Job Description
Head of Patient Services
Location: West Yorkshire (office-based 5 days a week with occasional regional travel)
Reporting to: Managing Director
An established and growing independent healthcare provider is seeking a commercially minded and operationally strong Head of Private Services to lead and support a high-performing patient services function.
This is a pivotal leadership role responsible for overseeing private patient enquiry management, driving conversion performance, and ensuring an exceptional end-to-end patient experience across a diverse portfolio of services, including diagnostic imaging.
You will play a key role in shaping service delivery, strengthening clinician relationships, and identifying opportunities for growth within a fast-paced, patient-focused environment.
Key Responsibilities
This is an opportunity to take ownership of a critical function within a growing health care organisation, where you can make a tangible impact on patient experience, operational performance, and business growth.
All applications will be handled in strict confidence.
Location: West Yorkshire (office-based 5 days a week with occasional regional travel)
Reporting to: Managing Director
An established and growing independent healthcare provider is seeking a commercially minded and operationally strong Head of Private Services to lead and support a high-performing patient services function.
This is a pivotal leadership role responsible for overseeing private patient enquiry management, driving conversion performance, and ensuring an exceptional end-to-end patient experience across a diverse portfolio of services, including diagnostic imaging.
You will play a key role in shaping service delivery, strengthening clinician relationships, and identifying opportunities for growth within a fast-paced, patient-focused environment.
Key Responsibilities
- Lead, develop, and motivate a private services team to deliver a responsive, high-quality patient experience
- Drive a performance-led culture aligned to patient satisfaction, service excellence, and commercial growth
- Oversee day-to-day operations including team management, workflow optimisation, and resource planning
- Monitor and improve KPIs across enquiry handling, conversion rates, and patient outcomes
- Act as the escalation point for complex patient cases, ensuring timely and empathetic resolution
- Build strong working relationships with consultants and internal stakeholders to optimise service delivery and availability
- Identify and implement process improvements to enhance efficiency and patient journey quality
- Support revenue growth by improving booking conversion and removing barriers within the patient pathway
- Lead on quality assurance through call audits, performance reviews, and continuous development plans
- Contribute to onboarding new consultants and developing long-term engagement strategies
- Maintain oversight of CRM data integrity and ensure high standards of confidentiality and accuracy
- Proven experience leading a customer service, bookings, or patient services team within a healthcare setting
- Strong track record of managing clinician or stakeholder relationships
- Commercially aware with exposure to service development or revenue growth initiatives
- Excellent leadership skills with the ability to coach, develop, and inspire teams
- Highly organised with strong attention to detail and ability to manage competing priorities
- Confident communicator with the ability to influence at all levels
- Experience using CRM systems and Microsoft Office tools
This is an opportunity to take ownership of a critical function within a growing health care organisation, where you can make a tangible impact on patient experience, operational performance, and business growth.
All applications will be handled in strict confidence.
About Axon Moore