ASD Patient Liaison Team Lead

Location: Sutton Coldfield

Contract: Full-time, Permanent (37.5 hours per week)

Work Pattern: Hybrid (Service operates 7 days/week, 12 hours/day - shift flexibility required)

About Us

HealthHarmonie, part of the Medinet Group, is a leading private healthcare provider committed to delivering high-quality care across the UK. We partner with the NHS and ICBs to deliver innovative, patient-centred solutions that improve outcomes and streamline healthcare pathways.

Our ADHD/ASD Assessment Service provides timely and compassionate support for patients and families navigating diagnosis, treatment, and aftercare. We are growing rapidly and are seeking a dedicated Team Lead to support the development and daily operations of our Patient Liaison function.

Role Overview

As Team Lead, you'll be responsible for overseeing a team of Patient Liaison Officers (PLOs), ensuring the smooth, compassionate, and compliant delivery of patient services across the ASD pathway. You'll act as the primary escalation point for patient, GP, and internal team queries, while also coaching your team to deliver a high-quality, consistent service.

You'll support the operational management of referrals, triage, virtual consultations, and aftercare processes, ensuring the service runs efficiently and patients feel informed, respected, and supported at every stage.

Key Responsibilities

• Team Leadership & Line Management
• Supervise, mentor, and support a team of PLOs, fostering a culture of compassion, accountability, and continuous improvement
• Monitor individual and team performance, conduct 1:1s, and support professional development
• Manage team rota and ensure adequate shift coverage across service hours
• Operational Oversight
• Ensure the timely and accurate processing of referrals, triage calls, appointments, and follow-up activities
• Review and quality-check outbound communications, clinical report uploads, and data entries
• Lead on the adoption and optimisation of systems such as EMIS Web, Hero Health, and consultation tools
• Escalation & Communication
• Act as the point of escalation for complex or sensitive patient queries
• Coordinate effectively with clinicians, GPs, internal departments, and external stakeholders
• Maintain consistent, high-quality communication and adherence to service-level agreements
• Governance & Compliance
• Support adherence to data protection standards
• Participate in audits, risk reviews, and quality assurance projects
• Contribute to service development initiatives and implementation of new processes or technologies

 What You'll Need

Essential:

• Proven experience in a healthcare or patient-facing administrative setting
• Previous experience supervising or coaching team members in a busy environment
• Strong organisational and multitasking skills, with a high level of attention to detail
• Excellent written and verbal communication skills
• Confident working with EMIS Web, booking systems, or similar patient record platforms
• Understanding of data confidentiality and patient care best practices

Desirable:

• Prior experience within a mental health or ASD service

What We Offer

• Competitive salary
• A supportive, hybrid working environment
• Opportunities to shape and grow a high-impact, values-led service
• 25 days annual leave plus Bank Holidays