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.
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)
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.
