Job summary
The role – your impact
The Appointments Lead plays a pivotal role in ensuring patients move smoothly through their diagnostic journey. Sitting within the Operations Team and reporting to the Service Lead, this role leads the Appointments Coordinators and oversees the accurate, efficient and compassionate scheduling of appointments across the organisation. Your leadership will directly influence clinician capacity, patient experience and operational flow, ensuring appointments are managed with clarity, efficiency and care.
Main duties of the job
What you’ll be doing
Line manage, support and develop the Appointments Coordinators team.
Conduct regular 1:1s, provide feedback and guide performance and development.
Support onboarding, training and ongoing development within the appointments function.
Lead probation reviews, setting goals and monitoring progress.
Foster a positive, collaborative and supportive team environment.
Conduct or participate in formal meetings as required in your role as line manager.
Appointments oversight & coordination
Oversee the accurate and efficient scheduling of patient appointments across all service areas.
Ensure calendars, spreadsheets and tracking tools are kept accurate and up to date.
Monitor scheduling activity to ensure optimal use of clinician capacity and availability.
Support and approve decisions relating to appointment allocation, rescheduling and capacity adjustments.
Operational problem-solving & escalation
Address complex scheduling issues, conflicts and capacity challenges.
Act as the escalation point for appointment-related queries from internal teams, clinicians and external stakeholders.
Implement practical solutions to reduce delays, cancellations and inefficiencies.
Proactively identify trends, recurring issues or process gaps and recommend improvements.
Communication & stakeholder support
Provide clear, supportive and professional communication with patients, families, clinicians and internal teams.
Ensure coordinators deliver timely updates and consistent messaging.
Liaise with the Clinical Operations Manager/Deputy and other departments to ensure alignment of workflows.
Maintain positive working relationships with clinicians through clear scheduling expectations and processes.
Quality assurance & compliance
Ensure appointment processes and records meet internal standards and data protection requirements.
Maintain oversight of documentation accuracy, data entry and tracking systems.
Support audits of scheduling practices and ensure adherence to GDPR and confidentiality standards.
Service & process improvement
Identify and implement improvements to scheduling workflows, appointment systems and communication processes.
Monitor performance data, report key trends and recommend operational enhancements.
Contribute to initiatives that improve patient experience, clinician satisfaction and operational efficiency.
About us
About KT Healthcare – Why work here
KT Healthcare is a family-owned private therapy provider specialising in high-quality Autism Diagnostic Services. Our values centre on meaningful connections with patients and families, alongside clinical excellence and operational care. We work closely with GPs and NHS ICBs to deliver trusted, meticulously reviewed diagnostic assessments and reports. As our services grow, we are building an operations team that is supportive, collaborative and focused on continuous improvement and outstanding patient experience.
Job description
Job responsibilities
Appointments Lead
Location: Chichester, West Sussex Salary: £32,500 per annum Contract: Full-time, Permanent
About Us
KT Healthcare is a family-owned organisation with personal experience of Autism and ADHD. We offer a service with a difference; one that has a real understanding of the challenges families and individuals face when accessing neurodevelopmental services.
We provide services for children, young people and adults putting exceptional client service, operational excellence, a friendly and compassionate culture, and unwavering integrity at the heart of everything we do.
About the Role
You will manage and develop a team of Appointment Coordinators while ensuring accurate, efficient appointment scheduling across all services. Acting as the escalation point for complex issues, you’ll work closely with clinicians, patients and internal teams to ensure a smooth, high-quality service. Key Responsibilities
- Manage a team of Appointment Coordinators
- Oversee appointment scheduling, capacity and utilisation
- Resolve complex scheduling issues and act as escalation point
- Ensure clear communication with patients, clinicians and teams
- Maintain data accuracy, GDPR compliance and quality standards
- Identify and implement process improvements
About You
- Experience in healthcare administration or appointment coordination
- Must have previous managerial experience, leading a team
- Strong organisational and communication skills
- Confident using scheduling systems and Microsoft Office
- Understanding of confidentiality and data protection
- Positive, professional and solutions-focused approach
What we offer
- 28 days annual leave plus bank holidays
- 3 paid “festive days”
- Private Health Insurance
- Employee Discount Platform
- EAP Service
- Pension Contribution
- Training and development opportunities
- A culture that challenges the norm – as a family run business, we know how important a fair, flexible employer that listens and cares is. We are dedicated to continuing to build a culture where people enjoy work, can thrive in their role and are supported from day one.
Apply today! Please submit your CV and a brief cover letter. We look forward to reviewing your application.
Job description
Job responsibilities
Appointments Lead
Location: Chichester, West Sussex Salary: £32,500 per annum Contract: Full-time, Permanent
About Us
KT Healthcare is a family-owned organisation with personal experience of Autism and ADHD. We offer a service with a difference; one that has a real understanding of the challenges families and individuals face when accessing neurodevelopmental services.
We provide services for children, young people and adults putting exceptional client service, operational excellence, a friendly and compassionate culture, and unwavering integrity at the heart of everything we do.
About the Role
You will manage and develop a team of Appointment Coordinators while ensuring accurate, efficient appointment scheduling across all services. Acting as the escalation point for complex issues, you’ll work closely with clinicians, patients and internal teams to ensure a smooth, high-quality service. Key Responsibilities
- Manage a team of Appointment Coordinators
- Oversee appointment scheduling, capacity and utilisation
- Resolve complex scheduling issues and act as escalation point
- Ensure clear communication with patients, clinicians and teams
- Maintain data accuracy, GDPR compliance and quality standards
- Identify and implement process improvements
About You
- Experience in healthcare administration or appointment coordination
- Must have previous managerial experience, leading a team
- Strong organisational and communication skills
- Confident using scheduling systems and Microsoft Office
- Understanding of confidentiality and data protection
- Positive, professional and solutions-focused approach
What we offer
- 28 days annual leave plus bank holidays
- 3 paid “festive days”
- Private Health Insurance
- Employee Discount Platform
- EAP Service
- Pension Contribution
- Training and development opportunities
- A culture that challenges the norm – as a family run business, we know how important a fair, flexible employer that listens and cares is. We are dedicated to continuing to build a culture where people enjoy work, can thrive in their role and are supported from day one.
Apply today! Please submit your CV and a brief cover letter. We look forward to reviewing your application.
Person Specification
Appointments Lead
Essential
- Proven management or leadership experience.
- Experience working within a healthcare, clinical or service-based operations environment.
- Strong organisational and time management skills with the ability to manage multiple priorities.
- Confidence managing scheduling, bookings or coordination functions.
- Excellent communication skills with the ability to handle sensitive conversations professionally.
- High attention to detail in documentation, data and scheduling accuracy.
Desirable
- Experience using healthcare or clinical systems such as Semble.
- Experience analysing scheduling or appointment data to improve performance.
- Experience contributing to service or process improvement initiatives.
Person Specification
Appointments Lead
Essential
- Proven management or leadership experience.
- Experience working within a healthcare, clinical or service-based operations environment.
- Strong organisational and time management skills with the ability to manage multiple priorities.
- Confidence managing scheduling, bookings or coordination functions.
- Excellent communication skills with the ability to handle sensitive conversations professionally.
- High attention to detail in documentation, data and scheduling accuracy.
Desirable
- Experience using healthcare or clinical systems such as Semble.
- Experience analysing scheduling or appointment data to improve performance.
- Experience contributing to service or process improvement initiatives.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
