Patient Services Team Manager
Circle National Enquiry Centre - Glasgow
37.5 Hours & Permanent
Salary: Up to £36,550.00 per year (depending on level of experience, training and qualification)
Circle National Enquiry Centre in Glasgowis part of Circle Health Group, Britain's leading provider of independent healthcare with a nationwide network of hospitals & clinics, performing more complex surgery than any other private healthcare provider in the country.
We have an opportunity for a Patient Services Team Manager to join their team of staff in theenquiry handlingdepartment.
This is a full time role for 37.5 hours a week. The role holder will be required tocover a flexible shift pattern.
Duties of this role include:
* Lead and manage the NEC Patient Services Team, ensuring best practice and standardisation in all processes to continuously improve the patient journey.
* Provide regular feedback, coaching, and mentoring to Patient Services Advisors based on KPI monitoring, quality assurance results, and performance reviews.
* Ensure delivery of contractual Service Level Agreements (SLAs) and achievement of all Key Performance Indicators (KPIs).
* Monitor dashboards and reports to proactively identify trends, address non-compliance, and improve processes.
* Build and maintain strong relationships with key internal stakeholders to ensure a joined-up approach to processes.
* Communicate process changes, performance updates, and best practice guidance effectively across teams.
Applicants should meet the following criteria:
* Previous management experience in a customer-focused environment, ideally within NEC, hospital, or corporate function.
* Demonstrable leadership and people management skills with a proven track record in driving team performance.
* Strong understanding of Circle Health Group processes across multiple departments.
* Results-focused, with the ability to meet or exceed challenging KPIs and SLAs.
* Strong business planning, objective setting, and performance monitoring skills.
* Excellent communication, influencing, and interpersonal skills.
* Strong organisational skills with the ability to manage multiple priorities and meet deadlines.
Salary & Benefits
Circle Health Group is committed to offering competitive starting salaries and access to a wide range of employee benefits, including:
* 25 days holiday per year + bank holidays, increasing to 30 days with service
* Private Healthcare Scheme for treatment at our hospitals, covering pre-existing medical conditions
* Friends & Family Hospital Discounts
* Family Friendly policies, including enhanced Maternity, Paternity & Adoption pay
* Non-contributory life insurance
* Staff engagement hub with access to discounts and extensive rewards and voluntary benefits
* Access to resources, tools and services to support your wellbeing
* Employee recognition programmes
* Industry leading training and development opportunities
…and much more!
Circle Health Group is committed to creating a diverse workforce offering inclusive opportunities for all our colleagues. Our definition of diversity goes beyond the established characteristics protected by the Equality Act, as we strive to attract candidates with diverse experiences, backgrounds, identities or expressions, skills, work styles…and more.
We’re passionate about creating an environment where our people can thrive, grow and develop professionally and personally. Our principles and values guide our colleagues to be selfless, compassionate, committed, collaborative, brave, agile, tenacious and creative and are at the core of our purpose and culture.
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Circle National Enquiry Centre - Glasgow
Circle National Enquiry Centre - Glasgow
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