Process Lead - PTX

Essential duties Team Leadership & Oversight Supervise Patient Experience Specialists, providing coaching, mentoring, and performance feedback. Allocate workloads and monitor service levels to ensure KPIs and SLAs are consistently met. Foster a culture of empathy, professionalism, and patient-centric service. Operational Management Oversee inbound and outbound communications across phone, email, live chat/messaging, and ticketing systems. Ensure accurate case management and timely resolution of patient inquiries and complaints. Manage escalated issues and coordinate with clinical and operational teams for resolution. Reporting & Analysis Monitor team performance against KPIs and prepare regular reports for management. Provide insights into patient satisfaction, complaint resolution, and service quality. Recommend strategies to improve retention and loyalty. Customer Experience & Relationship Management Champion a customer-first culture, ensuring patient satisfaction is prioritised in every interaction. Analyse feedback and service data to identify trends and implement improvements. Build and maintain strong relationships with patients, suppliers, and internal stakeholders. Process Improvement Identify inefficiencies in workflows and recommend enhancements to improve patient experience. Support implementation of new systems, tools, and processes to enhance service delivery. Qualifications Bachelor’s degree in Nursing, Healthcare Administration, Business, or related field. Minimum 4–5 years of experience in patient/customer service, with at least 2 years in a leadership role. Strong background in managing omnichannel communications (phone, email, live chat/messaging). Excellent communication, interpersonal, and conflict resolution skills. Proficiency in Microsoft Office applications and CRM/ticketing systems. Demonstrated ability to lead teams, manage performance, and drive continuous improvement. Amenable to onsite work and flexible shifts.