Reception & Customer Enquiries Team Lead
Nuffield Health, Clifton Wood, City of Bristol
Reception & Customer Enquiries Team Lead
Salary not available. View on company website.
Nuffield Health, Clifton Wood, City of Bristol
- Full time
- Permanent
- Onsite working
Posted 1 week ago, 3 Sep | Get your application in now before you miss out!
Closing date: Closing date not specified
Job ref: 4c35025905db4eb39c918e85dcb861bd
Location ref: Clifton Wood, City of Bristol
Full Job Description
- Lead, coach and develop the Reception and Customer Enquiries teams, creating a high-performing and engaged culture.
- Ensure an exceptional patient experience across all touchpoints, from first contact through to arrival and treatment.
- Oversee patient enquiries, appointment bookings, registrations and front-of-house services.
- Support effective patient pathway management, ensuring patients progress efficiently through their care journey.
- Monitor outpatient diary utilisation, clinic capacity and appointment availability to maximise service performance.
- Ensure accuracy of patient demographics, insurance details, bookings and administrative processes.
- Oversee payment collection and card swipe performance in line with hospital procedures.
- Manage staffing, annual leave, training and day-to-day operational performance.
- Use performance data and KPIs to identify improvements and drive service excellence.
- Act as an escalation point for patient, consultant and colleague concerns.
- Build strong working relationships with consultants, clinical teams and hospital stakeholders. To succeed as a Reception & Customer Enquiries Team Lead, you will
- Be a confident and visible leader with a passion for customer service and operational excellence.
- Have previous leadership or supervisory experience within an administration, customer service or healthcare environment.
- Have strong people management and team development skills.
- Have excellent customer service and communication skills.
- Have experience managing appointments, bookings, diaries or patient pathways.
- Have strong organisational skills with the ability to manage competing priorities.
- Have experience working with KPIs and service performance measures.
- Have good IT skills, including Microsoft Office applications and administration systems.
- Have a GCSE English and Maths (Grade C/4 or above) or equivalent.
- Have a flexible, proactive and solution-focused approach. Helping you feel good. We want you to love coming to work, feeling healthy, happy and valued. That's why we've developed a benefits package with you in mind. Here, you can choose from a range of fitness, lifestyle, health and fitness wellbeing rewards, such as free gym membership, health assessments, retail discounts and pension options.
Nuffield Health is Britain's largest not-for-profit healthcare organization. Join us as a Reception & Customer Enquiries Team Lead at our Bristol Hospital and play a key role in delivering an outstanding experience for every patient from initial enquiry through to treatment.
Direct job link
https://www.jobs24.co.uk/job/reception-customer-enquiries-team-lead-127344715
About this company