Executive Lead for Patient Experience

2 days ago


Harlow, Essex, United Kingdom LloydsPharmacy Clinical Homecare Full time
Executive Lead for Patient Experience

LloydsPharmacy Clinical Homecare is dedicated to delivering exceptional patient experiences. We are seeking an experienced leader to drive the delivery of exceptional patient care as our Executive Lead for Patient Experience.

This role is responsible for shaping and executing a comprehensive strategy to deliver an outstanding, consistent patient experience across all channels.

Key Responsibilities:
  • Strategic Planning and Implementation: Develop and implement an annual strategic plan for Patient Experience that aligns with LPCH's vision, setting performance and service levels to meet organisational objectives across voice, email, chat, patient portal, and social media channels.
  • 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.
  • 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 organisation. Lead quality assurance processes to ensure compliance with safety standards and manage patient feedback and complaints promptly and effectively.
  • Financial Management and Resource Allocation: Collaborate with senior leaders to develop and implement financial plans, manage budgets, and allocate resources to achieve business objectives.

The ideal candidate will have a strong track record of delivering results-driven initiatives and driving operational excellence in a fast-paced environment. They will possess excellent communication and interpersonal skills, with the ability to build strong relationships with cross-functional teams and external partners.

We offer a competitive salary range of $120,000 - $180,000 per annum, depending on experience.



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