Patient Administration Manager / Perm / FT / Hybrid inBrighton And Hove inBrighton And Hove PUBLISHED SAT 23 NOV 2024

Patient Administration Manager

In Brief

The role is for an experienced and dedicated Patient Administration Manager to lead our patient administration teams. Reporting into the operations directorate, the role has responsibility for driving performance, engagement and high-quality service delivery across all teams. This role requires a strong leader with a proven track record in managing and engaging teams, process improvement, compliance adherence, and driving efficiencies.

Contract type: Permanent, Full-time

Annual salary: £40,000

Hours of work: Monday to Friday 9am - 5.30pm (30 minutes unpaid lunch), 40 hours /w

Work mode: Hybrid, within a commutable distance to Brighton (a minimum of 2 days per week in office)

If you are passionate about leading teams to deliver exceptional patient services and thrive on process improvement and operational excellence, we invite you to apply and be part of our team dedicated to making a difference in digital health.

Role and Responsibilities

• Lead, motivate, and develop the patient administration teams to foster a culture of care, accountability, respect and excellence
• Ensure team members are aligned with company goals, fully engaged, and continuously developing their skills.
• Ensure that all services are delivered in line with established Service Level Agreements (SLAs) and meet the highest standards of quality and patient satisfaction.
• Take ownership of the documentation, review, and ongoing improvement of all administrative processes.
• Identify opportunities for process enhancements, streamlining workflows to improve patient experience, and increase team efficiency.
• Manage the budget and control costs within the patient administration function.
• Continuously seek ways to improve operational efficiencies, utilising data-driven insights to make strategic improvements.
• Work closely with clinical, operational, and support teams to ensure seamless delivery of patient services.
• Act as a point of escalation for any complex or sensitive administrative issues, resolving them in a timely and effective manner.
• Manage the customer service and patient administration team leads
• Work closely with departments to optimise the patient experience and operational flow
• Work closely with the data and resourcing capacity teams to ensure we are suitably staffed to meet demand and support with forecasting
• Ensure teams follows policies and protocols that meet our responsibilities to our regulators and clients
• Work with the development team to support product updates, and oversee the operationalisation of product improvements

Skills Requirements

• Experience: 3+ years in a similar managerial role, ideally within healthcare administration, digital health, or a regulated service environment.
• Patient focused – passionate about delivering great service with in a dynamic and fast growing environment
• Leadership Skills: Demonstrated ability to lead and develop high-performing teams, with a focus on engagement and professional growth.
• Process-Oriented: Strong track record of managing and improving processes, with a keen eye for detail and a structured approach to documentation.
• Compliance Knowledge: Solid understanding of healthcare compliance standards and best practices in patient administration.
• Interpersonal Skills: Excellent communication skills and the ability to work effectively with various stakeholders
• Proficient at use of Microsoft office and able to learn and adapt to new technologies easily
• Previous experience with Salesforce will be an advantage

How to be successful in this role

KPIs in this role will focus on supporting team performance, process improvements, and service quality. In more detail, to be successful you will pay attention to:

• Team performance and management, including employee engagement score, sickness and absence management
• Service quality and customer satisfaction, including audit scores, accuracy of data handling, or resolution time
• Training and development, including completion of compliance training
• Process improvement and innovation, including error reduction
• Administrative efficiency, including reports and documentation accuracy and new expert onboarding timeline, or
• General administrative KPIs, including task delegation and follow-ups

Our Employee Benefits

• Pension contribution at the rate of 8% fully paid by Teladoc Health
• Private medical insurance
• Annual paid leave entitlement of 25 days plus public holidays (pro-rata)
• Employee Assistance Programme (EAP) with access to free financial, legal and lifestyle, advice, as well as counselling and Mental Health support
• MyStrength, our own emotional awareness app supporting your mental wellbeing
• Extended parental leave
• Cycle to work scheme
• Company laptop.

About Teladoc Health

Teladoc Health is transforming how people access and experience healthcare. Recognised as the world leader in virtual care, Teladoc Health directly delivers millions of medical visits across 175 countries each year. Being a NYSE listed company, Teladoc Health has experienced a continual growth in the last years reaching a revenue above $2.5B by leveraging its 2 decades of expertise and real-time insights to meet the growing virtual care needs of consumers, healthcare professionals, employers and health plans.

Teladoc Health UK delivers a market leading suite of virtual care products and services into the UK market. Our clientele covers both private and public sector healthcare markets. We provide an innovative whole of health solution, covering physical, mental and wellbeing services, and enable patients to conveniently access our services through customer focused technology solutions.

Teladoc Health UK | Virtual Health Solutions for Global Organisations

Our Commitment to Equality and Diversity

Teladoc Health UK adopts a zero-tolerance approach to discrimination on any of the protected grounds in the Equality Act 2. We are committe