Pharmacy Support Lead (Healthcare)

TL;DR

Pharmacy Support Lead (Healthcare): Managing and developing a team of Pharmacy Support Coordinators to optimize the patient experience at a medical cannabis clinic with an accent on operational improvements and service quality. Focus on leading high-performing teams, handling complex patient escalations, and collaborating with clinical and governance teams to scale support operations.

Location: Winnersh, UK (Hybrid/On-site)

Salary: £55K – £60K

Company

hirify.global is a leading digital health company specialising in cannabis-based medicines, dedicated to improving patient access to safe and effective treatments.

What you will do

• Lead, coach, and develop the Pharmacy Support team on a daily basis.
• Own service quality, performance, and overall service levels.
• Act as the primary escalation point for complex patient cases and complaints.
• Run QA activities, including call reviews and ticket audits.
• Collaborate with Pharmacy, Clinical, Governance, and Technology teams to continuously improve the patient experience.

Requirements

• Background leading customer support, patient support, contact centre, or healthcare operations teams.
• Experience working in a regulated environment with strong adherence to policies and quality standards.
• Comfortable working with data, reporting, and performance metrics.
• Confident in managing escalations and complaints.
• Strong organisational skills and excellent attention to detail.

Culture & Benefits

• Generous leave: 25 days holiday (increasing to 30 after three years) plus 8 bank holidays.
• Pension matching: Up to 5% employer matching contributions.
• Flexibility and wellness: Work-from-home options, cycle-to-work scheme, and private healthcare.
• Growth opportunities: Support to grow skills and impact through cross-team collaboration and representing the company at events.
• Enhanced maternity and paternity leave.