Head of Private Services

Head of Private Services Location: West Yorkshire (office-based 5 days a week with occasional regional travel) Reporting to: Managing Director An established and growing independent healthcare provider is seeking a commercially minded and operationally strong Head of Private Services to lead and support a high-performing patient services function. This is a pivotal leadership role responsible for overseeing private patient enquiry management, driving conversion performance, and ensuring an exceptional end-to-end patient experience across a diverse portfolio of services, including diagnostic imaging. You will play a key role in shaping service delivery, strengthening clinician relationships, and identifying opportunities for growth within a fast-paced, patient-focused environment. Key Responsibilities Lead, develop, and motivate a private services team to deliver a responsive, high-quality patient experience Drive a performance-led culture aligned to patient satisfaction, service excellence, and commercial growth Oversee day-to-day operations including team management, workflow optimisation, and resource planning Monitor and improve KPIs across enquiry handling, conversion rates, and patient outcomes Act as the escalation point for complex patient cases, ensuring timely and empathetic resolution Build strong working relationships with consultants and internal stakeholders to optimise service delivery and availability Identify and implement process improvements to enhance efficiency and patient journey quality Support revenue growth by improving booking conversion and removing barriers within the patient pathway Lead on quality assurance through call audits, performance reviews, and continuous development plans Contribute to onboarding new consultants and developing long-term engagement strategies Maintain oversight of CRM data integrity and ensure high standards of confidentiality and accuracy About You Proven experience leading a customer service, bookings, or patient services team within a healthcare setting Strong track record of managing clinician or stakeholder relationships Commercially aware with exposure to service development or revenue growth initiatives Excellent leadership skills with the ability to coach, develop, and inspire teams Highly organised with strong attention to detail and ability to manage competing priorities Confident communicator with the ability to influence at all levels Experience using CRM systems and Microsoft Office tools Why Apply? This is an opportunity to take ownership of a critical function within a growing health care organisation, where you can make a tangible impact on patient experience, operational performance, and business growth. All applications will be handled in strict confidence