Patient Services Team Lead | Elevate Patient Care & Ops

Personal Homecare Pharmacy Ltd; Leicester; On-site; GBP 32,000 - 39,000; Full time

Job summary

Personal Homecare Pharmacy Ltd in Leicester is seeking a Patient Services Team Leader to manage a 40-hour week, Monday to Friday 8:00am–5:00pm, overseeing patient interactions and service delivery.

You will lead a team, resolve complex enquiries, coordinate with dispensary and other departments to ensure smooth patient journeys, and drive continuous improvements in patient care and processes.

Responsibilities

• Handle absence management, team conflicts and underperformance with fairness and professionalism, working with the People team
• Support recruitment, induction and training of new advisors so they settle in quickly and stay
• Own the patient experience, ensuring complex enquiries and complaints are resolved with care and efficiency
• Act as the escalation point for sensitive or complex patient issues, ensuring prompt and compassionate resolution
• Develop and continuously improve customer service policies and procedures
• Use patient and colleague feedback to identify and drive service improvements
• Monitor call volumes, team workflows and capacity, planning rotas and resource to meet service levels
• Oversee the timely processing of prescriptions and coordination of medication delivery schedules
• Collaborate with Dispensary, Finance and other departments to ensure seamless patient journeys
• Make effective use of our contact centre and CRM systems to keep information accurate and up to date
• Monitor KPIs, SLAs and team performance, reporting insights to the Head of Patient Services
• Carry out call quality monitoring and audits, providing constructive feedback and coaching
• Drive quality improvement initiatives and ensure compliance with company policies and regulatory requirements
• Champion a culture of continuous improvement within your team

Job description

Personal Homecare Pharmacy Ltd in Leicester is seeking a Patient Services Team Leader to manage a 40-hour week, Monday to Friday 8:00am–5:00pm, overseeing patient interactions and service delivery.

You will lead a team, resolve complex enquiries, coordinate with dispensary and other departments to ensure smooth patient journeys, and drive continuous improvements in patient care and processes.