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: careers@bupa.com
Time Type:
Part timeJob Area:
Locations:
New Victoria HospitalAt Cromwell Hospital, we have a great team of determined and loyal health care professionals. We’re continually investing in the world’s most advanced diagnostic and treatment technologies. That's why patients choose to come to us from across the UK, and more than 100 other countries around the world.
Bupa’s purpose is helping people live longer, healthier, happier lives and making a better world. We do this by providing a broad range of healthcare services, support and advice to people throughout their lives. People are at the heart of everything we do. Together, we make health happen.
Every company needs an ethos, and we're no different. Through good days and challenging times, we always work with our values in mind. These are: Brave - Make new possibilities happen. Caring - Act with empathy and respect. Responsible - Own your decisions and actions.
We don't have shareholders at Bupa, which means we're free to invest our profits where they matter: our patients, our facilities, our research, and you.
As a healthcare provider, we have a duty to do the right thing. By our customers, our people and our partners. The Bupa Code holds us to this duty. It's our promise to protect, care for, and build trust with everyone who relies on us.
Here you’ll be welcomed. We champion diversity and we understand the importance of our people representing the communities and customers we serve.
You’ll find an inclusive environment where you can be yourself and where everyone is driven by the same purpose – helping people live longer, healthier, happier lives and making a better world.Free
to be you.
Back in September 2018, we made a pledge. That we'd do whatever we could to make Bupa a diverse, kind and inclusive place to work.
Everyone deserves a positive working environment. Everyone deserves to have their voice heard. Everyone deserves freedom from bullying, harassment and discrimination.
