verkind
Patient Support Team Lead
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Experienced Patient Support Team Lead
We’re looking for an experienced Patient Support Team Lead to lead and inspire our Customer Service team at a fast-growing, specialist telehealth clinic transforming how patients access medicinal cannabis care. This is a commercially focused people leadership role for someone who can balance exceptional patient experience with strong conversion, retention and operational performance.
Role Summary
You’ll lead the patient journey from initial enquiry through to consultation booking, becoming an active patient and ongoing engagement. The ideal candidate will have recent experience managing a customer-facing team, alongside a strong track record in sales, conversion, retention and KPI-driven environments.
Applicants must be happy to commute to the Coventry office twice a week.
Key Responsibilities
Team Leadership
- Lead, coach and develop the team through regular 1:1s, feedback, performance management and development.
- Set clear objectives and manage performance against agreed KPIs.
- Manage recruitment, onboarding, attendance, training and team capacity.
- Build a culture of accountability, ownership and continuous improvement.
Sales, Conversion & Retention
- Own the lead-to-patient conversion funnel, ensuring leads are contacted and followed up effectively.
- Coach the team on customer conversations, objection handling and conversion.
- Monitor pipeline performance and identify barriers to conversion and patient drop-off.
- Develop re-engagement strategies for incomplete, lost and inactive leads.
- Identify opportunities to improve patient retention, engagement and reduce churn.
- Ensure all conversion activity remains appropriate for a regulated healthcare environment.
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Patient Experience
- Ensure patients receive timely, professional and supportive service throughout their journey.
- Oversee support across bookings, prescriptions, payments, pharmacy and delivery queries.
- Monitor service levels, response times, complaints and patient satisfaction.
- Identify recurring issues and lead improvements to the patient experience.
Operations & Improvement
- Monitor the patient journey and identify bottlenecks, capacity issues and opportunities for improvement.
- Ensure Salesforce and Medistack data is accurate and consistently maintained.
- Use performance data to improve conversion, retention, productivity and service quality.
- Work with Clinical and Operations teams to manage demand and consultation capacity.
- Work with the pharmacy partner to resolve any patient prescription issues and mitigate delays in patient access.
Key Performance Measures
- Lead response and contact rates
- Lead → booking and lead → active patient conversion
- Sales/conversion performance
- Patient retention, re-engagement and churn
- Consultation attendance
- Response and resolution times
- Patient satisfaction and complaints
- Salesforce pipeline and data quality
- Team productivity and quality
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Person Specification
Essential
- Recent experience managing a customer-facing team, ideally in sales, customer service, contact centre, customer success or patient support.
- Proven people management experience, including coaching and performance management.
- Strong experience working in a target and KPI-driven environment.
- Demonstrable experience in sales, conversion, lead management and/or customer acquisition.
- Experience managing retention, re-engagement or customer lifecycle performance.
- Strong CRM experience, ideally Salesforce.
- Confident using data to identify trends and improve performance.
- Excellent communication, organisation and problem-solving skills.
- Commercially minded, with the ability to balance patient experience, conversion and retention.
- Able to commute to the Coventry office twice per week.
Desirable
- Experience within private healthcare, telehealth or another regulated environment.
- Experience with Salesforce and patient management systems.
- Experience managing both conversion and ongoing customer/patient support.
- Understanding of CQC-regulated healthcare services.
Candidates must be eligible to work in the UK on application.
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