Are you an experienced leader with a passion for delivering exceptional patient service? Join us as the Head of Patient Services, where you'll be responsible for shaping and executing a comprehensive strategy to deliver an outstanding, consistent patient experience across all channels. In this role, you will drive excellence, operational efficiency, and quality assurance in alignment with LPCHs strategic objectives.
Key Responsibilities:
1. Strategic Planning and Implementation: Develop and implement an annual strategic plan for Patient Services that aligns with LPCHs vision, setting performance and service levels to meet organisational objectives across voice, email, chat, patient portal, and social media channels.
2. Operational Efficiency and Optimization: Lead the patient contact center to ensure optimal resource planning, cost-efficiency, and high-quality patient interactions. Proactively manage performance and enhance operational processes to handle peak demand times effectively.
3. Quality of Patient Interactions: Uphold the highest standards in patient care by embedding evidence-based practices and championing the voice of the patient across the organization. Lead quality assurance processes to ensure compliance with safety standards and manage patient feedback and complaints promptly and effectively.
4. Financial Management and Resource Allocation: Collaborat...