Pharmacy Experience Lead (Healthcare)

TL;DR

Pharmacy Experience Lead (Healthcare): Leading the day-to-day operations of the Pharmacy Support function to ensure a seamless patient journey with an accent on operational efficiency and team leadership. Focus on optimizing KPIs, removing friction from the prescription process, and implementing scalable process improvements.

Location: Hybrid (Winnersh or London, UK)

Company

A leading digital health company specialising in cannabis-based medicines (CBPM), dedicated to improving patient access to safe and effective treatments.

What you will do

• Lead, coach, and develop the Pharmacy Support team to foster a high-performing, patient-focused culture.
• Manage day-to-day operations, including resource planning and workload management.
• Oversee the timely handling of pharmacy enquiries, prescription rewrites, delivery queries, and patient escalations.
• Monitor KPIs such as response times, quality, and productivity to identify and resolve operational bottlenecks.
• Conduct regular quality audits and ensure compliance with regulatory requirements and SOPs.
• Collaborate with Pharmacy, Clinical, and Technology teams to improve patient journey workflows.

Requirements

• Experience leading high-volume customer service or operational support teams.
• Proven track record of managing KPIs and driving operational performance.
• Strong leadership skills with experience in coaching and people development.
• Experience implementing process improvements and managing change.
• Strong analytical skills and high attention to detail.
• Must be based in or able to work hybridly from Winnersh or London, UK.

Nice to have

• Experience within healthcare, pharmacy, or another regulated industry.
• Proficiency with Zendesk or similar CRM platforms.
• Knowledge of pharmacy operations or prescription management.
• Experience working with cross-functional technology and product teams.

Culture & Benefits

• Generous leave: 25 days holiday (increasing up to 30 days based on tenure) plus bank holidays.
• Pension matching up to 5% employer contributions.
• Private healthcare and cycle-to-work scheme.
• Flexible work-from-home options.
• Enhanced maternity and paternity leave.
• Support for continuous professional growth and skill development.