Patient Resolution Team Supervisor

Patient Resolution Team Supervisor (Titration)

Are you an experienced supervisor looking for your next challenge in a fast‑growing healthcare organisation? Do you thrive in a role where you can lead people, improve processes, and make a real difference to patient experience?

The Patient Resolution Team Supervisor (PRTS) supports the team delivering effective management of patient dissatisfaction. This role will act as the escalation point within the team to ensure company processes are followed. The PRTS will be the team supervisor of the Patient Resolution Specialist and will monitor team leave and conduct PDRs in line with Clinical Partners processes and management expectations.

Patient or internally raised concerns will be dealt with as part of the team's workload. Working closely with the Safeguarding Manager/Lead(s), the role focuses on resolving issues wherever possible, escalating to the formal complaint process where required, and ensuring that learning and themes from patient feedback are captured to support continuous service improvement. The role also supports the reporting and investigation of clinical incidents, ensuring appropriate escalation and that learning is captured to improve services.

The PRTS will handle cases that require in‑depth/expert knowledge, judgement, and a calm, compassionate approach, ensuring patients receive the right outcome in line with Clinical Partners’ quality and safeguarding standards. As a subject matter expert, the PRTS will also help to create and maintain accurate work instructions, advise and support Team Leads on complex or emerging issues, and support improvements that reduce unnecessary handoffs between teams.

This is a fully remote role, working Monday to Friday between 8:00 am and 6:00 pm on a rota basis. It offers the flexibility of home working alongside the opportunity to make a meaningful impact on patient experience. You’ll be part of a supportive and collaborative environment focused on growth and development, with the chance to shape processes and influence how services are delivered.

• Work collaboratively with Team Leads and the Operations Manager to agree appropriate actions and resolutions.
• Identify and elevate recurring themes and learning points arising from patient feedback and dissatisfaction to inform service improvements.
• Work alongside the PRS to manage patient dissatisfactions, safeguarding and non‑routine queries.
• Manage the team’s leave and escalations appropriately.
• Report on the team’s performance to the Operations Manager on a regular basis as agreed.
• Improve operational efficiency of the team.
• Investigate concerns by liaising with relevant clinical and non‑clinical teams and resolve in line with Clinical Partners’ policies and frameworks.
• Seek to resolve the concerns informally wherever possible, in line with organisational policy.
• Support the smooth transition from informal concern to formal complaint where required.
• Provide flexible support across work streams within Clinical Partners as required.
• Maintain accurate records of patient concerns, actions taken and outcomes.
• Report, support and contribute to the investigation of clinical incidents in line with organisational policies, including timely documentation, information gathering and escalation as required.
• Maintain confidentiality and handle sensitive information in line with data protection and organisational policies.

• Strong prioritisation and planning skills.
• Clinical investigation experience.
• Proven experience of team management in a remote‑first setting.
• Experience in a patient‑facing, customer experience or complaint’s role.
• Excellent written and verbal communication skills.
• Demonstrated ability to handle sensitive or complex situations appropriately.
• A proactive problem solver.
• Ability to adapt to a changing workload and stay calm under pressure.

• Experience of working in a health or social care environment.
• Knowledge of CQC regulations.
• Formal safeguarding training (children and/or adults).
• Understanding of Clinical Partners’ systems and processes.
• Experience of working with CRMs and contact centre systems, processes and ways…