Patient Support Lead

Help people feel listened to, supported and confident in their next steps.

Augmentive was founded to make finding and accessing the right mental health support easier. We bring together consultant-led psychiatric care and a wider network of mental health professionals, supporting people with ADHD, autism and broader mental health needs. Our approach combines compassionate, personalised care with technology that makes accessing and coordinating support simpler.

We’re looking for a warm, organised and dependable Patient Support Lead to be our main point of contact for patients. When someone reaches out, they may feel anxious, uncertain or simply need help getting something sorted. The way we respond matters.

You’ll take day-to-day ownership of patient support, personally answering calls, emails and chats and making sure enquiries are followed through. This is a hands‑on role with no line‑management responsibilities. Most of your time will be spent helping patients directly, with opportunities to improve how we work as you get to know the service.

In this role, you’ll:

• Be a welcoming first point of contact. Give patients a clear, helpful and reassuring response across phone, email and chat.
• Support people through sensitive conversations. Listen carefully, respond with kindness and professionalism, and recognise when to involve a colleague.
• Follow things through. Keep track of enquiries, coordinate with the wider team and make sure patients know what happens next.
• Recognise concerns and elevate promptly. Follow safeguarding procedures and involve the appropriate clinician when a patient’s wellbeing or a question needs clinical attention.
• Keep information clear and organised. Maintain accurate records so colleagues have the context they need and patients receive consistent support.
• Help us improve. Use what you learn from patient conversations to suggest practical improvements and contribute to reporting on how support is working. Looking after patients will remain your first priority.

We’d like to hear from people who bring:

• Warmth and clear communication. You help people feel heard and explain things simply, especially when someone is worried or upset.
• A calm, thoughtful approach. You can navigate difficult conversations, maintain appropriate boundaries and seek support when needed.
• Enjoyment of direct patient contact. You want to spend your working day speaking with people, resolving enquiries and making their experience better.
• Good judgement. You notice when something needs attention and understand the importance of confidentiality, safeguarding and timely escalation.
• Organisation and reliability. You can manage a busy inbox and phone line, prioritise competing needs and do what you say you’ll do.
• A collaborative mindset. You share information, support colleagues and take a practical approach to solving problems.

Experience in healthcare or patient services would be helpful. We also welcome applicants from customer support and other people‑focused roles who can demonstrate these qualities, particularly experience supporting people through sensitive situations.

At Augmentive, your work will make a difference to someone’s experience of care every day. You’ll join a small team where your contribution is visible, your judgement is valued and you have real ownership of your work.

We offer highly competitive rates and flexible remote working, planned around reliable patient support and agreed team coverage. We’d love you to visit our London office every couple of months to catch up with the team. You’ll work closely with clinical and operational colleagues, and your understanding of patients’ needs will help us make the service more responsive and easier to navigate.

We care about how we work together: treating people with respect, following through on commitments and helping one another deliver thoughtful, dependable care.

We welcome applicants from all backgrounds, including neurodivergent people. We value both lived experience and the perspectives gained from supporting others. Please let us know if you need any adjustments during the recruitment process.

If you enjoy helping people, take pride in getting the details right and want to contribute to a service where patient experience matters, we’d welcome hearing from you.