Patient Relations Team Leader

1 day ago

Cardiff, United Kingdom Knights Dental Full time

Patient Relations Team Leader We are looking for an enthusiastic and proactive Patient Relations Team Leaderto join our busy Dental Call Centre at the Business Hub. In this role, you will lead a team responsible for delivering exceptional telephone‑based patient support, managing appointment bookings, responding to queries, and resolving concerns with empathy and professionalism. You will play a key part in ensuring a smooth patient journey, maintaining service quality, and supporting the continuous improvement of our patient communication processes. Key Responsibilities Lead, coach, and support a team of Patient Relations Advisors within a fast‑paced dental call centre environment. Oversee daily operations including call monitoring, team scheduling, workload distribution, and performance management. Ensure yourself and the team handle calls efficiently—managing appointment bookings, cancellations, treatment enquiries, NHS/private care questions, and general patient communication. Manage patient feedback, concerns, and complaints, ensuring timely and compassionate responses. Escalate clinical or complex queries appropriately to dental practitioners, managers, or safeguarding leads. Analyse call trends, patient feedback themes, and service challenges to support service improvement initiatives. Provide regular reports on call performance, patient satisfaction, and key performance indicators. Ensure policies, procedures, and regulatory standards related to dental care, data protection, and patient confidentiality are followed. Foster a positive team culture built on respect, development, and excellent patient care. About You You will be a confident communicator and supportive leader who thrives in a fast‑paced, telephone‑based environment. You will be driven to improve the patient experience and support staff to deliver consistent, high‑quality service. Previous leadership or supervisory experience in a customer service or patient support role. Experience in a dental or healthcare call centre, reception, or patient‑facing environment is desired. Strong communication, coaching, and conflict‑resolution skills. Excellent organisational skills with the ability to manage changing priorities and high call volumes. Ability to handle sensitive patient information with professionalism and confidentiality. Confident using call centre systems, CRM software, booking platforms, and reporting tools. Reliability is essential for this role as you will need to handle the day‑to‑day running of the hub in the absence of the business hub manager. Knowledge of dental terminology, NHS dental banding, referral processes, and treatment pathways. Experience in complaint handling or patient relations. What We Offer A supportive and friendly working environment. Opportunities for training, coaching, and career progression. The chance to play a key role in improving our patient experience and service delivery. How to Apply Please submit your CV and a supporting statement outlining your suitability for the role to: Matt@knightsdental.co.uk Senior Level Details Seniority Level: Mid‑Senior level Employment Type: Full‑time Job Function: Information Technology Industry: Dentists #J-18808-Ljbffr

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