Patient Service Advisor Team Leader

Bupa
United Kingdom
Workplace: OnsitePart timeFunction: Customer Support (Service Desk)Skills: ["Leadership","Coaching","Communication","Organisation","Stakeholder management"]

Lead a team of Patient Services Advisors at New Victoria Hospital, ensuring a welcoming, efficient patient experience from first enquiry through appointment attendance. Provide hands-on operational support by handling inbound and outbound patient calls, monitoring KPIs, quality measures, and service standards. Use performance data and feedback to drive continuous improvement, oversee Connected Care pathways and reporting, and support workforce planning while deputising for the Head of Patient Services when needed.

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FursaFursa
Bupa
Bupa
7 hours ago

Patient Service Advisor Team Leader

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Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Lead a team of Patient Services Advisors at New Victoria Hospital, ensuring a welcoming, efficient patient experience from first enquiry through appointment attendance. Provide hands-on operational support by handling inbound and outbound patient calls, monitoring KPIs, quality measures, and service standards. Use performance data and feedback to drive continuous improvement, oversee Connected Care pathways and reporting, and support workforce planning while deputising for the Head of Patient Services when needed.
Location: United Kingdom
Workplace: Onsite
Employment Type: Part time · Permanent
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Lead, motivate and support a team of Patient Services Advisors.
  • •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 to support colleague development.
  • •Drive service improvements and maintain oversight of Connected Care pathways and associated reporting.

Pay and Benefits

Salary: GBP 27,237.6 annually
Perks:Paid LeaveCompany PensionLife AssuranceHealth InsuranceEmployee AssistanceTravel Allowance

Key Requirements

  • •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.
  • •Good IT skills, including Microsoft Office.
Experience:Healthcare
Skills:LeadershipCoachingCommunicationOrganisationStakeholder management
Tech Stack:Microsoft Office

Company Brief

Bupa
Bupa is an international healthcare group offering health insurance, care homes, hospitals, dental clinics, and health services. It provides private medical insurance and integrated care solutions across multiple countries for individuals and employers.
Industry: Health Insurance (Payers)
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Headquarters: London, United Kingdom
Founded: 1947
WebsiteLinkedIn