At a Glance
- Tasks: Lead the patient experience strategy and drive improvements across customer journeys.
- Company: Fast-growing healthcare business with a focus on exceptional patient care.
- Benefits: Competitive salary, benefits package, and opportunities for professional growth.
- Other info: Dynamic role with the chance to influence a growing organisation.
- Why this job: Shape the future of patient experience and make a real impact in healthcare.
- Qualifications: Experience in customer or patient experience with strong analytical skills.
The predicted salary is between 60000 - 65000 £ per year.
Head of Patient Experience
Leeds | Office Based with Regular Travel
£60,000 - £65,000 + Benefits
We are working with a high-growth, multi-site healthcare business that is entering an exciting period of expansion. As the business continues to grow, we're looking for an experienced Head of Patient Experience to take ownership of the customer journey and help establish consistently exceptional standards across the organisation.
This is a newly created role and an excellent opportunity for a customer experience expert who wants to have genuine influence within an ambitious, fast-growing business.
The Role
You'll be responsible for understanding what patients are experiencing, identifying where things aren't working and, crucially, understanding why.
Rather than simply managing complaints, you'll use customer feedback, ratings, data and insight to identify root causes and implement solutions that create lasting improvements.
You'll develop clear patient experience profiles and standards, improve customer ratings and satisfaction, and ensure the business consistently delivers an exceptional experience as it continues to scale.
A key part of the role will also be mystery shopping, using the findings to identify opportunities and drive improvements across the customer journey.
Key Responsibilities
- Own and develop the overall patient experience strategy.
- Analyse customer feedback, reviews, ratings and complaints to identify trends and root causes.
- Develop patient experience profiles and define what outstanding service looks like.
- Drive improvements in customer satisfaction and online ratings.
- Lead mystery shopping programmes and turn findings into actionable improvements.
- Work closely with operational teams to resolve recurring issues and improve service delivery.
- Develop consistent customer experience standards across multiple locations.
- Use data and customer insight to influence business decisions.
- Build a culture of accountability and continuous improvement around patient experience.
About You
We're looking for an experienced Customer Experience, Customer Service or Patient Experience professional who can demonstrate a track record of improving customer satisfaction and service performance.
You'll be:
- Highly analytical and naturally inquisitive.
- Excellent at identifying the root cause of problems.
- Commercially aware and focused on measurable outcomes.
- Confident influencing and working with senior stakeholders and operational teams.
- Experienced in developing customer journeys, service standards or CX frameworks.
- Comfortable using data and customer insight to drive decisions.
- Passionate about delivering exceptional customer experiences.
- Comfortable working in a fast-paced, growing environment.
This is an opportunity to build and shape the patient experience function within an ambitious business, with genuine scope to influence how the organisation grows and how customers experience it.
If you're a customer experience specialist who wants to move beyond simply managing customer issues and instead build better experiences, solve problems at their source and drive measurable improvement, we'd love to hear from you.
Apply now or contact us for a confidential conversation.
Head of Patient Experience in Bradford employer: Focus 5 Recruitment
At Focus 5 Recruitment, we pride ourselves on fostering a dynamic and inclusive work culture that empowers our employees to thrive. As a Growth-Focused Content & Conversion Strategist, you will enjoy opportunities for professional development and the chance to make a significant impact on our marketing strategies. Located in the vibrant UK market, we offer a collaborative environment where creativity meets commercial success, ensuring that your contributions are both meaningful and rewarding.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Patient Experience in Bradford
✨Get Involved with Local Health Initiatives
Join local community health events or volunteer for organisations like public health agencies. This not only builds your experience but also helps you network with industry professionals who might know of openings at places like Focus 5 Recruitment.
✨Tap into Professional Associations
Check out associations like the Institute of Healthcare Management. They often have job boards, networking events, and conferences that are perfect for connecting with potential employers in health sciences administration.
✨Stay Updated with Industry Trends
Follow health policy news and trends—being knowledgeable about the current landscape will not only help you in interviews but also make you stand out as a candidate. You can discuss recent developments and their implications when chatting with folks at Focus 5 Recruitment.
✨Apply Through Our Website for Better Visibility
When you find roles that excite you, especially at places like Focus 5 Recruitment, don’t forget to apply through our website. This can sometimes give you an edge by showing the employer you’re savvy and committed to finding the right fit.
Some tips for your application 🫡
Highlight Your Relevant Experience:When applying for a role in health sciences administration, it's super important to spotlight any relevant experience you have in healthcare settings. Whether you've worked in a hospital, a clinic, or any related environment, make sure to detail those roles in your CV – focusing on your responsibilities and achievements that align with the job at Focus 5 Recruitment.
Showcase Your Administrative Skills:Administrative skills are key in this field, so don’t hold back! Make sure your CV reflects your proficiency in things like scheduling, data management, and compliance with health regulations. Mention specific software you’ve used, such as patient management systems, as this will demonstrate your hands-on abilities and readiness for the role at Focus 5 Recruitment.
Craft a Meaningful Cover Letter:Your cover letter should reflect your passion for the health sciences field and your eagerness to contribute to Focus 5 Recruitment. Share a bit about why you’re drawn to this sector, any impactful situations or challenges you’ve encountered, and how they’ve shaped your desire to work in health sciences administration. This personal touch can really set you apart!
Tailor Your Documents to the Job:Don't use a one-size-fits-all approach! Make sure your CV and cover letter are specifically tailored for this role. Highlight any certifications you have relevant to health administration, and ensure you clearly connect your previous roles to the skills needed for the full-time position at Focus 5 Recruitment. This way, you're showing them you’ve done your homework and are genuinely interested in being a part of their team.
How to prepare for a job interview at Focus 5 Recruitment
✨Showcase Your Administrative Skills
In health sciences administration, being organised is key. Make sure you can demonstrate your skills in managing schedules, paperwork, and data accurately. Be ready to discuss specific tools you've used, like electronic health record systems or scheduling software, and how they improved efficiency in your past experiences.
✨Know Your Regulations
Familiarity with healthcare regulations and compliance is crucial. Brush up on HIPAA, GDPR, or other relevant policies before your interview. We recommend preparing examples of how you've ensured compliance or handled sensitive information in past roles—this will show you're not just knowledgeable but also responsible.
✨Prepare for Scenario Questions
Interviews for administrative roles often involve scenario-based questions to assess your problem-solving skills. Practice responses to common situations you might face, such as dealing with a challenging patient or managing a sudden schedule change. This will not only demonstrate your ability to think on your feet but also highlight your interpersonal skills.
✨Align Your Goals with the Organisation
As a full-time candidate, employers will want to know how your long-term career goals align with their mission. Take some time to research Focus 5 Recruitment’s values and be ready to tie your passion for health sciences administration into their objectives. Demonstrating enthusiasm and career alignment can be a game-changer in this competitive field!
