The Patient Services Lead provides a key leadership function within the Operations Team, positioned between the Service Lead and the Patient Services Coordinators. The role holds responsibility for overseeing the effective management of patient reports and supporting the wider enquiries function to ensure that all communication, documentation and administrative processes are delivered to a consistently high standard. This role leads the Patient Services Coordinators, ensuring reports are produced accurately, quality-checked and within the required timeframes. Alongside this, the Patient Services Lead maintains oversight of the enquiries team workflow, supporting the delivery of clear, timely and supportive communication to patients, families and external professionals. The Patient Services Lead must bring hands-on management experience within a healthcare operations environment, with an understanding of appointment bookings, enquiries, questionnaires, reporting workflows and patient pathway management. Working collaboratively with the Service Lead, operations colleagues and clinicians, the postholder will support service improvements, uphold operational quality and contribute to a positive patient experience throughout the diagnostic journey. This position is in-house. Applicants must be able to commute to our Chichester office and be able to work full time, Monday to Friday. Applicants must have prior managerial experience in a similar role or industry. Team Leadership & Line Management Line manage, support and develop the team of Patient Services Coordinators. Conduct regular 1:1s, provide constructive feedback and guide performance and development. Support onboarding and training of new team members within the Patient Services function. Lead probation reviews, setting goals and monitoring progress. Foster a positive, collaborative and supportive team environment. Conduct or participate in any formal meetings required as the line manager. Reports Oversight & Workflow Coordination • Oversee the accurate, timely and high-quality production of patient reports using our software, Semble. • Ensure coordinators maintain accurate tracking tools, documentation and workflow systems. • Monitor workload distribution and report queues to maintain efficient turnaround times. • Support the quality assurance of reports, checking for accuracy, consistency and adherence to standards. • Identify delays, bottlenecks or issues within report workflows and resolve or escalate appropriately. Enquiries Oversight & Operational Support • Provide operational oversight to the enquiries team, ensuring timely and professional responses. • Act as an escalation point for complex or sensitive enquiries from patients, families and referrers. • Ensure clear, consistent and patient-centred communication across all channels. • Support the alignment of enquiries processes with clinical operations, administration and scheduling workflows. Operational Problem-Solving & Escalation • Address challenges relating to report production, enquiries management or workflow coordination. • Implement solutions to reduce delays, improve consistency and strengthen operational efficiency. • Work proactively to identify trends, recurrent issues or system limitations and recommend improvements. • Collaborate with the Service Lead and wider teams to maintain smooth patient pathways. Quality Assurance & Compliance • Ensure all documentation, data entry and communication processes meet internal quality standards. • Maintain oversight of GDPR compliance, confidentiality and secure data handling. • Support regular audits of report-related and enquiry-related workflows. • Ensure consistent adherence to KT Healthcare policies, procedures and clinical governance standards. Service & Process Improvement • Identify opportunities to strengthen reporting workflows, enquiry processes and cross-team communication. • Monitor performance data, track key trends and provide updates or recommendations to the Service Lead. • Contribute to initiatives aimed at improving patient experience, clinician satisfaction and operational efficiency. • Support ongoing development of the Patient Services function as services grow and evolve. Core Competencies Must have proven hands-on managerial or leadership experience, including holding probation meetings and appraisals Leadership & Team Support – Ability to motivate, develop and guide team members effectively. Organisation & Time Management – Strong ability to manage workloads, prioritise and meet deadlines. Communication – Clear, confident, empathetic and professional communicator. Attention to Detail – High accuracy in documentation, data handling and reporting processes. Customer Service Orientation – Commitment to delivering a positive and supportive patient experience. Problem Solving – Proactive in identifying issues and implementing practical solutions. Teamwork & Collaboration – Cooperative approach within a fast-paced and growing service. Adaptability – Comfortable working within evolving processes and service demands. Discretion – Trusted to handle sensitive information with professionalism and confidentiality. Proficient in Microsoft Office, Teams, Outlook, Semble, BrightHR and related tools. Confident using healthcare management systems, booking platforms and document-processing tools. Strong ability to interpret, manage and support report-related and enquiry-related data. Comfortable using shared calendars, spreadsheets, databases and CRM or workflow platforms.