Care Fertility
Patient Services Team Leader
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Patient Services Team Leader
Location: Care Fertility London (Clinic Based)
Department: Patient Services
Reporting to: Patient Services Manager
Leadership Responsibility: Yes
Contract Type: Permanent
Hours: 37.5 hours per week. Shifts between 8-6 Including Saturdays which will be on rotation
Salary: £33,990 Inclusive of High Cost Area Weighting
Lead Exceptional Patient Experiences at Care Fertility London
At Care Fertility, we understand that every patient journey is unique. Our Patient Services teams play a vital role in ensuring patients feel supported, informed and cared for at every stage of their fertility treatment.
We're looking for an experienced and passionate Patient Services Team Leader to join our London clinic. This is an exciting opportunity for someone who thrives in a fast-paced environment, enjoys leading and developing people, and is committed to delivering exceptional service.
As a Patient Services Team Leader, you will support the day-to-day running of the Patient Services function, ensuring operational priorities are managed effectively while creating a seamless experience for our patients. You'll work closely with the Patient Services Manager, clinical teams and colleagues across the business to ensure the highest standards of service and care.
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What You'll Be Doing
As The Patient Services Team Leader, You Will
- Lead and coordinate the daily activities of the Patient Services team
- Support the recruitment, induction, training and ongoing development of team members
- Provide guidance, coaching and support to colleagues to ensure excellent performance
- Manage escalated complaints and resolve complex service issues professionally and effectively
- Ensure patients receive a responsive, personalised and compassionate experience throughout their treatment journey
- Support the delivery of departmental objectives, KPIs and service improvement initiatives
- Monitor workflows, identify bottlenecks and implement practical solutions
- Ensure compliance with Care Fertility policies, SOPs and regulatory requirements
- Provide leadership and operational support in the absence of the Patient Services Manager
About You
We're looking for a confident and professional leader who is passionate about delivering exceptional patient experiences.
You Will Have
- Experience managing or supervising teams within a customer service, healthcare, patient services or administrative environment
- Experience handling complaints and resolving service issues effectively
- Experience managing workflows, coordinating diaries and balancing competing priorities
- Experience working towards KPIs, service standards and deadlines
- Excellent organisational skills and attention to detail
- Strong written and verbal communication skills
- A proactive approach to problem-solving and continuous improvement
- GCSE English and Maths (or equivalent)
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Most importantly, you'll be a collaborative team player who embodies our values of Compassion, Collaboration and Expertise.
Why Join Care Fertility?
At Care Fertility, you'll have the opportunity to make a genuine difference to people's lives while developing your career within one of the UK's leading fertility providers.
What We Offer
- Competitive salary
- 33 days' annual leave, including public holidays
- Pension scheme
- Life assurance
- Enhanced family-friendly policies
- Retail discounts and employee benefits platform
- Wellbeing hub and support services
- Holiday trading scheme
- Ongoing learning and development opportunities
Apply Today
If you're an inspiring leader with a passion for patient care and service excellence, we'd love to hear from you.
Apply now using the link provided.
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