About KT Healthcare – Why work here KT Healthcare is a growing healthcare provider committed to delivering high-quality, patient-centred diagnostic services. We pride ourselves on combining clinical excellence with compassionate, efficient operations. Our culture is collaborative, supportive and values-driven, with a strong focus on continuous improvement, learning and doing the right thing for patients. As we continue to grow, we offer genuine opportunities for our people to develop, influence how services are delivered and build meaningful careers within healthcare operations. The role – your impact The Patient Services Lead plays a critical role in shaping the patient experience across KT Healthcare. Sitting within the Operations Team, this role acts as a key link between the Service Lead and the Patient Services Coordinators, ensuring that patient reports, enquiries and administrative processes are delivered accurately, efficiently and with care. Your leadership will directly support smooth patient pathways, timely communication and high operational standards 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. What you'll be doing 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. What we’re looking for Essential experience Proven hands-on management or supervisory experience within a healthcare operations environment. Strong understanding of patient pathways, including appointments, enquiries, questionnaires and reporting workflows. Experience overseeing administrative or coordination teams with a focus on quality and turnaround times. Confidence managing workloads, priorities and operational issues in a fast-paced setting. Strong communication skills with the ability to handle sensitive or complex patient enquiries. Desirable experience Experience working with clinical teams and healthcare software systems (e.g. patient management or reporting systems such as Semble). Experience contributing to service or process improvement initiatives. Knowledge of clinical governance and audit processes. Working hours & flexibility Full-time, permanent role. Monday to Friday between the hours of 09.00am – 5.00pm. What you’ll gain – our Benefits! Competitive salary (dependent on experience). Generous annual leave entitlement – 28 days PLUS bank holidays (pro-rata if part time employee) Festive days! A few days off around Christmas time to spend with loved ones Employee Assistance Programme – 24/7. Company Sick Pay Contributory Pension scheme Ongoing training and development opportunities. Reporting line & team structure The Patient Services Lead reports directly to the Service Lead. You will be responsible for leading the Patient Services Coordinators team and supporting the wider enquiry’s function.