XTN-9AB1271 | TEAM LEADER - PATIENT ENGAGEMENT CENTRE

We are looking for a Team Leader – Patient Engagement Centre to lead and support a customer-focused team responsible for delivering an excellent patient experience.

In this role, you’ll oversee day-to-day operations, drive team performance against KPIs and service objectives, support workforce planning and recruitment, and ensure booking and operational processes are followed accurately. You’ll also coach and develop team members, work closely with business leaders, and step in to support Patient Engagement Centre operations when needed.

If you have people management experience in a customer-focused environment, strong KPI and performance management skills, and are confident with Excel, reporting, analytics, and process improvement, we’d love to hear from you.

•  Health Insurance/HMO 
•  Enjoy unlimited MadMax Coffee
•  Diverse learning & growth opportunities
•  Accessible Cloud HR platform (Sprout)
•  Above standard leaves

What you are responsible for:
• Overseeing all day-to-day activity for the team, remaining knowledgeable and up to date on all InHealth’s processes and ensuring a strong
appreciation for the ‘role of the people manager’ is maintained
• Working closely with the Operational Planning Team to ensure that clinically validated appointments are booked appropriately and according to
clinical priority on the appointments system
• Liaising with Business and Leaders to ensure that operational and booking processes are optimised to meet customers’ requirements and KPIs
• Understanding the role of Patient Care Advisor in full, being prepared to step in and deputise if required
• Being actively involved in recruitment required within the team, monitoring attrition rates and workforce planning for future recruitment drives

You have experience of:
• Working at a similar level of management in a customer focused environment
• Setting departmental objectives and plans and working to strict KPIs
• Training and developing direct reports to achieve professional development
• General office finance procedures such as invoicing and taking payment
• Using a wide range of Microsoft packages and other IT systems
• Working independently and as part of a wider team
• Using effective communication skills with colleagues and managers
• Working with multi-skilled colleagues as part of a multi-disciplinary team.
Technical Skills (Functional Competence)
• Reporting & Analytics – The ability to generate, interpret, and present key metrics for decision-making
• Data handling – proficient in Excel (pivot tables, lookups, modelling)
• Process orientation – ensures accuracy, compliance, and consistency in documentation and reporting
• Problem-solving mindset – applies analytical thinking to improve forecasting, reporting cycle times, and operational efficiency.

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