Patient Service Advisor Team Leader

Job Description:

Patient Service Advisor Team Leader

New Victoria Hospital, Kingston upon Thames (KT2 7EG)
Permanent 30hrs

Monday-Sunday Rota Shifts
Up To £27,237.60pa + Fantastic Benefits

We make health happen

At New Victoria Hospital, we're committed to delivering exceptional healthcare experiences and making a positive difference to our patients every day.

As a Patient Services Advisor Team Leader, you'll play a vital role in shaping the patient journey, leading a team that provides a welcoming, efficient and professional service from first enquiry through to appointment attendance.

This is an exciting opportunity for an experienced people leader who is passionate about customer service, continuous improvement and creating high-performing teams. You'll have the chance to influence how services are delivered, improve operational efficiency and ensure every patient receives the outstanding experience they deserve.

How you’ll help us make health happen

You'll support your team to achieve and exceed performance expectations, ensuring high standards of quality, compliance and patient experience are maintained across all interactions.

While providing leadership and day-to-day operational support, you will also remain actively involved in frontline service delivery, handling inbound and outbound patient calls as part of the team.

Working closely with the Head of Patient Services, you'll use performance data, quality metrics and customer feedback to identify opportunities for improvement, drive efficiencies and support positive change. You'll also take ownership of key service areas, including oversight of Connected Care pathways, ensuring processes remain effective, patient-focused and aligned with business objectives.

Key responsibilities

• Lead, motivate and support a team of Patient Services Advisors.

• Act as a role model for excellent patient service by continuing to manage inbound and outbound patient calls as part of daily operational activity.

• Monitor KPIs, quality measures and service standards to drive high performance.

• Conduct appraisals, one-to-ones and performance reviews, supporting colleague development.

• Drive service improvements and efficiencies to enhance the patient experience.

• Lead the team through change and support operational improvements.

• Maintain oversight of Connected Care pathways and associated reporting.

• Support workforce planning and resource allocation to ensure service levels are maintained.

• Deputise for the Head of Patient Services when required.

What we’re looking for

• Experience leading or supervising a customer service, administration or patient services team.

• A genuine desire to manage, coach and develop others.

• Experience managing performance against KPIs and quality standards.

• Strong communication, organisation and stakeholder management skills.

• A passion for delivering exceptional patient experiences.

• Confidence leading change and driving continuous improvement.

• Good IT skills, including Microsoft Office.

• Healthcare, hospital or patient administration experience is desirable.

Benefits

At New Victoria Hospital, we want to reward our staff for the amazing job that they do.

As part of the team, you will have access to a range of benefits for your work and home life.

We offer a variety of benefits that take into consideration how you commute to work, your health and well-being and recognising your service and any staff referrals you make to the Hospital.

Take a look at the full range of benefits on offer when working here:

• Annual leave entitlement of 25 days + bank holidays increasing with length of service

• In-house training for all staff

• Company pension scheme

• Life assurance

• Employee Referral Scheme

• Access to subsidised staff restaurant

• Interest free travel loan

• Private healthcare (T&Cs Apply)

• Bicycle Loan Scheme

• Retailer discounts

• Employee Assistance Programme

Part of a Globally Trusted Healthcare Group

When you join New Victoria, you also become part of Bupa — a global healthcare leader with the scale, stability and expertise of a major international brand. Being backed by Bupa means access to an extensive network of clinical and operational specialists, shared best practice from across the organisation, and the support of well‑established systems that help you grow, develop and deliver exceptional care. Our size gives us strength, while our purpose keeps us personal.

We champion diversity and want our people to reflect the communities we serve. Everyone is encouraged to “Be you at Bupa”, and we actively welcome colleagues from all backgrounds and experiences. Bupa takes pride in being a Level 2 Disability Confident Employer and will aim to offer an interview/assessment to disabled applicants who best meet the minimum criteria for the role. We’re committed to ensuring you’re treated fairly during the recruitment process and offer reasonable adjustments to anyone who may benefit from accommodations to the recruitment process.   

If you require information regarding this role in an alternative format, please email: [email protected]

Time Type:

Part time

Job Area:

Locations:

New Victoria Hospital