Patient Support Team Manager

Patient Support Manager

Location: Shrewsbury area
Salary: up to £50k + bonus 
Contract: Full-time, Permanent

About the Role
We’re seeking a dynamic Patient Support 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 individual.to 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.