Remote Quality Lead

6 days ago

Sutton Coldfield West Midlands, United Kingdom HealthHarmonie Full time

Location: Sutton Coldfield Contract: Full-time, Permanent (37.5 hours per week)
Hybrid (Service operates 7 days/week, 12 hours/day – shift flexibility required)

HealthHarmonie, part of the Medinet Group, is a leading private healthcare provider committed to delivering high-quality care across the UK. We are growing rapidly and are seeking a dedicated Team Lead to support the development and daily operations of our Patient Liaison function.

As Team Lead, you’ll be responsible for overseeing a team of Patient Liaison Officers (PLOs), ensuring the smooth, compassionate, and compliant delivery of patient services across the ASD pathway. You’ll act as the primary escalation point for patient, GP, and internal team queries, while also coaching your team to deliver a high-quality, consistent service.
You’ll support the operational management of referrals, triage, virtual consultations, and aftercare processes, ensuring the service runs efficiently and patients feel informed, respected, and supported at every stage.

Team Leadership & Line Management

Monitor individual and team performance, conduct 1:1s, and support professional development
Manage team rota and ensure adequate shift coverage across service hours

Review and quality-check outbound communications, clinical report uploads, and data entries
Lead on the adoption and optimisation of systems such as EMIS Web, Hero Health, and consultation tools

Maintain consistent, high-quality communication and adherence to service-level agreements

Support adherence to data protection standards
Participate in audits, risk reviews, and quality assurance projects
Contribute to service development initiatives and implementation of new processes or technologies

Previous experience supervising or coaching team members in a busy environment
Confident working with EMIS Web, booking systems, or similar patient record platforms
Understanding of data confidentiality and patient care best practices

Competitive salary
~ A supportive, hybrid working environment
~ Opportunities to shape and grow a high-impact, values-led service
~25 days annual leave plus Bank Holidays

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