Patient Access & Admin Team Leader

Nuffield Health; West of England; On-site; GBP 30,000 - 36,000; Full time

Benefits offered by this job

Free gym membership

Pension options

Health assessments

Retail discounts

Job summary

Nuffield Health Bristol Hospital is looking for a Reception & Customer Enquiries Team Lead to oversee two frontline teams and deliver an outstanding patient experience from first enquiry through to treatment.

You will manage enquiries, bookings and front‑of‑house operations, ensuring accurate data, smooth pathways and strong service performance while supporting staffing and leave cover in a busy hospital environment.

Qualifications

• Leadership or supervisory experience in admin, customer service or healthcare.
• Experience managing appointments, bookings, diaries or patient pathways.
• Strong people management and team development skills.
• GCSE English and Maths (C/4 or above) or equivalent.
• Excellent customer service and communication skills.
• Proficient IT skills and administration systems.

Responsibilities

• Lead, coach and develop the Reception and Customer Enquiries teams to high performance.
• Ensure exceptional patient experience from first contact to treatment.
• Oversee patient enquiries, bookings, registrations and front‑of‑house services.
• Support patient pathway management to keep care moving efficiently.
• Monitor outpatient diary utilisation, clinic capacity and appointment availability.
• Ensure accuracy of patient demographics, insurance details, bookings and admin processes.
• Oversee payment collection and card swipe performance per hospital procedures.
• Manage staffing, annual leave, training and day‑to‑day operations; use KPIs to drive improvements.
• Act as escalation point for patient, consultant and colleague concerns.
• Build strong working relationships with consultants, clinical teams and hospital stakeholders.

Skills

Leadership

People management

Customer service

Communication

Organization

IT skills

KPIs

Education

GCSE English & Maths

Tools

Microsoft Office

Administration systems

Job description

Nuffield Health Bristol Hospital is looking for a Reception & Customer Enquiries Team Lead to oversee two frontline teams and deliver an outstanding patient experience from first enquiry through to treatment.

You will manage enquiries, bookings and front‑of‑house operations, ensuring accurate data, smooth pathways and strong service performance while supporting staffing and leave cover in a busy hospital environment.