At a Glance
- Tasks: Lead and enhance patient support services, ensuring compassionate and efficient communication.
- Company: Join RTN Mental Health, a dynamic organisation transforming mental health care in the UK.
- Benefits: Competitive salary, remote work, and opportunities for professional growth.
- Other info: Be part of a values-driven culture focused on respect, transformation, and nurturing.
- Why this job: Make a real impact on patient experiences in a rapidly growing field.
- Qualifications: Experience in healthcare service delivery and strong leadership skills required.
The predicted salary is between 40000 - 40000 £ per year.
Salary: Circa £40,000 per annum
Location: Remote
Contract Type: Permanent, Full-time
Start Date: ASAP
About RTN Mental Health
At RTN Mental Health, we’re on a mission to transform the way neurodevelopmental and primary care mental health services are delivered across the UK. As a dynamic and rapidly expanding organisation, we combine clinical excellence with operational innovation to deliver high-quality, person-centred care. Our work focuses particularly on improving access to ADHD and autism services, ensuring individuals receive timely, compassionate and evidence-based support across their diagnostic and post-diagnostic journey.
The Role
We are looking for an experienced and strategic Patient Support Manager to lead our Contact Centre function and shape an outstanding patient experience across every interaction. This role is central to ensuring that our patient support services are seamless, efficient and compassionate across multiple communication channels, including phone, email and written correspondence. You will provide leadership and operational oversight to Team Leaders and the wider Patient Support Team, ensuring that service standards are consistently met while driving continuous improvement.
You will combine high-level operational management with strong emotional intelligence, using service data and team insight to improve performance, strengthen quality, and enhance the overall patient journey. This is an exciting opportunity to play a pivotal role in a growing organisation where innovation, empathy and service excellence are deeply valued.
Role Responsibilities
- Leadership & Talent Development
- Lead, mentor and support Team Leaders and the wider Patient Support Team through effective coaching and development
- Build a high-performance culture focused on accountability, resilience and continuous growth
- Define and evolve meaningful KPIs that balance productivity with quality and patient-centred outcomes
- Act as a senior escalation point for complex patient concerns and service issues
- Identify skill gaps and support the design of training and development initiatives
- Data Intelligence & Strategic Insight
- Develop reporting frameworks that provide clear insight into service performance and the patient journey
- Analyse data to identify trends, bottlenecks and opportunities for improvement
- Present performance information and actionable recommendations to senior leadership
- Use workforce planning data to optimise staffing levels and ensure effective coverage across communication channels
- Lead root cause analysis on service issues and implement long-term solutions
- Quality Excellence & Compliance
- Oversee quality assurance processes to ensure interactions are empathetic, consistent and effective
- Support compliance with GDPR, confidentiality and information governance requirements
- Maintain clear and accurate operational processes across the team
- Ensure knowledge and communication guidance is standardised and accessible
- Promote high standards of professionalism, data security and service integrity
- Operational Agility & Continuous Improvement
- Oversee the day-to-day flow of work across voice, email and digital channels
- Ensure resources are used effectively to maintain service responsiveness and efficiency
- Work collaboratively with internal teams to align service delivery with wider organisational activity
- Identify and implement process improvements, automation opportunities and service enhancements
- Reduce operational friction for both patients and colleagues through smarter ways of working
- Conflict Management & Escalations
- Act as the final point of escalation for complex or sensitive patient queries
- Resolve issues professionally and compassionately, helping to restore trust and confidence
- Work across teams to improve internal workflows and strengthen the service experience
- Support effective complaint handling and ensure learning is translated into practical improvements
About You
Essential
- Proven experience leading service delivery or contact centre operations within a healthcare, mental health or similarly regulated environment
- Strong people leadership experience, with the ability to motivate, coach and develop team leaders and frontline staff
- Excellent operational judgement, with experience using data, reporting and service insight to improve performance, patient experience and team effectiveness
- Exceptional communication skills, with the ability to manage sensitive conversations, resolve escalations and build trust with patients, colleagues and stakeholders
- Strong organisational and problem-solving skills, with the ability to manage competing priorities in a fast-paced, evolving service
- A compassionate, calm and professional approach, with a clear commitment to confidentiality, high-quality care and inclusive communication
Desirable
- Experience working with ADHD, autism or wider neurodevelopmental services
- Experience overseeing multi-channel patient or customer support services, including phone and email
- Familiarity with electronic health records, case management systems or other healthcare service platforms
- Knowledge of quality assurance, complaints handling, information governance and GDPR within a healthcare setting
- Degree-level qualification or relevant training in leadership, service improvement or operations management
Our Values in Action
Our values sit at the heart of everything we do: Respect at our core, transformation in our actions, nurture in our care.
- Respect: We listen with empathy, value lived experience and communicate with honesty and care. We celebrate individuality and practise inclusive, neuroaffirmative communication.
- Transformation: We stay curious, embrace change and turn learning into action. We take ownership, pursue excellence and build trust through transparency.
- Nurture: We create emotionally safe spaces, empower confidence and invest in people’s growth. Compassion and presence guide how we work with both colleagues and patients.
Why Join RTN?
- Be part of a fast-growing organisation transforming ADHD and autism care
- Play a key role in shaping an exceptional patient support experience
- Work in a collaborative, values-driven culture
- Have real impact in a role that improves service quality, team performance and patient satisfaction
If you’re passionate about leading high-quality support services, developing people, and using insight to drive meaningful improvement, we’d love to hear from you.
Patient Support Manager in Leeds employer: RTN Mental Health
At RTN Mental Health, we pride ourselves on being an exceptional employer dedicated to transforming mental health services across the UK. Our remote work culture fosters collaboration and innovation, allowing you to make a real impact in improving patient experiences while enjoying a supportive environment that prioritises employee growth and development. Join us to be part of a values-driven team where respect, transformation, and nurturing are at the core of our mission.
StudySmarter Expert Advice🤫
We think this is how you could land Patient Support Manager in Leeds
✨Tap into Local Healthcare Networks
Getting involved with local healthcare communities is a game-changer for nursing roles. Join nursing associations or attend local events and workshops where you can meet fellow professionals and potential employers. It’s all about building those connections – your next full-time gig could be just a chat away!
✨Showcase Your Skills in Real-Life Settings
Consider volunteering at clinics or hospitals if you can squeeze in some time. Not only does this help you gain practical experience, but it also shows your commitment to patient care. Plus, it’s a fantastic way to network and potentially land a full-time role at a facility you enjoy!
✨Use LinkedIn like a Pro
Make your LinkedIn profile pop by highlighting your nursing skills prominently. Share articles, insights, or case studies that demonstrate your knowledge in patient care. Engaging with content in nursing forums can also put you on the radar of recruiters looking for full-time talent like you!
✨Direct Applications are Key!
When you spot a role that excites you, don't hold back – apply directly through our website! Tailor your application to show off how your specific experiences align with the needs at RTN Mental Health for the Patient Support Manager role. Companies appreciate candidates who take initiative and show genuine interest!
We think you need these skills to ace Patient Support Manager in Leeds
Some tips for your application 🫡
Show Off Your Qualifications:When applying for a full-time nursing role with RTN Mental Health, it's crucial to highlight your nursing qualifications. Make sure to include any relevant certifications, such as your NMC registration and any specialisations. List them front and centre on your CV so we can see your expertise at a glance!
Craft a Compassionate Cover Letter:Your cover letter is the perfect place to express your passion for patient care. Talk about your experiences, how you handle challenging situations, and your approach to teamwork. This gives us insight not just into your skills but also into your caring nature, which is essential in nursing.
Emphasise Soft Skills:In nursing, technical skills are important, but we're also keen on soft skills. Make sure to highlight your communication abilities, empathy, and problem-solving skills. These attributes are often just as critical in delivering exceptional patient care and will help differentiate you from other candidates.
Tailor Your Experience to Patient Care:When detailing your experience, be specific about your direct patient care roles. Focus on the impact you’ve made on your patients’ lives—mention specific tasks, challenges you've overcame, or improvements you’ve contributed to. This helps us visualise you in action at RTN Mental Health, and how you can make a difference!
How to prepare for a job interview at RTN Mental Health
✨Brush Up on Clinical Scenarios
In nursing, you might face questions around patient scenarios, so sharpen your clinical judgment skills. Think through common cases—like managing a patient with specific needs or handling emergencies—and be ready to articulate your approach confidently.
✨Showcase Your Soft Skills
Beyond technical skills, nursing is all about communication and empathy. Prepare to share examples from your experiences that highlight your ability to connect with patients and work effectively in a team, as this is crucial for a full-time role at RTN Mental Health.
✨Familiarise Yourself with Healthcare Regulations
Make sure you're up to speed with the latest healthcare regulations and policies relevant to your role. This knowledge not only shows your commitment to patient safety but also signals that you're proactive and engaged—qualities that full-time employers like RTN Mental Health appreciate.
✨Ask AboutCareer Development Opportunities
Since this is a full-time position, show your ambition by asking how RTN Mental Health supports growth and development. Inquire about ongoing training, mentorship programmes, or opportunities to specialise in particular areas, as this illustrates your long-term interest in nursing.
