Patient Support Team Leader

We are hiring a Patient Support Team Leader

Xyla Healthcare Services
Office based in Leeds, LS1 5QX
Permanent, Full Time
Monday to Friday, 9:00am to 5:00pm, with 2 evening shifts and 1 Saturday shift per month
£32,000 per annum

We are hiring a Patient Support Team Leader to join Xyla Healthcare Services, part of Acacium Group. In this role, you will lead and support a team of Patient Coordinators and administrators, ensuring the delivery of high-quality patient support services. You will drive team performance, oversee day-to-day operations, and foster a positive, customer-focused environment while ensuring service levels and business objectives are achieved.

In this role, you will:

• Lead, motivate and support a team to achieve service targets and performance objectives.

• Monitor team performance through regular feedback, 1:1 meetings and performance reviews.

• Manage team resources and workloads to ensure service levels and response times are maintained.

• Support recruitment, onboarding, training and ongoing development of new and existing team members.

• Resolve complaints and escalated queries in a professional and timely manner.

• Conduct quality and competency checks across calls, emails and service processes.

• Analyse performance trends and implement continuous improvement initiatives.

• Collaborate with internal stakeholders and provide regular reports on team performance and service delivery.

What we're looking for:

• Previous experience leading, supervising or managing a customer service or contact centre team.

• Experience working towards KPIs and driving high performance within a team environment.

• Strong customer service background with a passion for delivering an exceptional patient experience.

• Experience within a call centre, healthcare administration or patient services environment.

• Excellent communication, coaching and people management skills.

• Strong problem-solving skills with a proactive and solution-focused approach.

• Confident using Microsoft Office applications, Outlook, Teams and CRM/database systems.

• Ability to handle sensitive and confidential information professionally.

Your Benefits

• Your benefits package: Our company-funded benefits package includes employer pension contributions, life assurance and healthcare benefits, designed to support your financial wellbeing.

• Time to recharge: Enjoy 25 days' annual leave plus Bank Holidays, with your holiday entitlement increasing with length of service.

• Flexible benefits to support you: Choose from a range of optional benefits including private medical insurance, critical illness cover, dental insurance, a healthcare cash plan, holiday buy and sell, a gym scheme, car scheme, bike scheme, technology voucher scheme and season ticket travel loans.

• Supporting your wellbeing: Access 24/7 wellbeing support for you and your immediate family, including an Employee Assistance Programme, digital wellbeing app and resources to support your mental, physical, social and financial wellbeing.

• Supporting you and your family: Receive discounted neurodevelopmental assessments for you and your loved ones.

• Save money every day: Enjoy instant discounts through our benefits platform on shopping, travel, entertainment, dining, lifestyle and much more.

• Grow your career: You'll have access to fully funded professional qualifications through our apprenticeship programmes, mentoring and coaching, leadership development programmes, online learning and development opportunities and the chance to build your career across our global organisation, operating across four continents.

• Recognition and community impact: We celebrate success through Long Service Awards, exceptional performance and peer-to-peer recognition. You'll also receive two paid volunteering days each year to support causes that matter to you.

About Acacium Group

Xyla Healthcare Services is part of Acacium Group, a global healthcare solutions partner providing staffing, managed services and innovative delivery models across the healthcare, social care and life sciences industries. We are a business with scale and leading digital capabilities, with a vision to be the leading global healthcare solutions partner.

We are powered by our people and leading digital capabilities, working with our partners to improve access to healthcare and deliver better outcomes. Our values of Putting People First, Always by Your Side and Driven by Excellence guide everything we do.

Join us and play a key role in shaping the future of healthcare and improving people's lives.

Inclusion and Accessibility

We are committed to creating a truly inclusive and diverse workplace where everyone feels valued, respected, and able to thrive. As an age-friendly and disability-confident employer, we welcome applications from people of all backgrounds, communities and ages, recognising the unique skills, experience and perspectives individuals bring at every stage of their career. Guided by our core value of Putting People First, we are committed to fostering an inclusive culture and will consider flexible working options and reasonable adjustments wherever possible to suit individual needs.

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