Patient Support Team Lead

We’re looking for a Patient Support Team Lead to lead and inspire our Customer Service team at a fast-growing, specialist telehealth clinic transforming the way patients access medicinal cannabis care.

The Patient Support Team Lead will create a high-performing team that makes it easy for prospective patients to join verkind, and easy for existing patients to receive the support they need. They will combine excellent patient experience with strong conversion performance, effective team management and continuous improvement as verkind grows.

Role Summary

• The Patient Support Team Lead is responsible for leading verkind’s Patient Support Team and ensuring prospective and existing patients receive a responsive, supportive and high-quality experience.
• The role has responsibility for the non-clinical patient journey from initial enquiry through to booking and ongoing care; combining strong patient service with clear accountability for conversion, retention and operational performance.
• The postholder will manage the team, patient pipelines and service performance using Salesforce for lead and conversion management and Medistack (patient record system) for the ongoing patient pathway.

Key Responsibilities

Team Leadership

• Lead, coach and develop the Patient Support Team, creating a culture of kindness, accountability and service excellence.
• Day-to-day operational relationship with the external pharmacy partner, including monitoring and escalating any deviations to SLA.
• Manage recruitment, onboarding, performance, attendance, development and appraisals of the Patient Support Team.
• Ensure appropriate team capacity, rotas and cross-cover to meet patient demand.
• Set clear individual and team objectives and monitor performance against agreed KPIs.
• Ensure the team is appropriately trained in systems, processes and SOPs.
• Maintain a solution focussed approach, with a clear understanding of escalation pathways.

Conversion & Lead Management

• Own operational performance of the conversion journey from enquiry through to consultation booking and becoming an active patient.
• Ensure new leads are contacted promptly and consistently followed up.
• Manage lead pipelines, activity and data quality within Salesforce.
• Support patients to complete registration, eligibility and booking requirements.
• Identify and address non-clinical barriers to conversion and areas of patient drop-off.
• Develop follow-up and re-engagement activity for incomplete, lost and inactive patients.
• Monitor conversion by stage and lead source and work with Marketing to improve performance.
• Ensure conversion activity remains appropriate for a regulated healthcare service, with all clinical eligibility and treatment decisions remaining with the clinical team.

Patient Support & Experience

• Ensure patients receive timely and effective support throughout their journey with verkind.
• Oversee support with registration in the patient portal, bookings, prescriptions, payments, pharmacy and delivery queries.
• Ensure clinical queries are appropriately escalated to the clinical team.
• Monitor response and resolution times and ensure agreed service standards are achieved.
• Ensure complaints, concerns and incidents are appropriately recorded, managed and escalated.
• Promote ownership of patient queries through to resolution.
• Identify recurring patient issues and lead improvements to the patient experience.

Operations & Systems

• Monitor the patient pathway and identify delays, bottlenecks and capacity issues.
• Ensure Salesforce and Medistack records are accurate, complete and consistently maintained.
• Work with clinical and operational teams to ensure patient demand and consultation capacity are effectively managed.
• Develop and improve processes, workflows, scripts and patient communications.
• Support quality assurance, governance and continuous improvement activity.

Key Performance Measures

• Performance will include:
• Lead response and contact rates.
• Lead → eligibility → booking conversion.
• Lead → active patient conversion.
• Consultation attendance.
• Patient retention and re-engagement.
• Patient support response and resolution times.
• Patient satisfaction rates.
• Complaints and recurring issue rates.
• Salesforce data quality and pipeline management.
• Team operational productivity and quality assurance.

Person Specification

Essential

• 2+ years experience managing a patient support, customer service, contact centre, conversion or similar team.
• Strong people leadership, coaching and performance-management skills.
• Experience working in a KPI and target-driven environment.
• Experience managing lead/customer conversion and pipelines.
• Strong CRM experience, ideally Salesforce.
• Excellent communication, organisation and problem-solving skills. ● Comfortable managing a UK-based remote function.
• Able to balance a compassionate, patient-centred approach with commercial and operational accountability.

Desirable

• Experience within private healthcare, telehealth or another regulated environment.
• Experience with Salesforce and patient management systems.
• Experience managing both conversion and ongoing customer/patient support.
• Understanding of CQC-regulated healthcare services.
  

Candidates must be eligible to work in the UK on application.