MAMEDICA®
Patient Onboarding Team Manager
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About the Company
MAMEDICA is a UK based digital healthcare provider specialising in medical cannabis. We operate a private clinic in Central London alongside our own pharmacy, supplying prescription only cannabis-based medicines, to eligible patients following specialist assessment, across a range of conditions including chronic pain, psychiatry, neurology, palliative care and cancer.
Our experienced team of specialist doctors, pharmacists and patient support coordinators provide clinical care, advice and support throughout every patient's treatment journey. MAMEDICA is regulated by the Care Quality Commission (CQC), General Pharmaceutical Council (GPhC), Medicines and Healthcare products Regulatory Agency (MHRA) and the Home Office.
In June 2026 MAMEDICA was listed in The Sunday Times annual list of Britain's fastest growing companies, coming in at number 8.
About the Role
Role Summary
The Patient Onboarding Team Manager holds overall responsibility for the performance, quality, and strategic direction of the Patient Onboarding function. You will lead the Onboarding Team Lead(s) and, through them, the wider onboarding team, ensuring the department consistently delivers an exceptional, compliant, and efficient patient journey from first enquiry through to becoming a subscribing patient. This role combines strategic planning and departmental leadership with accountability for achieving Patient Onboarding Targets, KPIs, resourcing, compliance, and continuous improvement, working closely with senior leadership to align onboarding operations with wider organisational growth objectives. You will report to Operations Director.
Responsibilities
- Ensure that individual and team Patient Onboarding targets are met.
- Help meet organisational targets to support the continued growth of the business.
- Contribute to management meetings where required, providing updates on team performance, risks, and improvement opportunities as well as progress in terms of reaching targets.
- Support the design and rollout of process improvements, new initiatives, and system changes within the onboarding function.
- Report on team performance, trends, and patient feedback to senior leadership.
- Collaborate with other departments to ensure a joined-up patient journey and increase in number of patient intake.
- Identify and develop opportunities to partner to increase our Patient intake.
- Manage new patient registrations from initial enquiry through to confirmed appointment booking.
- Directly manage and ensure that patient onboarding journey is completed optimally and as efficiently as possible. This includes managing the Clinical Records team performance and increasing the number of eligible patients.
- Liaise with patients via inbound and outbound calls, email, and other channels, responding to queries promptly and accurately via Zendesk.
- Guide patients through the registration and eligibility review process, clearly explaining next steps and requirements.
- Contact and follow up with patients who have expressed interest in registering with us.
- Book patients in for their initial consultation and manage the appointment diary to ensure no scheduling gaps.
- Liaise with the Clinical Records team to ensure Summary Care Records (SCR) are sourced and other relevant clinical information required to support onboarding is provided.
- Chase outstanding pre-appointment documentation, ensuring all required records are received in good time. Chase outstanding incomplete registrations.
- Accurately maintain and update patient records within Pharmedica, always ensuring data integrity.
- Identify and escalate any safeguarding concerns, complex cases, or service risks in line with organisational policy.
- Monitor individual KPIs relating to onboarding turnaround times, number of patients onboarded successfully, patient satisfaction, and data accuracy.
- Support the wider team with queries relating to our onboarding.
- Contribute to the continuous improvement of onboarding processes, workflows, and patient communications.
- Carry out any other reasonable duties as requested by the company and / or your line manager.
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Qualifications
Qualifications & Experience
- Relevant management or leadership qualification (e.g. ILM Level 5, CMI, or equivalent) is desirable.
- Degree in a relevant field (e.g. Business, Healthcare Management) is desirable but not essential.
- At least 3 years of experience managing a customer service, sales, or patient-facing team within a call centre, healthcare, or similar fast-paced environment.
- Proven experience managing managers or team leads, with demonstrable success developing leadership capability within a team.
- Track record of setting and delivering departmental KPIs and targets, with strong commercial and performance awareness.
- Experience owning or contributing to resourcing plans, and workforce planning.
- Experience within a healthcare, private clinic, or regulated services environment strongly preferred.
- Confident user of MS Office (Outlook, Word, Excel) and CRM and / or CX / CS systems.
- An interest in or background within specialist healthcare services (e.g. medical cannabis, private healthcare, or similar) is preferred but not essential.
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Required Skills
Skills & Attributes
- Strong strategic thinking, with the ability to translate organisational goals into departmental plans and actions.
- Excellent leadership and people management skills, with experience developing and empowering managers.
- Strong analytical skills, with the ability to interpret performance data and identify trends, risks, and opportunities.
- High attention to detail and a strong commitment to quality and compliance standards.
- Sound commercial acumen and understanding of how departmental performance drives organisational growth.
- Strong written and verbal communication skills, with the ability to influence and present to senior stakeholders.
- Resilient, adaptable, and confident making decisions under pressure, particularly on complex escalations.
- Sound understanding of UK GDPR and patient confidentiality requirements.
- Change management skills, with experience leading process improvement or transformation initiatives.
Preferred Skills
- Experience within a healthcare, private clinic, or regulated services environment strongly preferred.
- An interest in or background within specialist healthcare services (e.g. medical cannabis, private healthcare, or similar) is preferred but not essential.
This role may be subject to a DBS check in line with organisational policy.
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