Outbound Patient Support Team leader

Releaf Dispensary Ltd is a pioneering medical cannabis clinic committed to providing high-quality, safe, and effective cannabis-based products. Headquartered in the UK, we aim to enhance the quality of life for our patients through cutting-edge solutions and outstanding patient service.

About the Role

We are looking for a compassionate, organised, and motivated Outbound Patient Support Team Leader to lead and develop our proactive patient support function.

Following recent departmental changes, the outbound function now operates under a cohort-based structure, designed to establish clear ownership, accountability, and measurable outcomes across defined workflow areas. Each Team Leader is responsible for a specific set of workflows (cohort), ensuring these are executed efficiently, targets are met, and reporting remains consistent.

You will play a pivotal role in overseeing your designated outbound workflows, supporting your team to deliver exceptional patient service, and contributing to the department\’s overall performance. This includes accountability for your team\’s KPIs, patient engagement, workflow completion rates, and compliance standards.

This is a key role within our digital-first healthcare clinic, ensuring that outbound patient services—such as reminders, check-ins, and follow-up calls—run smoothly, and that our team delivers outstanding support to patients and clinicians alike.

Team Leadership & Management

• Lead, mentor, and support a team of outbound patient support coordinators and administrators.
• Manage a defined cohort of outbound workflows, ensuring efficiency, quality, and adherence to performance targets.
• Conduct regular performance audits, call audits and provide constructive feedback to ensure high standards.
• Monitor team performance against KPIs (engagement rate, follow-up completion, productivity, CSAT), manage rotas, oversee return-to-work meetings, conduct 1:1s and probation reviews, and provide timely deviation feedback.
• Act as the first escalation point for complex patient queries or complaints.
• Oversee outbound communications across calls, emails, and task management, ensuring consistency, efficiency, and empathy in every interaction.
• Foster a patient-centred culture where empathy and professionalism are prioritised.
• Collaborate with the Training Lead to coordinate and schedule staff training workshops.
• Plan and allocate daily duties, ensuring effective task distribution and smooth team operations.
• Take ownership of measurable outcomes within your assigned workflow cohort (for example, RX accuracy, booking conversion, patient retention, compliance, or reconciliation performance, depending on cohort).

Patient Service Delivery

• Oversee outbound patient support activities (appointment reminders, check-in calls, treatment follow-ups, digital engagement campaigns).
• Actively participate in daily communications, including making calls and responding to patient inquiries, to ensure a consistent and high-quality experience.
• Act as an escalation point for complex queries and complaints.
• Ensure proactive engagement with patients to improve continuity of care.
• Monitor patient satisfaction and engagement levels, and lead improvements based on feedback.
• Drive measurable improvement across your workflow area, ensuring alignment with department-wide goals such as improved booking conversion, reduced cancellations, timely