Role:
Patient Services Lead
Department:
Patient Services
Location:
Elanic Hospital, Elanic Clinic and Elanic Consulting Suites
Bath Street, Glasgow
Reports To:
Operations Manager
Responsible For:
Patient Services Advisors and other designated front-of-house and administrative team members
About Elanic
Elanic is an independent healthcare provider based in Glasgow city centre, delivering high-quality private healthcare services across Elanic Hospital, Elanic Clinic and Elanic Consulting Suites.
Together, our facilities provide outpatient consultations, diagnostics, day-case procedures and inpatient surgical care, supporting patients throughout every stage of their healthcare journey.
Operating from Bath Street, Elanic has developed into one of Scotland's leading independent healthcare providers, combining modern facilities, advanced technology and an experienced multidisciplinary team committed to delivering outstanding patient care and service.
Elanic works in partnership with all major private medical insurers, self-pay patients, corporate organisations and NHS Health Boards, providing timely access to high-quality healthcare. We also play an important role in supporting NHS waiting list initiatives across a range of specialties, helping patients access treatment more quickly through nationally and locally commissioned services.
Our services span a wide range of specialties including Orthopaedics, General Surgery, Plastic and Cosmetic Surgery, Bariatric Surgery, Ear, Nose and Throat (ENT), Gynaecology and other medical and surgical specialties.
At Elanic, our vision is to deliver safe, effective and person-centred healthcare, underpinned by exceptional customer service, continuous improvement and operational excellence. Every member of our team plays an important role in ensuring patients receive a professional, compassionate and seamless experience.
About the Role
The Patient Services Lead is responsible for the day-to-day leadership and operational management of the Patient Services Team.
The Patient Services Team provides front-of-house, outpatient and administrative support throughout the patient journey. The team communicates directly with patients by telephone, email, text message and face-to-face, while also working closely with consultants, clinical teams, NHS Health Boards, insurers and external organisations.
As Patient Services Lead, you will ensure the team consistently delivers an exceptional patient experience whilst maintaining high standards of accuracy, efficiency and compliance. You will lead by example, coach and develop team members, monitor performance and ensure departmental processes operate effectively.
This is a hands-on leadership role where you will actively support the team during busy periods while driving service improvements and maintaining operational excellence.
The role requires flexibility and will include a mixture of early mornings, evenings and occasional weekend working.
Key ResponsibilitiesLeadership and Team Management
- Lead, motivate and support the Patient Services Team on a day-to-day basis.
- Manage staffing levels and daily workload allocation.
- Prepare and manage departmental rotas.
- Conduct probation reviews, one-to-one meetings and annual appraisals.
- Monitor attendance, timekeeping and performance.
- Coach and develop team members to achieve high standards.
- Identify training requirements and maintain competency records.
- Support recruitment, onboarding and induction of new colleagues.
- Foster a positive, collaborative and high-performing team culture.
- Deal with employee performance issues in accordance with company policies.
Patient Experience
- Ensure every patient receives a welcoming, professional and compassionate experience.
- Promote excellent customer service across all communication channels.
- Support the team with complex patient enquiries and complaint resolution.
- Ensure patients receive accurate and timely information.
- Monitor patient feedback and implement improvements.
- Work collaboratively with consultants and clinical teams to resolve patient issues.
- Promote patient dignity, privacy and confidentiality at all times.
Operational Management
- Oversee the daily operation of Patient Services across all Elanic sites.
- Ensure reception desks, telephones and shared inboxes are appropriately staffed.
- Monitor workload and ensure tasks are completed within agreed service standards.
- Lead daily operational briefings where appropriate.
- Ensure effective communication between departments.
- Identify operational risks and escalate where required.
- Provide hands-on operational support when necessary.
Governance and Compliance
- Ensure compliance with all company policies and Standard Operating Procedures.
- Promote compliance with Data Protection legislation and information governance.
- Ensure patient identification procedures are consistently followed.
- Oversee the accurate handling, scanning and storage of patient documentation.
- Support investigations relating to complaints, incidents and data breaches.
- Complete departmental audits and quality assurance checks.
- Maintain training, competency and audit records.
- Support regulatory inspections and governance reviews.
- Ensure compliance with Health & Safety, Fire Safety and Infection Prevention procedures.
Continuous Improvement
- Monitor departmental performance against agreed Key Performance Indicators.
- Analyse service performance and identify opportunities for improvement.
- Lead departmental improvement initiatives.
- Encourage staff engagement in service improvement.
- Maintain departmental action plans.
- Support the review and development of departmental procedures.
- Promote a culture of continuous improvement and operational excellence.
Front of House and Outpatient Responsibilities
The Patient Services Lead will oversee and, where required, undertake the following activities:
- Welcome patients and visitors to Elanic.
- Register patients attending appointments and treatments.
- Complete patient identification and Data Protection checks.
- Answer and direct incoming telephone calls.
- Manage departmental email inboxes.
- Schedule consultant clinics and outpatient appointments.
- Book diagnostic investigations and follow-up appointments.
- Communicate appointment details and patient instructions.
- Support the completion and distribution of consultant correspondence.
- Ensure consultation letters are processed within agreed timescales.
- Receive, process, scan and upload patient documentation.
- Support referrals received from private patients, insurers, GPs and NHS Health Boards.
- Coordinate patient arrivals and waiting areas.
- Support contractor and visitor sign-in procedures.
- Maintain professional reception and patient-facing areas.
- Collate consultant activity and charging information for Finance.
- Schedule future appointments and investigations.
- Support patients with appointment queries and general enquiries.
- Ensure enquiries are followed through to completion or appropriately escalated.
Financial and Administrative Responsibilities
- Support accurate patient charging and invoicing processes.
- Ensure outpatient payments are processed in accordance with company procedures.
- Monitor insurance authorisations relating to outpatient activity.
- Ensure consultant activity is accurately recorded.
- Work collaboratively with the Finance Team to resolve discrepancies.
- Escalate payment queries where appropriate.
- Promote administrative accuracy and minimise errors.
- Ensure charging information is provided to Finance within agreed timescales.
Essential Skills and Experience
- Previous experience leading or supervising a customer service or administration team.
- Outstanding customer service skills.
- Professional, approachable and positive attitude.
- Strong leadership and people management skills.
- Excellent verbal and written communication skills.
- Excellent telephone manner.
- Strong organisational and time management skills.
- Ability to prioritise workload in a fast-paced environment.
- High attention to detail.
- Strong problem-solving skills.
- Ability to remain calm under pressure.
- Experience providing coaching and performance feedback.
- Ability to manage confidential information appropriately.
- Strong Microsoft Office skills including Outlook, Word and Excel.
- Ability to learn new software and patient management systems quickly.
- Flexible approach to working hours.
Desirable
- Experience within private healthcare or hospital administration.
- Previous experience managing reception or patient administration teams.
- Knowledge of private medical insurance processes.
- Knowledge of NHS referral pathways.
- Experience managing rotas and staffing.
- Experience conducting appraisals and performance reviews.
- Customer service or leadership qualification.
- Knowledge of healthcare governance and information governance.
- Experience using healthcare management systems.
The post holder will be expected to:
- Comply with all Elanic policies, procedures and professional standards.
- Maintain patient confidentiality at all times.
- Treat patients, visitors and colleagues with dignity and respect.
- Work flexibly to meet the needs of the business.
- Undertake any other reasonable duties appropriate to the role.
This job description outlines the principal duties and responsibilities of the position. It is not intended to be exhaustive and may be amended from time to time to reflect changes in organisational or operational requirements.
Pay: £35,000.00 per year
Benefits:
- Company pension
- Employee discount
- Private medical insurance
- Sick pay
Experience:
- Team Leadership: 2 years (required)
Work Location: In person
