Customer Support

• 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

Customer Experience Manager – Digital Clinic

Financial Support Specialist

Senior Manager – Customer Services Major Initiatives

Senior Manager, Customer Services Model Office

Head of Customer Service Excellence – Operational Optimisation

Customer Support