Service : NHS Right to Choose and privately funded services Reports to : Head of Service Delivery Responsible for : Administrative and patient liaison teams supporting NHS and private pathways Location : Hybrid or remote, with occasional attendance at Atrom Mindcare sites Salary: £45,000 - £50,000 per annum, depending upon experience About the role Atrom Mindcare is seeking an experienced, resilient and highly delivery-focused Head of Admin and Operations to lead the administrative delivery of our NHS Right to Choose and privately funded patient services. This is a senior, hands-on operational role for someone who understands how busy administrative services work in practice. You will lead the teams supporting NHS and private patients, maintain control of competing priorities, identify problems quickly and ensure actions are followed through to completion. The role requires strong analytical and administrative capability, sound judgement and the ability to remain calm and decisive under pressure. You will set clear expectations, hold teams accountable and intervene directly when standards, deadlines or patient service are at risk. Key responsibilities - Lead, support and coordinate administrative, referral, pathway coordination and patient liaison teams across NHS and private services. - Oversee daily workflows, rotas, workload allocation, backlogs, capacity and operational priorities. - Ensure appropriate cover across referrals, private enquiries, appointment booking, patient communications, documentation and report workflows. - Oversee the end-to-end administration of NHS Right to Choose and privately funded patient pathways. - Ensure referrals and private enquiries are recorded, checked and progressed accurately and promptly. - Monitor outstanding forms, collateral information, documentation, booking readiness, waiting lists and report progress. - Coordinate appointments against clinician availability, pathway requirements and service priorities. - Ensure private patients receive clear information about services, fees, appointments, payments and next steps. - Oversee cancellations, rebooking, non-attendance and short-notice appointment processes, and ensure follow-up actions are completed. - Run regular team meetings and conduct one-to-ones, supervision and performance reviews. - Set clear standards, address performance issues and provide coaching, feedback and development support. - Act as the main point of escalation for administrative queries, complex patient issues and capacity concerns. - Ensure administrative activity complies with SOPs, NHS contract requirements, CQC expectations, data protection and information governance standards. - Complete quality checks, tracker reviews and documentation audits, addressing errors and recurring process gaps. - Escalate safeguarding, complaints, incidents, clinical risks and information governance concerns promptly through the correct channels. - Monitor operational KPIs and provide regular updates on activity, capacity, performance, risks and required actions. - Analyse workflows and data to identify bottlenecks, reduce duplication and improve efficiency and patient experience. - Develop and embed SOPs, templates, checklists, trackers and other operational improvements. About you We're seeking an operational leader who is resilient, highly organised, and delivery-focused. They should combine strong analytical and administrative skills with the confidence to set high standards, manage competing priorities, and maintain control under pressure. You will be comfortable moving between operational oversight and hands-on problem-solving, using data to identify issues, making clear decisions and ensuring actions are followed through to completion. Leadership approach - Lead with a firm, fair and consistent approach. - Set clear priorities, deadlines and performance expectations. - Hold colleagues accountable for agreed actions and standards. - Address underperformance or inconsistent working practices constructively and promptly. - Remain calm, organised and decisive under pressure. - Take ownership of operational problems and drive them through to resolution. - Use data and operational insight to identify bottlenecks, risks and capacity requirements. - Balance supporting and developing colleagues with maintaining high standards. Essential experience and skills - Experience leading administrative operations and teams, ideally within healthcare, the NHS, mental health or another high-volume service. - A strong practical understanding of workflow management, service delivery, rota planning and capacity management. - Strong analytical skills, with the ability to interpret operational data, identify trends and translate findings into action. - Excellent administrative, organisational and problem-solving skills, with exceptional attention to detail. - Proven experience in workload allocation, performance management and process improvement. - Ability to manage multiple service pathways, competing priorities, backlogs and demanding deadlines. - Experience setting clear performance expectations and addressing underperformance. - Confidence using data, spreadsheets, KPIs and operational trackers to monitor performance and capacity. - Ability to work effectively under sustained pressure without losing control of priorities, detail or communication. - A clear, professional and compassionate communication style, including when handling sensitive or challenging situations. - Confidence using Microsoft 365, Outlook, Teams, SharePoint and administrative or booking systems. - A good understanding of confidentiality, information governance, safeguarding escalation and accurate record-keeping. Desirable experience - Experience supporting both NHS and privately funded healthcare services. - Experience working with NHS Right to Choose, ADHD or autism pathways. - Experience within a CQC-regulated healthcare service. - Knowledge of e-RS, EPS, Cliniko or similar clinical and booking systems. - Experience overseeing private patient enquiries, bookings and payment administration. - Experience producing operational reports, KPIs and capacity-planning summaries. - Experience leading audits, staff training or operational improvement projects. What success will look like - NHS referrals and private patient enquiries are managed accurately and promptly in line with prescribed KPIs. - Administrative workflows remain organised, controlled and appropriately resourced. - Operational pressures, bottlenecks and backlogs are identified early and resolved promptly. - Patients receive clear, professional and consistent communication. - Waiting lists, appointment availability and patient records remain current. - Clinic capacity is used effectively, and follow-up actions are completed promptly. - Private patient enquiries are handled efficiently from initial contact through to booking and completion. - Performance issues are addressed consistently, with agreed actions followed through. - Operational risks are identified and addressed early. - Team members receive clear direction, regular feedback and appropriate development support. - Processes are continuously reviewed and improved.
Head of Admin and Operations employer: Atrom Mindcare
Atrom Mindcare is an exceptional employer that prioritises the well-being and professional development of its staff. With a flexible hybrid working model, our supportive work culture fosters collaboration within a multidisciplinary team, while offering ample opportunities for continuous professional development. Join us in making a meaningful impact in the lives of adults with ASD in a dynamic and rewarding environment.
