Montu UK is hiring a Customer Experience Manager (Digital Clinic)

The Patient Experience Coordinator (Digital Health) serves a critical function in managing the everyday clinic services and Patient Support Team at Montu. This strategic position demands a forward-thinking, patient-centric professional who excels in team management, streamlining operational processes, and maintaining superior patient care standards. As a core member of Montu's inaugural UK leadership team, the Clinic Manager will direct the establishment, expansion, and performance of clinical operations, guaranteeing efficiency and alignment with regulatory frameworks. Ideal candidates possess experience in high-growth environments or fast-evolving organizations, comprehending the distinctive challenges of onboarding in dynamic settings. The successful candidate will be a proactive problem solver, adaptable communicator, and someone passionate about connecting team members with purpose and clarity. A strategic approach to motivating distributed teams is paramount, requiring innovative thinking to ensure team engagement, inspiration, and perceived value. Key responsibilities: - Guiding, developing, and supporting the Patient Support Coordinator team to facilitate seamless clinic operations - Managing recruitment, integration, and professional development of new personnel through consistent team meetings and performance evaluations - Overseeing delivery of responsive, respectful, and efficient patient support services meeting internal quality metrics and regulatory standards - Ensuring timely management of appointment scheduling, follow-ups, prescription inquiries, clinical escalations, and resolution processes - Conducting periodic quality assessments including call monitoring and patient feedback reviews to identify training opportunities and service enhancements - Tracking and addressing significant incidents, events, and patient concerns in collaboration with Governance leadership - Guaranteeing prompt and effective resolution of patient queries while collecting feedback and identifying improvement opportunities - Providing operational and administrative support to clinicians to maintain exceptional patient care standards - Enforcing organizational policies, standard operating procedures, and regulatory compliance while interfacing with technical support and product teams - Collaborating with leadership to conceptualize and implement innovative service improvement strategies, measuring operational performance impacts - Participating in required professional meetings and maintaining mandatory training and policy familiarity Skills, experience and qualifications: - Capability to analyze performance indicators and effectively address individual and team performance trends - Innovative approach to team motivation reflecting startup culture - Demonstrable leadership experience in healthcare management - Background in highly regulated industries with strict policy adherence - Proven team development capabilities - Advanced technological proficiency, including electronic health record systems - Exceptional organizational and detail-oriented skills - Communication effectiveness under high-pressure environments - Experience in high-volume support centers What we offer: - Competitive salary (£55,000) - 25 days holiday (increasing to 27 days after one year & 30 after 2 years service) plus bank holidays - 5% matched pension - Cycle-to-work scheme - Professional development opportunities - Dynamic and supportive work environment About Montu Montu UK represents a pioneering digital health organization specializing in cannabis-based medicinal treatments. We are dedicated to transforming patient experiences by improving treatment accessibility and delivering exceptional care standards. Our dynamic workplace provides an ideal environment for professional growth while creating meaningful patient impact. Compensation Range: £50K - £55K