Patient Services Team Leader

You will be working for SecuriCare (Medical) Limited who are a Home Delivery Service for stoma products. Reporting to the Patient Services Manager you will be responsible for delivering excellent customer service through the management of your Patient Services team.

You will consistently exhibit a professional manner building relationships with patients that enhance the Company’s quality image.

MAIN DUTIES AND RESPONSIBILITIES

• Provide excellent customer service in line with departmental standards, procedures and guidelines
• Proactively manage your team on a day-to-day basis to ensure consistent delivery of a first class service whilst achieving company results
• Oversee all aspects of team management, including recruitment, induction, motivation, retention, PDRs and performance management
• Identify product opportunities to drive service improvement and operational efficiency
• Build strong relationships with patients to enhance retention and loyalty
• Maintain a thorough understanding of all departmental procedures to ensure compliance and efficiency
• Ensure product knowledge is up to date to assist patients with product choices
• Support the Head of Patient Services with strategic initiatives and team development
• Ensure daily operations run smoothly and all team members meet targets aligned with overall company goals
• Generate and provide necessary reports to the manager to track performance metrics
• Coach and develop all staff to enhance skills and performance
• Collaborate on projects that contribute to team and company goals
• Efficiently manage t complaints, seeking to minimise patient dissatisfaction and enhance service recovery
• Maintain and continually enhance customer service standards across the team
• Ensure adequate staffing and coverage during office hours to address all customer enquiries
• Demonstrate self-initiative and work with minimal supervision while remaining adaptable to team needs.
• Always be prepared to go the extra mile in service of patients and the team
• Build and maintain professional working relationships with team members and other departments.
• Perform any other tasks reasonably requested by the company as required.

ESSENTIAL

• Excellent customer service skills with a strong telephone manner

• Demonstrated excellent organisational skills, with the ability to priortise tasks effectively

• Strong Leadership skills, with a proven track record in people management and team building

• Proven experience managing a team within a busy environment, fostering a positive team culture

• Ability to work towards and achieve established targets while motivating others to do the same

• Strong attention to detail and a high level of accuracy in all tasks

• Ability to demonstrate initiative and work independently while also being a supportive team player

• Excellent Database Management capabilities with a keen eye for data accuracy

• Possess influencing and persuasive skills to foster teamwork and encourage performance

• Exceptional oral and written communication skills to ensure clarity and understanding

• Agile to changing business requirements and able to remain composed under pressure
• A proactive mentality, with a willingness to support team members and share workloads as needed