Patient Services Lead - Clinical Operations

The Patient Services Lead provides a key leadership function within the Operations Team, positioned between the Service Lead and the Patient Services Coordinators. The role holds responsibility for overseeing the effective management of patient reports and supporting the wider enquiries function to ensure that all communication,documentation and administrative processes are delivered to a consistently high standard.

This role leads the Patient Services Coordinators, ensuring reports are produced accurately, quality-checked and within the requiredtimeframes. Alongside this, the Patient Services Leadmaintainsoversight of the enquiries team workflow, supporting the delivery of clear,timelyand supportive communication to patients,families and external professionals.

The Patient Services Lead must bring hands-on management experience within a healthcare operations environment, with an understanding of appointment bookings, enquiries, questionnaires, reporting workflows and patient pathway management. Working collaboratively with the Service Lead, operationscolleaguesand clinicians, the postholder will support service improvements, uphold operationalqualityand contribute to a positive patient experience throughout the diagnostic journey.

• Line manage, support and develop theteam of Patient Services Coordinators.
• Conduct regular 1:1s, provide constructive feedback and guide performance and development.
• Support onboarding and training of new team members within the Patient Services function.
• Lead probation reviews, setting goals and monitoring progress.
• Foster a positive,collaborative and supportive team environment.
• Conduct orparticipatein any formal meetingsrequiredas the line manager.

• • Oversee the accurate,timelyand high-quality production of patient reports using our software,Semble.
• • Ensure coordinatorsmaintainaccuratetracking tools,documentation and workflow systems.
• • Monitorworkload distribution and report queues tomaintainefficient turnaround times.
• • Support the quality assurance of reports, checking for accuracy,consistency and adherence to standards.
• • Identify delays, bottlenecks or issues within report workflows and resolve or escal ate appropriately.

• • Provide operational oversight to the enquiries team, ensuringtimelyand professional responses.
• • Act as an escalation point for complex or sensitive enquiries from patients,families and referrers.
• • Ensure clear,consistent and patient-centred communication across all channels.
• • Support the alignment of enquiries processes with clinical operations,administration and scheduling workflows.

• • Address challenges relating to report production, enquiries management or workflow coordination.
• • Implement solutions to reduce delays, improveconsistencyand strengthen operational efficiency.
• • Work proactively toidentifytrends, recurrent issues or system limitations and recommend improvements.
• • Collaborate with the Service Lead and wider teams tomaintainsmooth patient pathways.

• • Ensure all documentation, data entry and communication processes meet internal quality standards.
• • Maintain oversight of GDPR compliance,confidentiality and secure data handling.
• • Support regular audits of report-related and enquiry-related workflows.
• • Ensure consistent adherence to KT Healthcare policies,procedure sand clinical governance standards.

• • Identify opportunities to strengthen reporting workflows, enquiryprocessesand cross-team communication.
• • Monitor performance data, track keytrendsand provide updates or recommendations to the Service Lead.
• • Contribute to initiatives aimed at improving patient experience, cliniciansatisfactionand operational efficiency.
• • Support ongoing development of the Patient Services function as services grow and evolve.

• Must have…