as call monitoring and in-depth patient feedback reviews. The insights gained from these audits will be used to identify specific training needs for the team and pinpoint opportunities for broader service improvements. You will collaborate closely with the wider team to gather feedback and proactively identify areas where we can enhance the patient experience.
• • In collaboration with the Head of Governance, you will play a key role in monitoring and addressing significant events, incidents, and patient complaints. This requires a calm, methodical approach to ensure all issues are handled appropriately and lessons are learned to prevent recurrence.
• • You will act as a vital support system for our clinicians, assisting them with essential operational and administrative tasks. This support is critical in maintaining the high standards of patient care that Montu UK is known for.
• • Ensuring strict adherence to all company policies, Standard Operating Procedures (SOPs), and regulatory requirements is non-negotiable. You will proactively liaise with our tech support and product teams to swiftly identify and resolve any technical issues that may impact operations or patient experience.
• • A forward-thinking approach is encouraged as you work closely with the leadership team to identify and implement innovative service improvement initiatives. A key part of this will be measuring the impact of these initiatives on overall clinic performance, demonstrating a data-driven approach to operational excellence.
• • You will be expected to attend work-related meetings as required, contributing your expertise and insights. Maintaining all mandatory training and a thorough familiarity with company policies and SOPs is essential for this role, ensuring you are always up-to-date and compliant.
• • This role offers a unique opportunity to shape the patient support experience at a leading digital health company, making a tangible difference in the lives of patients seeking safe and effective treatments. Your leadership will directly contribute to Montu's mission of transforming lives through accessible healthcare.