Head of Patient Services & Operations job at Leeds, West Yorkshire Full Time

This is a key leadership role responsible for delivering an exceptional patient experience whilst driving operational excellence across patient enquiries, bookings, referrals and service delivery. The successful candidate will be responsible for leading and developing the team, improving performance, embedding accountability, enhancing patient journeys and ensuring the department operates efficiently and effectively.
Reporting directly to the Managing Director, you will work closely with clinicians, consultants and operational teams to maximise service performance, improve conversion from enquiry to booking and support the continued growth of the organisation.

This role would suit an experienced healthcare leader who combines strong people management skills with a passion for delivering outstanding patient experiences and driving continuous improvement.
Leadership & Team Management

• Lead, motivate and develop the Patient Services team to deliver exceptional service standards.
• Create a high-performance culture focused on accountability, collaboration and continuous improvement.
• Coach and mentor team members and team leaders, supporting both individual and team development.
• Conduct regular one-to-one meetings, performance reviews and development planning.
• Manage recruitment, onboarding, workforce planning and succession planning activities.
• Foster a positive and patient-focused culture aligned to organisational values.

Patient Services & Operational Performance

• Oversee the day-to-day operation of the Patient Services function.
• Ensure all patient enquiries are managed efficiently, professionally and in line with service standards.
• Monitor and improve patient conversion rates from enquiry through to confirmed booking.
• Ensure patients receive a seamless and personalised experience throughout their journey.
• Act as the escalation point for complex patient queries, complaints and service issues.
• Ensure all patient information is managed accurately and confidentially.

Performance & Reporting

• Establish and monitor key performance indicators across the team.
• Analyse operational performance data to identify trends, opportunities and areas for improvement.
• Develop meaningful reporting to support decision-making and performance management.
• Drive accountability through regular performance reviews and operational oversight.
• Monitor service levels, productivity, patient satisfaction and booking conversion performance.

Service Improvement & Growth

• Identify and implement process improvements to enhance efficiency and patient experience.
• Review patient journeys and introduce improvements that support better outcomes and service delivery.
• Work closely with the Managing Director to support business growth objectives.
• Ensure the team maximises opportunities to convert patient enquiries into appointments and treatments.
• Support the development of new services and operational initiatives where required.
• Promote a culture of innovation and continuous improvement.

Stakeholder Management

• Build strong working relationships with consultants, clinicians and wider operational teams.
• Act as the key operational link between Patient Services and clinical departments.
• Collaborate with internal stakeholders to improve service delivery and patient outcomes.
• Develop effective relationships that support efficient decision-making and problem-solving.
• Ensure clear communication across all departments regarding patient services activity.

Experiences:

• Previous leadership experience within a healthcare environment.
• Experience managing and developing customer-facing, patient services, bookings, referrals or operational teams.
• Strong coaching, mentoring and people development skills.
• Experience managing performance through KPIs, reporting and service metrics.
• Proven ability to drive service improvements and operational efficiencies.
• Excellent communication and stakeholder management skills.
• Strong organisational and problem-solving abilities.
• Commercial awareness and an understanding of the link between operational performance and business growth.
• Experience using CRM systems and Microsoft Office applications.

Desirable

• Experience within private healthcare, diagnostics, outpatient services or primary care.
• Exposure to patient pathway management and service development.
• Experience working closely with consultants and clinicians.
• Knowledge of healthcare compliance, governance and patient confidentiality requirements
• Passionate about delivering outstanding patient experiences.
• A confident and visible leader who leads by example.
• Highly organised with strong attention to detail.
• Results-focused with a proactive approach to problem-solving.
• Comfortable challenging existing processes and driving positive change.
• Resilient and adaptable within a fast-paced environment.
• Commercially minded whilst remaining patient-centred.
• Committed to continuous improvement and team development.

This is an exciting opportunity to join a growing healthcare organisation and play a pivotal role in shaping the future of its Patient Services function.

You will have the opportunity to:

• Lead and develop an established team.
• Drive meaningful improvements to patient experience and operational performance.
• Work closely with senior leadership to influence business success.
• Make a measurable impact on service delivery, team capability and patient outcomes.
• Join an organisation committed to growth, innovation and excellence.

Salary: Up to £60,000
Location: Leeds
Sector: Healthcare / Private Healthcare
Contract: Permanent, Full-Time – 5 days in the office – no hybrid