At a Glance
- Tasks: Lead and enhance patient support across NHS and private services, ensuring top-notch care.
- Company: Join The Hearing People, a leader in audiology services dedicated to patient-centred care.
- Benefits: BUPA healthcare, professional development, and a supportive work environment.
- Other info: Flexible office days and opportunities for career progression.
- Why this job: Make a real difference in patient experiences while leading dynamic teams.
- Qualifications: Proven leadership in healthcare and experience managing remote teams.
The predicted salary is between 59400 - 72600 £ per year.
Location: Based within easy travel to London, with 2-3 office days per week (office location may vary). The role includes occasional visits to India to support alignment and shared ways of working.
About the Company
The Hearing People is a leading provider of NHS and private audiology services, committed to delivering patient‑centered care and consistent clinical excellence. Our teams combine expertise, compassion, and modern technology to improve the lives of the communities we serve.
About the Role
We are seeking an experienced, hands‑on Head of Patient Support to lead our India‑based Patient Support Advisors team and UK‑based Patient Support Administrators team. You will take full ownership of the end‑to‑end patient experience across NHS and Private services, ensuring our service‑first brand strategy is delivered consistently. This role combines strategic leadership, operational improvement, and people management. You’ll oversee diary management, lead conversion and service quality, driving continuous improvement through data insight, technology, and strong team development. The ideal candidate is decisive, patient‑focused, and confident leading both a remote call centre team based in India and our UK administrative team.
Key Responsibilities
- Lead the Patient Support function across NHS and Private services
- Drive patient satisfaction, lead conversion, and appointment occupancy
- Oversee diary management and workflow optimisation
- Manage and develop India and UK-based teams, including Team Leads
- Set KPIs, monitor performance, and drive accountability
- Oversee complaint resolution and ensure effective escalation handling
- Provide regular KPI and performance reporting to senior leadership
- Identify service gaps and lead improvement initiatives
Essential Qualifications & Skills
- Proven senior leadership experience in healthcare, clinical services, or customer service
- Strong operational and workflow management background
- Experience managing remote or offshore teams, ideally including India
- Excellent communication, organisation, and stakeholder management skills
- Proficient with CRM and communication systems including HubSpot, Auditdata, and Aircall
- Decisive, proactive, and solutions‑focused
Desired Qualifications & Skills
- Experience within NHS‑commissioned services
- Familiarity with hearing healthcare or audiology
- Working knowledge of HubSpot
BUPA private healthcare to support your wellbeing. Opportunities for professional development and career progression. Supportive, collaborative, and patient‑focused working environment.
Join The Hearing People as Head of Patient Support and drive a service‑first culture that strengthens patient satisfaction, operational quality, and team performance.
Head of Patient Support in London employer: The Hearing People
The Hearing People is an exceptional employer, offering a supportive and collaborative work environment that prioritises patient care and employee development. With opportunities for professional growth and a commitment to operational excellence, employees can thrive in their roles while making a meaningful impact on the communities we serve. The flexible office arrangements and occasional international travel to India further enhance the unique experience of working with us.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Patient Support in London
✨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 The Hearing People.
✨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 The Hearing People.
✨Apply Through Our Website for Better Visibility
When you find roles that excite you, especially at places like The Hearing People, 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.
We think you need these skills to ace Head of Patient Support in London
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 The Hearing People.
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 The Hearing People.
Craft a Meaningful Cover Letter:Your cover letter should reflect your passion for the health sciences field and your eagerness to contribute to The Hearing People. 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 The Hearing People. 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 The Hearing People
✨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 The Hearing People’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!
