Patient Support Team Lead

As a Patient Support Team Lead at Montu UK, you'll be responsible for overseeing a team of Patient Support Coordinators, ensuring they provide exceptional patient care. This includes managing daily workflows, conducting performance reviews, and serving as the first line of escalation for complex patient issues. You'll also monitor KPIs, support recruitment and training of new team members, and work on continuous improvements in service delivery.

To be considered for the Patient Support Team Lead position at Montu UK, you'll need at least 2 years of experience in a customer-facing or support role, ideally with some leadership experience. Strong interpersonal and communication skills are essential, along with the ability to manage multiple priorities in a calm and solution-focused manner. Experience in healthcare or regulated industries is a plus but not required.

The Patient Support Team Lead role at Montu UK offers a hybrid working model that allows you to work both from home and in our Winnersh office. This flexibility is designed to help you balance professional responsibilities and personal commitments, all while ensuring you stay connected with your team and the company’s goals.

When you join Montu UK as a Patient Support Team Lead, you can expect comprehensive support through onboarding and training for new team members. You'll receive guidance from experienced leaders and will have access to resources that help you settle into your role effectively while fostering a collaborative environment within your team.

Montu UK prides itself on fostering a supportive and dynamic culture. As a Patient Support Team Lead, you'll be part of a team that values compassionate care, operational excellence, and continuous improvement. The company encourages collaboration and development, providing a space for you to make a meaningful impact on patient lives.

To motivate my team as a Patient Support Team Lead, I would focus on creating an inclusive and positive environment. I would regularly hold one-on-one meetings to understand their individual goals and challenges and provide necessary resources and recognition for their achievements. Encouraging open communication and collaboration will also foster a sense of belonging and drive performance.

In my previous roles, I have successfully handled diverse patient queries and escalations. I ensure a timely response and prioritize patient needs while remaining calm under pressure. Utilizing effective communication skills, I listen to patients attentively, addressing their concerns and connecting them to the right resources promptly.

I believe in using both quantitative and qualitative metrics to monitor team performance. By tracking key performance indicators such as response times and patient satisfaction ratings, as well as conducting regular team meetings for feedback, I can identify areas for improvement and recognize outstanding contributions.

In a previous position, I encountered resistance during a process change among my team. To overcome this, I organized a team meeting to discuss concerns, gather feedback, and collaboratively seek solutions. By being transparent about the benefits of the change and allowing team input, we made a smoother transition and ultimately improved service delivery.

Compliance is critical in patient support roles. I stay informed about CQC standards and data protection laws and ensure my team receives regular training on compliance. I also implement checking processes and audits to maintain high service standards and drive continuous improvement in our operations.

Successful team collaboration hinges on good communication and trust. I foster an open dialogue where team members feel comfortable sharing ideas and feedback, encouraging mutual respect and accountability, which leads to enhanced teamwork and patient service.

I see feedback as an opportunity for growth—both personally and for my team. I will actively request feedback from my team on my leadership style and decisions, and equally, I will provide constructive feedback to them in a supportive manner, creating a cycle of continuous improvement.

I am familiar with various digital management solutions like CRM systems, communication platforms, and data analytics tools crucial for monitoring KPIs. I adapt quickly to new technologies, ensuring that my team utilizes the best tools to enhance efficiency and patient support.

In a high-pressure scenario with multiple inquiries, I would remain calm and prioritize tasks based on urgency and patient needs. I would ensure effective delegation within my team, maintain clear communication, and keep patients informed about their queries’ status to handle the situation efficiently.

My vision for the Patient Support Team at Montu UK is to cultivate a culture of empathy and excellence. I aim to empower each team member to contribute positively to patient journeys, consistently seek improvements, and align our team efforts with the wider goals of Montu UK to ensure we are making a real impact on patients' lives.