Head of Patient Services
Location: West Yorkshire (office-based 5 days a week with occasional regional travel)
Reporting to: Managing Director
An established and growing independent healthcare provider is seeking a commercially minded and operationally strong Head of Private Services to lead and support a high-performing patient services function.
This is a pivotal leadership role responsible for overseeing private patient enquiry management, driving conversion performance, and ensuring an exceptional end-to-end patient experience across a diverse portfolio of services, including diagnostic imaging.
You will play a key role in shaping service delivery, strengthening clinician relationships, and identifying opportunities for growth within a fast-paced, patient-focused environment.
Key Responsibilities
Lead, develop, and motivate a private services team to deliver a responsive, high-quality patient experience
Drive a performance-led culture aligned to patient satisfaction, service excellence, and commercial growth
Oversee day-to-day operations including team management, workflow optimisation, and resource planning
Monitor and improve KPIs across enquiry handling, conversion rates, and patient outcomes
Act as the escalation point for complex patient cases, ensuring timely and empathetic resolution
Build strong working relationships with consultants and internal stakeholders to optimise service delivery and availability
Identify and implement process improvements to enhance efficiency and patient journey quality
Support revenue growth by improving booking conversion and removing barriers within the patient pathway
Lead on quality assurance through call audits, performance reviews, and continuous development plans
Contribute to onboarding new consultants and developing long-term engagement strategies
Maintain oversight of CRM data integrity and ensure high standards of confidentiality and accuracy
About You
Proven experience leading a customer service, bookings, or patient services team within a healthcare setting
Strong track record of managing clinician or stakeholder relationships
Commercially aware with exposure to service development or revenue growth initiatives
Excellent leadership skills with the ability to coach, develop, and inspire teams
Highly organised with strong attention to detail and ability to manage competing priorities
Confident communicator with the ability to influence at all levels
Experience using CRM systems and Microsoft Office tools
Why Apply?
This is an opportunity to take ownership of a critical function within a growing health care organisation, where you can make a tangible impact on patient experience, operational performance, and business growth.
All applications will be handled in strict confidence