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- 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.
- Why this job: Make a real impact on patient experiences and service quality in a growing field.
- Qualifications: Experience in healthcare service delivery and strong leadership skills required.
- Other info: Be part of a values-driven culture focused on respect, transformation, and nurturing.
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 employer: RTN Mental Health
Contact Detail:
RTN Mental Health Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Patient Support Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the mental health field, attend relevant events, and engage with professionals on platforms like LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching RTN Mental Health thoroughly. Understand their mission, values, and recent developments. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 3
Practice your communication skills! As a Patient Support Manager, you'll need to handle sensitive conversations with empathy. Role-play common scenarios with a friend or mentor to build your confidence and refine your approach.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining RTN Mental Health and contributing to their mission of transforming care.
We think you need these skills to ace Patient Support Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Patient Support Manager role. Highlight your experience in leading service delivery and how it aligns with our mission at RTN Mental Health. We want to see how you can bring your unique skills to our team!
Showcase Your Leadership Skills: In your application, emphasise your people leadership experience. Share examples of how you've motivated and developed teams in the past. We value strong leaders who can foster a high-performance culture, so let us know how you’ve done this before!
Demonstrate Your Compassionate Approach: Since this role is all about patient support, it's crucial to convey your compassionate and professional approach in your written application. Use specific examples to illustrate how you've handled sensitive conversations or resolved complex issues with empathy.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. This way, we can easily track your application and ensure it gets the attention it deserves. Plus, it shows you're keen on joining our team at RTN Mental Health!
How to prepare for a job interview at RTN Mental Health
✨Know the Company Inside Out
Before your interview, take some time to research RTN Mental Health. Understand their mission, values, and the specific services they provide, especially around ADHD and autism. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Showcase Your Leadership Skills
As a Patient Support Manager, you'll need to demonstrate strong leadership abilities. Prepare examples from your past experiences where you've successfully led a team, resolved conflicts, or improved service delivery. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Emphasise Emotional Intelligence
Given the nature of the role, emotional intelligence is key. Be ready to discuss how you've handled sensitive situations with patients or team members. Highlight your ability to listen empathetically and communicate effectively, as these skills are crucial for building trust and rapport.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the company culture, team dynamics, and how success is measured in the role. This shows that you're not just interested in the job, but also in how you can contribute to the team's success and align with their values.