Patient Service Advisor Team Leader
$27,237–$27,237 year
On-siteKingston upon Thames, England, United Kingdom
Job Summary
Lead and support a team of Patient Services Advisors while managing inbound and outbound patient calls as part of daily operational activity. Monitor KPIs, quality measures, and service standards to drive high performance, conduct appraisals and one-to-ones, and support colleague development. Drive service improvements and efficiencies to enhance the patient experience, taking ownership of Connected Care pathways and associated reporting. Support workforce planning, resource allocation, and operational improvements, deputising for the Head of Patient Services when required. This role involves leading change and ensuring high standards of quality and compliance across all interactions at New Victoria Hospital.
Required Qualifications
- Experience leading or supervising a customer service, administration or patient services team
- A genuine desire to manage, coach and develop others
- Experience managing performance against KPIs and quality standards
- Strong communication, organisation and stakeholder management skills
- A passion for delivering exceptional patient experiences
- Confidence leading change and driving continuous improvement
- Good IT skills, including Microsoft Office
- Experience leading or supervising a customer service, administration or patient services team
- A genuine desire to manage, coach and develop others
- Experience managing performance against KPIs and quality standards
- Strong communication, organisation and stakeholder management skills
- A passion for delivering exceptional patient experiences
- Confidence leading change and driving continuous improvement
- Good IT skills, including Microsoft Office
Desired Qualifications
- Healthcare, hospital or patient administration experience
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