Head of Patient Services

Job Title: Head of Patient Services

Are you an experienced leader with a passion for delivering exceptional patient service? Join us as the Head of Patient Services, where you'll be responsible for shaping and executing a comprehensive strategy to deliver an outstanding, consistent patient experience across all channels. In this role, you will drive excellence, operational efficiency, and quality assurance in alignment with LPCH’s strategic objectives.

Key Responsibilities:

• Strategic Planning and Implementation: Develop and implement an annual strategic plan for Patient Services that aligns with LPCH’s vision, setting performance and service levels to meet organisational objectives across voice, email, chat, patient portal, and social media channels.
• Operational Efficiency and Optimization: Lead the patient contact center to ensure optimal resource planning, cost-efficiency, and high-quality patient interactions. Proactively manage performance and enhance operational processes to handle peak demand times effectively.
• Quality of Patient Interactions: Uphold the highest standards in patient care by embedding evidence-based practices and championing the voice of the patient across the organization. Lead quality assurance processes to ensure compliance with safety standards and manage patient feedback and complaints promptly and effectively.
• Financial Management and Resource Allocation: Collaborate with the finance team to draft and monitor the Patient Services budget, identify cost-saving opportunities, and advocate for necessary resources based on patient and financial needs.
• Leadership and Team Development: Build and lead a high-performing Patient Services team by fostering a supportive, development-focused environment. Maximise team potential through coaching, performance management, and effective talent development.
• Stakeholder Collaboration: Forge strategic partnerships with key stakeholders to support a patient-first culture, ensuring that Patient Services objectives align with broader organizational goals. Participate in cross-functional initiatives to drive continuous improvement in patient care and satisfaction.

• Experience: Demonstrated experience in contact center leadership, preferably within a healthcare or patient-centred setting. Proven track record of delivering exceptional service and managing large, multi-skilled teams across various channels.
• Leadership Skills: Strong leader with a background in service-driven operations, capable of managing change and driving performance in a dynamic environment.
• Analytical & Strategic: Commercially savvy, with a focus on data-driven decision-making, strategic planning, and continuous improvement. Knowledgeable in resource planning, workforce management, and operational efficiency.
• Communication Skills: Exceptional written and verbal communication abilities to engage with senior stakeholders and team members effectively.
• Regulatory Knowledge: Working knowledge of the regulatory landscape within a patient or customer service environment, ensuring compliance and quality standards are consistently met.
• Patient-First Focus: Driven to champion a culture that prioritizes patient experience and satisfaction, fostering empathy and responsiveness in all patient interactions.