ADHD Team Lead

HealthHarmonie; Sutton Coldfield; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading healthcare provider in Sutton Coldfield seeks a dedicated Team Lead to oversee Patient Liaison Officers and ensure high-quality patient services. The role involves mentoring, managing referrals, and acting as a primary escalation point for patient queries. Ideal candidates have experience in healthcare administration, strong organisational skills, and are confident with patient record platforms like EMIS Web. This full-time, hybrid position offers a supportive environment along with competitive benefits.

Benefits

Competitive salary

Hybrid working environment

25 days annual leave plus Bank Holidays

Qualifications

• Proven experience in a healthcare or patient-facing administrative setting.
• Previous experience supervising or coaching team members.
• Strong organisational and multitasking skills.
• Excellent written and verbal communication skills.

Responsibilities

• Oversee a team of Patient Liaison Officers ensuring quality patient services.
• Manage team rota and ensure adequate shift coverage.
• Ensure timely processing of referrals, triage calls, and appointments.
• Act as the point of escalation for complex patient queries.

Skills

Healthcare administration experience

Team supervision

Organisational skills

Verbal communication

Attention to detail

Confident use of EMIS Web

Tools

EMIS Web

Consultation tools

Job description

Location : Sutton Coldfield

Contract : Full-time, Permanent (37.5 hours per week)

Work Pattern : Hybrid (Service operates 7 days / week, 12 hours / day – shift flexibility required)

About Us

HealthHarmonie, part of the Medinet Group, is a leading private healthcare provider committed to delivering high-quality care across the UK. We partner with the NHS and ICBs to deliver innovative, patient-centred solutions that improve outcomes and streamline healthcare pathways.

Our ADHD / ASD Assessment Service provides timely and compassionate support for patients and families navigating diagnosis, treatment, and aftercare. We are growing rapidly and are seeking a dedicated Team Lead to support the development and daily operations of our Patient Liaison function.

Role Overview

As Team Lead, you’ll be responsible for overseeing a team of Patient Liaison Officers (PLOs), ensuring the smooth, compassionate, and compliant delivery of patient services across the ASD pathway. You’ll act as the primary escalation point for patient, GP, and internal team queries, while also coaching your team to deliver a high-quality, consistent service.

You’ll support the operational management of referrals, triage, virtual consultations, and aftercare processes, ensuring the service runs efficiently and patients feel informed, respected, and supported at every stage.

Key Responsibilities

Team Leadership & Line Management

• Supervise, mentor, and support a team of PLOs, fostering a culture of compassion, accountability, and continuous improvement
• Monitor individual and team performance, conduct 1 : 1s, and support professional development
• Manage team rota and ensure adequate shift coverage across service hours

Operational Oversight

• Ensure the timely and accurate processing of referrals, triage calls, appointments, and follow-up activities
• Review and quality-check outbound communications, clinical report uploads, and data entries
• Lead on the adoption and optimisation of systems such as EMIS Web, Hero Health, and consultation tools

Escalation & Communication

• Act as the point of escalation for complex or sensitive patient queries
• Coordinate effectively with clinicians, GPs, internal departments, and external stakeholders
• Maintain consistent, high-quality communication and adherence to service-level agreements

Governance & Compliance

• Support adherence to data protection standards
• Participate in audits, risk reviews, and quality assurance projects
• Contribute to service development initiatives and implementation of new processes or technologies

What You’ll Need

Essential

• Proven experience in a healthcare or patient-facing administrative setting
• Previous experience supervising or coaching team members in a busy environment
• Strong organisational and multitasking skills, with a high level of attention to detail
• Excellent written and verbal communication skills
• Confident working with EMIS Web, booking systems, or similar patient record platforms
• Understanding of data confidentiality and patient care best practices

Desirable

• Prior experience within a mental health or ADHD service

What We Offer

• Competitive salary
• A supportive, hybrid working environment
• Opportunities to shape and grow a high-impact, values-led service
• 25 days annual leave plus Bank Holidays