Job summary
Our Patient Engagement Centre (PEC) is committed to delivering a seamless, supportive, and compassionate experience for every patient, from referral through to final report. As a Team Leader, you will play a vital role in empowering our Patient Care Advisors and Administrators to consistently provide a world class patient experience.
This is a hands-on leadership role that combines operational oversight with people development. You will inspire, support, and guide your team day to day, nurturing a culture where learning, collaboration, and high quality care are at the heart of everything we do.
Main duties of the job
Team Leadership & CoachingProvide daily guidance, coaching, and motivation to ensure the team delivers exceptional patient focused service.
Hold regular 1:1 meetings, supporting meaningful development plans tailored to individual strengths and ambitions.
Foster a culture of open communication, constructive feedback, and shared learning.
Lead by example through professionalism, empathy, and strong problem solving skills.
Oversee daily workflows to ensure referrals, enquiries, and appointments are processed accurately and efficiently.
Build and maintain a strong working knowledge of systems and processes, stepping in to support when needed.
Guide the team in prioritising tasks, meeting targets, and managing conflicting deadlines.
Identify opportunities to improve processes and support the implementation of new ways of working.
Support recruitment, onboarding, and structured training for new team members.
Monitor performance against KPIs and quality standards, providing supportive feedback and coaching where needed.
Ensure annual appraisals and development plans are meaningful, realistic, and regularly reviewed.
Maintain accurate documentation of training, performance conversations, and development progression.
About us
InHealth is the UKs largest specialist provider of diagnostic and healthcare solutions. Our aim is to make healthcare better for patients by working collaboratively with the NHS to deliver a range of high-quality tests, scans, assessments and procedures. In the last year, we have supported more than 5 million people in their healthcare journeys, the majority of these are NHS patients and service users.
As a people-focused organisation, our teams are integral in how we deliver our services and our values of Trust, Passion, Care and Fresh Thinking underpin everything we do, influencing the way we interact with patients, customers, and colleagues.
Our mission is to provide high-quality services within local communities to over 7 million patients by 2030. We are committed to ensuring that patients receive a positive experience, maintaining a 97% patient satisfaction rate.
Job description
Job responsibilities
Our Patient Engagement Centre (PEC) is committed to delivering a seamless, supportive, and compassionate experience for every patient, from referral through to final report. As a Team Leader, you will play a vital role in empowering our Patient Care Advisors and Administrators to consistently provide a world class patient experience.
This is a hands-on leadership role that combines operational oversight with people development. You will inspire, support, and guide your team day to day, nurturing a culture where learning, collaboration, and high quality care are at the heart of everything we do.
What You Will Do Team Leadership & Coaching
-
Provide daily guidance, coaching, and motivation to ensure the team delivers exceptional patient focused service.
-
Hold regular 1:1 meetings, supporting meaningful development plans tailored to individual strengths and ambitions.
-
Foster a culture of open communication, constructive feedback, and shared learning.
-
Lead by example through professionalism, empathy, and strong problem solving skills.
Operational Excellence
-
Oversee daily workflows to ensure referrals, enquiries, and appointments are processed accurately and efficiently.
-
Build and maintain a strong working knowledge of systems and processes, stepping in to support when needed.
-
Guide the team in prioritising tasks, meeting targets, and managing conflicting deadlines.
-
Identify opportunities to improve processes and support the implementation of new ways of working.
Recruitment, Training & Performance
-
Support recruitment, onboarding, and structured training for new team members.
-
Monitor performance against KPIs and quality standards, providing supportive feedback and coaching where needed.
-
Ensure annual appraisals and development plans are meaningful, realistic, and regularly reviewed.
-
Maintain accurate documentation of training, performance conversations, and development progression.
Customer & Patient Experience
-
Promote a supportive, respectful, and patient centred approach in all interactions.
-
Ensure imaging data, reports, and invoices are processed promptly and accurately.
-
Manage escalated queries or concerns calmly and professionally.
-
Ensure all incidents and complaints are escalated and recorded in line with policy.
About You
You are a supportive, people focused leader who takes pride in helping others grow. You communicate clearly, stay calm under pressure, and bring a proactive, solutions focused mindset to your work.
We are looking for someone who:
-
Listens, encourages, and motivates others to develop and improve.
-
Takes accountability for personal and team performance.
-
Has strong organisational skills and can manage multiple workflows with accuracy.
-
Spots problems early and proactively offers solutions.
-
Explains tasks, expectations, and feedback clearly and constructively.
-
Works collaboratively with peers, managers, and other departments.
-
Remains calm, compassionate, and resilient in fast paced environments.
-
Is open to feedback, honest, and role models professional standards.
Experience & Skills
-
Previous experience supervising or leading teams in a customer focused or administrative environment.
-
Confidence and experience in coaching or developing others.
-
Comfortable working to KPIs and quality standards while maintaining a compassionate approach.
-
Proficient in Microsoft Office and administrative systems.
Job description
Job responsibilities
Our Patient Engagement Centre (PEC) is committed to delivering a seamless, supportive, and compassionate experience for every patient, from referral through to final report. As a Team Leader, you will play a vital role in empowering our Patient Care Advisors and Administrators to consistently provide a world class patient experience.
This is a hands-on leadership role that combines operational oversight with people development. You will inspire, support, and guide your team day to day, nurturing a culture where learning, collaboration, and high quality care are at the heart of everything we do.
What You Will Do Team Leadership & Coaching
-
Provide daily guidance, coaching, and motivation to ensure the team delivers exceptional patient focused service.
-
Hold regular 1:1 meetings, supporting meaningful development plans tailored to individual strengths and ambitions.
-
Foster a culture of open communication, constructive feedback, and shared learning.
-
Lead by example through professionalism, empathy, and strong problem solving skills.
Operational Excellence
-
Oversee daily workflows to ensure referrals, enquiries, and appointments are processed accurately and efficiently.
-
Build and maintain a strong working knowledge of systems and processes, stepping in to support when needed.
-
Guide the team in prioritising tasks, meeting targets, and managing conflicting deadlines.
-
Identify opportunities to improve processes and support the implementation of new ways of working.
Recruitment, Training & Performance
-
Support recruitment, onboarding, and structured training for new team members.
-
Monitor performance against KPIs and quality standards, providing supportive feedback and coaching where needed.
-
Ensure annual appraisals and development plans are meaningful, realistic, and regularly reviewed.
-
Maintain accurate documentation of training, performance conversations, and development progression.
Customer & Patient Experience
-
Promote a supportive, respectful, and patient centred approach in all interactions.
-
Ensure imaging data, reports, and invoices are processed promptly and accurately.
-
Manage escalated queries or concerns calmly and professionally.
-
Ensure all incidents and complaints are escalated and recorded in line with policy.
About You
You are a supportive, people focused leader who takes pride in helping others grow. You communicate clearly, stay calm under pressure, and bring a proactive, solutions focused mindset to your work.
We are looking for someone who:
-
Listens, encourages, and motivates others to develop and improve.
-
Takes accountability for personal and team performance.
-
Has strong organisational skills and can manage multiple workflows with accuracy.
-
Spots problems early and proactively offers solutions.
-
Explains tasks, expectations, and feedback clearly and constructively.
-
Works collaboratively with peers, managers, and other departments.
-
Remains calm, compassionate, and resilient in fast paced environments.
-
Is open to feedback, honest, and role models professional standards.
Experience & Skills
-
Previous experience supervising or leading teams in a customer focused or administrative environment.
-
Confidence and experience in coaching or developing others.
-
Comfortable working to KPIs and quality standards while maintaining a compassionate approach.
-
Proficient in Microsoft Office and administrative systems.
Person Specification
Qualifications
Essential
- Please see above job description.
Desirable
- Please see above job description.
Experience
Essential
- Please see above job description.
Desirable
- Please see above job description.
Additional Criteria
Essential
- Please see above job description.
Desirable
- Please see above job description.
Person Specification
Qualifications
Essential
- Please see above job description.
Desirable
- Please see above job description.
Experience
Essential
- Please see above job description.
Desirable
- Please see above job description.
Additional Criteria
Essential
- Please see above job description.
Desirable
- Please see above job description.
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.
