Head of Operations
2 days ago
Birmingham
Head of Operations – ADHD Assessment & Treatment Service Location: UK (Hybrid / Remote with travel as required) Reporting to: Managing Director Role Purpose The Head of Operations is responsible for the end-to-end operational delivery, performance, and scalability of a national ADHD assessment and treatment service (adult and CAMHS). You will design, build, and manage the systems, people, and processes required to deliver a high-volume, efficient, and fully compliant service—ensuring patients move smoothly from referral through assessment, diagnosis, and treatment. This is a hands-on leadership role with full accountability for service performance, patient flow, and operational profitability. Key Responsibilities 1. Service Delivery & Patient Pathway • Own and manage the full patient journey:, • Referral → triage → booking → assessment → diagnosis → prescribing → follow-up, • Ensure effective coordination between:, • Assessors (e.g. RMNs / clinicians), • Prescribers, • Patient coordination team, • Develop and maintain clear SOPs across all stages, • Identify and resolve delays, inefficiencies, and drop-offs in the pathway 2. Operational Performance & KPIs • Own core service metrics, including:, • Referral-to-assessment time, • Conversion rates (enquiry → assessment), • DNA (Did Not Attend) rates, • Clinician utilisation, • Time from diagnosis to prescribing, • Build dashboards and performance reporting tools, • Drive continuous improvement across all operational processes 3. Capacity Planning & Workforce Management • Optimise clinician scheduling to maximise utilisation, • Forecast demand and align staffing levels accordingly, • Oversee recruitment and onboarding of:, • Assessors, • Prescribers (in coordination with Clinical Lead), • Patient coordinators / admin staff, • Ensure capacity meets referral demand without delays 4. Commercial & Financial Oversight • Manage operational budgets and cost efficiency, • Monitor revenue performance across:, • Assessments, • Follow-ups, • Treatment pathways, • Improve profitability through:, • Efficient scheduling, • Reduced unused clinical capacity, • Improved conversion rates 5. Patient Experience • Ensure a high-quality, responsive patient journey, • Oversee onboarding processes including:, • Pre-assessment documentation, • Patient communications workflows, • Reduce waiting times and improve service accessibility, • Manage escalations, complaints, and service recovery 6. Systems & Infrastructure • Implement and manage:, • CRM / patient management systems, • Booking and scheduling platforms, • Digital forms and assessment workflows, • Drive automation to reduce manual administration, • Ensure secure and accurate handling of patient data 7. Governance & Compliance (Operational) • Ensure compliance with:, • Care Quality Commission (CQC) standards, • GDPR and data protection regulations, • Maintain robust audit trails and documentation, • Support Clinical Lead with operational governance requirements, • Oversee incident reporting and complaints systems 8. Leadership & Team Management • Lead and develop:, • Patient coordination team, • Scheduling and admin staff, • Set clear KPIs and performance expectations, • Build a structured, accountable, high-performance culture, • Provide training, support, and ongoing development Key Performance Indicators • Referral to assessment time: [target to be defined], • Clinician utilisation: 80–90% target, • Conversion rate (enquiry → assessment): 60% target, • DNA rate: [target to be defined], • Time from diagnosis to prescribing: [target to be defined], • Patient satisfaction and retention: high and improving trend Experience • Senior operations experience in:, • Healthcare services, clinics, or diagnostics, • High-volume, process-driven environments, • Proven ability to build or scale services, • Experience managing teams and operational performance, • Strong commercial awareness and ownership of budgets or P&L, • Experience implementing systems, workflows, and reporting structures Desirable Experience • Experience within ADHD or mental health services, • Familiarity with NHS England pathways, • Experience in private healthcare service delivery models Key Skills • Strong operational leadership and execution, • Data-driven decision making, • Process design and optimisation, • Workforce planning and scheduling, • Commercial and financial acumen, • Ability to work at pace in a scaling organisation