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Patient Liaison Team Lead

2 months ago

Glasgow, United Kingdom NeuroClin Ltd Full time

Job Summary:

We are seeking a highly skilled and experienced Patient Liaison Team Lead to join our team at NeuroClin Ltd. As a key member of our Patient Services department, you will be responsible for leading and managing a high-performing team of Patient Liaison staff.

Key Responsibilities:

  • Team Leadership: Supervise and motivate a team of Patient Liaison staff to achieve exceptional performance and results.
  • Induction and Training: Develop and implement effective induction programs to ensure new staff are equipped with the necessary skills and knowledge to excel in their roles.
  • Staffing and Scheduling: Create and manage staffing schedules to ensure adequate coverage and efficient use of resources.
  • Hybrid Working: Implement and manage hybrid working arrangements to promote work-life balance and flexibility.
  • Team Communication: Ensure all team members are informed and up-to-date on relevant information, policies, and procedures.
  • Workflow Optimization: Analyze and optimize workflows to improve efficiency, productivity, and appointment goals.
  • Quality Monitoring: Regularly monitor the quality of calls, appointments, and response times, providing constructive feedback and coaching to staff as needed.
  • Staff Management: Manage staff absences, sickness, and performance, ensuring compliance with company policies and procedures.
  • Team Engagement: Foster a positive and supportive team culture, encouraging staff to achieve their best and recognize their contributions.
  • Triage Support: Participate in the triage team, taking calls and performing other tasks as required to ensure seamless service delivery.
  • Data Management: Ensure accurate and timely data entry and maintenance of the Clinical Trial Management System.
  • Correspondence: Assist in the production of high-quality appointment letters and correspondence, ensuring accuracy and attention to detail.
  • Medical Liaison: Collaborate with the Medical Team to ensure accurate information sharing regarding inclusion/exclusion medications and medical conditions.
  • Portal Management: Assist in maintaining the Join Dementia Research website and third-party portals, ensuring accuracy and up-to-date information.
  • Compliance: Ensure adherence to the General Data Protection Regulation and other relevant policies and procedures.
  • Performance Management: Assist in performance management and attendance management, providing coaching and support to staff as needed.
  • Deputy Manager: Deputize for the Patient Services Manager in their absence, ensuring seamless leadership and decision-making.