Appointments Lead

The Appointments Lead plays a pivotal role in ensuring patients move smoothly through their diagnostic journey. Sitting within the Operations Team and reporting to the Service Lead, this role leads the Appointments Coordinators and oversees the accurate, efficient and compassionate scheduling of appointments across the organisation. Your leadership will directly influence clinician capacity, patient experience and operational flow, ensuring appointments are managed with clarity, efficiency and care.

Main duties of the job

• Line manage, support and develop the Appointments Coordinators team.
• Conduct regular 1:1s, provide feedback and guide performance and development.
• Support onboarding, training and ongoing development within the appointments function.
• Lead probation reviews, setting goals and monitoring progress.
• Foster a positive, collaborative and supportive team environment.
• Conduct or participate in formal meetings as required in your role as line manager.

Appointments oversight & coordination

• Oversee the accurate and efficient scheduling of patient appointments across all service areas.
• Ensure calendars, spreadsheets and tracking tools are kept accurate and up to date.
• Monitor scheduling activity to ensure optimal use of clinician capacity and availability.
• Support and approve decisions relating to appointment allocation, rescheduling and capacity adjustments.

Operational problem-solving & escalation

• Address complex scheduling issues, conflicts and capacity challenges.
• Act as the escalation point for appointment-related queries from internal teams, clinicians and external stakeholders.
• Implement practical solutions to reduce delays, cancellations and inefficiencies.
• Proactively identify trends, recurring issues or process gaps and recommend improvements.
• Provide clear, supportive and professional communication with patients, families, clinicians and internal teams.
• Ensure coordinators deliver timely updates and consistent messaging.
• Liaise with the Clinical Operations Manager/Deputy and other departments to ensure alignment of workflows.
• Maintain positive working relationships with clinicians through clear scheduling expectations and processes.

Quality assurance & compliance

• Ensure appointment processes and records meet internal standards and data protection requirements.
• Maintain oversight of documentation accuracy, data entry and tracking systems.
• Support audits of scheduling practices and ensure adherence to GDPR and confidentiality standards.

Service & process improvement

• Identify and implement improvements to scheduling workflows, appointment systems and communication processes.
• Monitor performance data, report key trends and recommend operational enhancements.
• Contribute to initiatives that improve patient experience, clinician satisfaction and operational efficiency.

About Us

KT Healthcare is a family-owned private therapy provider specialising in high-quality Autism Diagnostic Services. Our values centre on meaningful connections with patients and families, alongside clinical excellence and operational care. We work closely with GPs and NHS ICBs to deliver trusted, meticulously reviewed diagnostic assessments and reports. As our services grow, we are building an operations team that is supportive, collaborative and focused on continuous improvement and outstanding patient experience.

About the Role

You will manage and develop a team of Appointment Coordinators while ensuring accurate, efficient appointment scheduling across all services. Acting as the escalation point for complex issues, you’ll work closely with clinicians, patients and internal teams to ensure a smooth, high-quality service.

Key Responsibilities

• Manage a team of Appointment Coordinators
• Oversee appointment scheduling, capacity and utilisation
• Resolve complex scheduling issues and act as escalation point
• Ensure clear communication with patients, clinicians and teams
• Maintain data accuracy, GDPR compliance and quality standards
• Identify and implement process improvements

About You

• Experience in healthcare administration or appointment coordination
• Must have previous managerial experience, leading a team
• Strong organisational and communication skills
• Confident using scheduling systems and Microsoft Office
• Understanding of confidentiality and data protection
• Positive, professional and solutions-focused approach

What we offer

• 28 days annual leave plus bank holidays
• Private Health Insurance
• Employee Discount Platform
• EAP Service
• Pension Contribution
• Training and development opportunities
• A culture that challenges the norm – as a family run business, we know how important a fair, flexible employer that listens and cares is. We are dedicated to continuing to build a culture where people enjoy work, can thrive in their role and are supported from day one.

Apply today! Please submit your CV and a brief cover letter. We look forward to reviewing your application.

Person Specification

• Proven management or leadership experience.
• Experience working within a healthcare, clinical or service-based operations environment.
• Strong organisational and time management skills with the ability to manage multiple priorities.
• Confidence managing scheduling, bookings or coordination functions.
• Excellent communication skills with the ability to handle sensitive conversations professionally.
• High attention to detail in documentation, data and scheduling accuracy.
• Experience using healthcare or clinical systems such as Semble.
• Experience analysing scheduling or appointment data to improve performance.
• Experience contributing to service or process improvement initiatives.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.