Team Lead - Patient Experience (UK Voice)

Narayana Health; United Kingdom; On-site; GBP 42,000 - 60,000; Full time

Job summary

Narayana Health in the UK is expanding its UK-based healthcare operations team and seeks an experienced Team Lead – Patient Experience Support to head the UK voice process team, drive operational performance, and ensure every patient interaction meets high standards of service, empathy, and quality.

You will lead day-to-day Contact Centre operations, monitor inbound/outbound interactions, manage escalations with professionalism, and coach the team.

Qualifications

• 5-7 years of international voice processes experience, specifically UK Voice.
• Minimum 2 years of experience as Team Leader in a UK voice process.
• Excellent spoken and written English communications skills.
• Strong people management, coaching, escalation handling, and stakeholder management capabilities.
• Good analytical, reporting, and problem-solving skills, with the ability to manage performance metrics in a fast-paced environment.
• Healthcare or UK patient support experience is preferred; prior UK voice process experience is mandatory.

Responsibilities

• Lead day-to-day Contact Centre operations, driving productivity, quality, attendance, and SLA adherence.
• Monitor inbound and outbound patient interactions to maintain excellent service standards.
• Manage patient escalations and complaints with professionalism, empathy, and sound judgement.
• Conduct team huddles, performance reviews, coaching, and feedback sessions.
• Track operational KPIs, productivity, shrinkage, attrition and service quality.
• Partner with Quality, Training, and Operations teams to improve performance and processes.
• Support hiring, onboarding, nesting, employee engagement, and team development.
• Ensure adherence to GDPR, data confidentiality, and applicable healthcare compliance standards

Skills

UK Voice

Team Leadership

Customer Service

English Proficiency

Stakeholder Mgmt

Job description

Narayana Health in the UK is expanding its UK-based healthcare operations team and seeks an experienced Team Lead – Patient Experience Support to head the UK voice process team, drive operational performance, and ensure every patient interaction meets high standards of service, empathy, and quality.

You will lead day-to-day Contact Centre operations, monitor inbound/outbound interactions, manage escalations with professionalism, and coach the team.