At a Glance
- Tasks: Lead a team to deliver exceptional patient support and oversee outbound workflows.
- Company: Join Releaf Dispensary, a pioneering medical cannabis clinic focused on patient care.
- Benefits: Enjoy a competitive salary, remote work, and a comprehensive benefits package.
- Other info: Opportunities for career growth in a dynamic, innovative environment.
- Why this job: Make a real impact in digital healthcare while shaping patient experiences.
- Qualifications: 2+ years in patient support or customer service leadership, with strong team management skills.
Location: Remote (UK-based clinic operations)
Reports to: Outbound Patient Support Manager
Full-time, permanent
Monday - Sunday, 08:00 - 20:00, 37.5 hours per week
Salary: £30,000 - £35,000 (depending on experience)
Company pension
Employee discount
Private medical insurance
Work from home
Overtime
Bonus scheme (to be confirmed)
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.
We are looking for a compassionate, organised, and motivated Outbound Patient Support Team Leader to lead and develop our proactive patient support function. 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 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.
- Collaborate with the Training Lead to coordinate and schedule staff training workshops.
- 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.
- Drive measurable improvement across your workflow area, ensuring alignment with department-wide goals such as improved booking conversion, reduced cancellations, timely payment processing, or enhanced compliance performance.
- Ensure accurate record-keeping in the CRM.
- Ensure team schedules, workloads, and priorities are managed effectively to maintain service levels.
- Carry out regular call and case audits to identify training needs and improve service quality.
- Support onboarding and training of new starters, ensuring knowledge and skills are developed.
- Report regularly on outbound performance, patient engagement trends, and service delivery metrics.
- Ensure all patient interactions comply with UK healthcare regulations (CQC standards, GDPR).
- Support audits, quality assurance, and clinical governance activities.
2+ years’ experience in patient support, healthcare administration, or customer service leadership role.
- Strong team management and coaching skills, with experience leading remote teams preferred.
- Confident using digital tools and CRM systems, and telehealth platforms.
- Experience in a remote or digital-first healthcare setting.
- Familiarity with NHS pathways, private healthcare processes, or telemedicine workflows.
- Experience delivering service improvements or contributing to operational projects.
Competitive salary and benefits package.
Remote-first working environment.
Opportunities for career development and progression within healthcare operations.
The chance to shape patient experience in a growing, innovative digital healthcare clinic.
This model promotes accountability, visibility of performance, and consistency across patient support operations—helping Releaf continue to deliver exceptional, compliant, and compassionate care.
Support Manager Full Time employer: Releaf
Releaf Dispensary Ltd is an exceptional employer, offering a remote-first working environment that prioritises employee well-being and professional growth. With a competitive salary, comprehensive benefits including private medical insurance and a company pension, and a culture that fosters collaboration and innovation, employees are empowered to make a meaningful impact in the evolving field of digital healthcare. Join us to lead a dedicated team in enhancing patient experiences while enjoying opportunities for career advancement in a pioneering medical cannabis clinic.
StudySmarter Expert Advice🤫
We think this is how you could land Support Manager Full Time
✨Get Involved with Local Health Initiatives
Join local community health events or volunteer for organisations like public health agencies. This not only builds your experience but also helps you network with industry professionals who might know of openings at places like Releaf.
✨Tap into Professional Associations
Check out associations like the Institute of Healthcare Management. They often have job boards, networking events, and conferences that are perfect for connecting with potential employers in health sciences administration.
✨Stay Updated with Industry Trends
Follow health policy news and trends—being knowledgeable about the current landscape will not only help you in interviews but also make you stand out as a candidate. You can discuss recent developments and their implications when chatting with folks at Releaf.
✨Apply Through Our Website for Better Visibility
When you find roles that excite you, especially at places like Releaf, don’t forget to apply through our website. This can sometimes give you an edge by showing the employer you’re savvy and committed to finding the right fit.
We think you need these skills to ace Support Manager Full Time
Some tips for your application 🫡
Highlight Your Relevant Experience:When applying for a role in health sciences administration, it's super important to spotlight any relevant experience you have in healthcare settings. Whether you've worked in a hospital, a clinic, or any related environment, make sure to detail those roles in your CV – focusing on your responsibilities and achievements that align with the job at Releaf.
Showcase Your Administrative Skills:Administrative skills are key in this field, so don’t hold back! Make sure your CV reflects your proficiency in things like scheduling, data management, and compliance with health regulations. Mention specific software you’ve used, such as patient management systems, as this will demonstrate your hands-on abilities and readiness for the role at Releaf.
Craft a Meaningful Cover Letter:Your cover letter should reflect your passion for the health sciences field and your eagerness to contribute to Releaf. Share a bit about why you’re drawn to this sector, any impactful situations or challenges you’ve encountered, and how they’ve shaped your desire to work in health sciences administration. This personal touch can really set you apart!
Tailor Your Documents to the Job:Don't use a one-size-fits-all approach! Make sure your CV and cover letter are specifically tailored for this role. Highlight any certifications you have relevant to health administration, and ensure you clearly connect your previous roles to the skills needed for the full-time position at Releaf. This way, you're showing them you’ve done your homework and are genuinely interested in being a part of their team.
How to prepare for a job interview at Releaf
✨Showcase Your Administrative Skills
In health sciences administration, being organised is key. Make sure you can demonstrate your skills in managing schedules, paperwork, and data accurately. Be ready to discuss specific tools you've used, like electronic health record systems or scheduling software, and how they improved efficiency in your past experiences.
✨Know Your Regulations
Familiarity with healthcare regulations and compliance is crucial. Brush up on HIPAA, GDPR, or other relevant policies before your interview. We recommend preparing examples of how you've ensured compliance or handled sensitive information in past roles—this will show you're not just knowledgeable but also responsible.
✨Prepare for Scenario Questions
Interviews for administrative roles often involve scenario-based questions to assess your problem-solving skills. Practice responses to common situations you might face, such as dealing with a challenging patient or managing a sudden schedule change. This will not only demonstrate your ability to think on your feet but also highlight your interpersonal skills.
✨Align Your Goals with the Organisation
As a full-time candidate, employers will want to know how your long-term career goals align with their mission. Take some time to research Releaf’s values and be ready to tie your passion for health sciences administration into their objectives. Demonstrating enthusiasm and career alignment can be a game-changer in this competitive field!
