Pharmacy Experience Lead

Role Overview

The Pharmacy Experience Lead plays a crucial role in ensuring every prescription is handled with care, maintaining a patient-centric approach throughout their treatment journey. This leadership position involves managing the daily operations of the Pharmacy Support team to deliver timely, empathetic, and high-quality support. Utilizing data insights, patient feedback, and direct coaching, the Lead improves team performance and eliminates obstacles in patient communications related to their prescriptions.

Key Responsibilities

• Provide leadership, mentorship, and development opportunities for the Pharmacy Support team, fostering a culture focused on patient care and high achievement.
• Oversee daily team operations, including resource planning and managing workloads efficiently.
• Lead recruitment, onboarding, and the continued growth of team members through regular coaching sessions, performance evaluations, and career guidance.
• Promote a collaborative and accountable working environment that pursues continuous enhancement.
• Guarantee patients experience smooth, professional, and compassionate service throughout their prescription processing.
• Manage timely resolution of pharmacy queries, including prescription rewrites, delivery concerns, stock problems, and escalated patient issues.
• Implement strategies to improve patient communication, minimize unnecessary interactions, and increase patient satisfaction.
• Analyze customer feedback and complaints to identify trends and recommend improvements.
• Track and evaluate performance indicators such as response times, quality standards, productivity, backlog control, and patient satisfaction levels.
• Detect operational challenges and deploy scalable process enhancements to boost efficiency.
• Lead continuous improvement projects within pharmacy operations.
• Maintain adherence to established procedures, standard operating protocols, and quality criteria.
• Collaborate with broader Operations teams to refine workflows impacting the patient experience.
• Conduct thorough quality audits including ticket reviews, call monitoring, and compliance checks.
• Assist in investigating complaints, incidents, and significant events, executing preventive measures when necessary.
• Ensure full compliance with regulatory guidelines, company policies, and governance frameworks.
• Identify training necessities and develop plans to enhance quality consistency.

Required Qualifications and Experience

• Demonstrated experience leading teams in high-volume customer service or operational support environments.
• Proven leadership abilities, including coaching and personnel development.
• Experience in managing key performance metrics and driving operational excellence.
• History of successfully implementing process improvements and managing change.
• Exceptional communication skills, both verbal and written.
• Strong analytical capabilities with the ability to use operational data to inform and drive decision-making.
• Highly organized with meticulous attention to detail.
• Capability to operate effectively in a dynamic, fast-paced setting.

Preferred Experience

• Background in healthcare, pharmacy, or a regulated sector.
• Familiarity with Zendesk or comparable Customer Relationship Management (CRM) systems.
• Knowledge of pharmacy operations or prescription management processes.
• Experience collaborating with cross-functional teams including technology and product departments.

Compensation and Benefits

• Annual leave starting at 25 days, increasing to 27 after one year and 30 after three years, plus standard public holidays.
• Employer pension contributions matched up to 5%.
• Flexible work options including the possibility to work remotely, cycle-to-work schemes, and private healthcare.
• Opportunities for professional growth through cross-team collaborations and representation at events, with ongoing support for skill development and career impact.
• Enhanced maternity and paternity leave policies.

About Montu UK

Montu UK is a pioneering digital health organization focused on cannabis-based medicines (CBPM), aimed at improving patient access to safe, effective therapies. Our goal is to revolutionize treatment options by integrating advanced technology with premium clinical services, ensuring patients receive care tailored to their unique needs during their healthcare journey. As a rapidly expanding company, we nurture a team-oriented and supportive workplace culture where professionals can grow and contribute to transforming healthcare.