Patient Resolution Team Supervisor

Patient Resolution Team Supervisor

Clinical Partners is one of the UK's leading providers of mental health and neurodevelopmental services, delivering high-quality assessments and treatment services across both NHS and private healthcare pathways.

We are looking for an experienced and compassionate Patient Resolution Team Supervisor to join our Private Outpatient Services team. This is an exciting opportunity to lead a dedicated team responsible for managing patient concerns, providing outstanding service recovery, and ensuring patients receive a positive experience throughout their journey with Clinical Partners.

This role is ideal for someone with a background in patient services, customer experience, complaints handling or healthcare operations who is passionate about delivering excellent service and supporting others to perform at their best. You will lead by example, ensuring patient concerns are managed professionally, empathetically and efficiently, while identifying opportunities to improve our services through patient feedback and insight.

Working closely with operational, clinical and administrative teams across the business, you will oversee the investigation and resolution of patient concerns, support service improvements, and help foster a culture centred on exceptional patient care and experience.

This is an excellent opportunity for someone who enjoys problem-solving, leading teams and driving positive outcomes for both patients and colleagues.

Key Responsibilities:

• Supervise and support the day-to-day activities of the Patient Resolution Team.
• Act as an escalation point for complex patient concerns and service-related issues.
• Ensure patient concerns are acknowledged, investigated and resolved within agreed timescales.
• Provide coaching, guidance and support to team members handling patient enquiries and concerns.
• Liaise with clinical, operational and administrative teams to investigate and resolve cases effectively.
• Build positive relationships with stakeholders across the organisation to facilitate successful outcomes.
• Monitor workloads and performance to ensure a high-quality, patient-focused service is maintained.
• Identify trends and themes within patient feedback and support the implementation of service improvements.
• Prepare reports and provide insights on patient experiences, concerns and resolution outcomes.
• Ensure accurate record-keeping and compliance with internal policies, procedures and data protection requirements.
• Support the development of team processes and contribute to continuous improvement initiatives.
• Promote a culture of professionalism, empathy and accountability within the team.

Requirements:

Essential

• Previous experience in a patient-facing, customer service, complaints handling or service resolution role.
• Experience supervising, mentoring or supporting others within a team environment.
• Excellent communication skills, both written and verbal.
• Strong organisational skills with the ability to manage multiple priorities effectively.
• Ability to investigate issues, gather information and resolve problems in a fair and balanced manner.
• High levels of empathy, professionalism and emotional resilience.
• Strong stakeholder management and relationship-building skills.
• Excellent attention to detail and accurate record-keeping abilities.
• Proficiency in Microsoft Office applications, including Outlook, Word and Excel.
• Ability to work independently while contributing positively to a wider team

Desirable

• Experience working within a healthcare, private healthcare or patient services environment.
• Previous experience handling complaints, patient feedback or service recovery processes.
• Understanding of complaint handling frameworks and best practice principles.
• Experience producing performance reports and service insights.
• Knowledge of GDPR and confidentiality requirements within a healthcare setting.
• Experience using CRM, patient management or case management systems.

Remuneration and Benefits:

As well as meaningful work that genuinely makes a difference to people's lives, you'll benefit from a comprehensive reward and wellbeing package:

• £33,000 annual salary
• 25 days annual leave plus bank holidays
• Holiday entitlement increases with service up to 28 days
• Birthday day off every year
• Flexible working opportunities from day one
• Opportunities to participate in charitable events

• Defined Contribution Pension Scheme
• Salary exchange pension arrangement
• One-off welfare grants for colleagues experiencing financial hardship
• Financial planning support through Lloyd & Co Financial Planning

• Healthcare cash plan for dental, optical and other everyday healthcare costs
• Virtual GP access 24 hours a day, 365 days a year
• Employee Assistance Programme providing confidential support whenever you need it
• Specsavers eye care vouchers
• Money off prescriptions
• Specialist workplace coaching and support for neurodiverse colleagues

• Life assurance of 4x salary
• Funeral support
• Occupational sick pay of up to 8 weeks full pay and 8 weeks half pay (subject to service)

• Retail discounts across hundreds of brands
• Travel, fashion, electronics, home and garden savings
• Gym and fitness discounts

Equal Opportunities Employer:

At Clinical Partners we are committed to creating an inclusive and diverse workplace. We believe that everyone deserves an equal opportunity to succeed, regardless of their background, race, gender, age, disability, sexual orientation, or any other characteristic. We welcome applications from all qualified candidates and strive to provide a supportive and respectful environment for all employees.

DBS Check Requirement:

Please note that this position requires a Disclosure and Barring Service (DBS) check as part of our commitment to safeguarding and ensuring the safety of our clients and staff. The successful candidate will be required to undergo a DBS check before commencing employment.

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