Patient Administration Team Leader

About the role

The Patient Administration Team Leader will ensure smooth operation of the Booked Admissions – Surgical Bookings team within the contact centre. You will lead by example, delivering excellent administrative service to patients and supporting a strong customer‑service culture across the Trust.

Key responsibilities

• Manage day‑to‑day operations of the 8‑to‑8 surgical bookings service, ensuring KPIs and performance standards are met.
• Produce regular reports on slot utilisation, document management, training, and referral vetting.
• Plan staff rotas, monitor sickness, absence and annual leave, and allocate tasks to meet demand.
• Chair team meetings, take minutes, and conduct regular one‑to‑ones and briefings.
• Drive continuous improvement in patient experience by promoting learning from feedback.
• Maintain high customer care standards and ensure compliance with Trust policies.

Required profile

• Proven experience leading a healthcare administration team, preferably in a contact‑centre environment.
• Strong organisational and analytical abilities with a focus on service delivery.
• Excellent communication skills and the ability to motivate staff.
• Commitment to the Trust’s values of equality, diversity and inclusion.

Required skills

What we offer

• Opportunity to work for an NHS Trust rated "Outstanding" by the CQC.
• Supportive environment with a focus on staff development and wellbeing.
• Access to a wide range of benefits and professional development programmes.