Closing Date: Wednesday 24th June
Location: Hybrid (travel to Islington offices when needed)
Contract: Maternity cover
Recruitment Partner: Frankie McCallister-Lyas
Overview:
Our Head of Clinical Operations role is to ensure we deliver for our patients when they need us, leading the smooth running and continuous improvement of our Boots Digital Health operation. This role ensures clinical operational excellence and patient safety across all aspects within Boots Online Doctor. It’s a critical leadership position that supports the business’s strategic goal of expanding accessible, high-quality healthcare, enhancing patient outcomes, and driving sustainable growth within the evolving digital health technology landscape.
Key responsibilities:
What experience you’ll need to have:
A bit about us:
At Boots, we're proud to be an equal opportunity employer, creating a place where everyone feels welcome, supported and free to be themselves. We believe that when our people feel valued and included, they thrive, so we're committed to creating a brilliant Boots for our people so they can make a difference for our customers and colleagues every time.
Rewards designed for you:
• Boots Retirement Savings Plan
• Discretionary annual bonus
• Generous employee discounts
• Enhanced maternity/paternity/adoption leave pay and gift card for anyone expecting or adopting a child
• Flexible benefits scheme including option to buy additional holiday, discounted gym membership, life assurance, activity passes and much more.
• Access to free, 24/7 counselling and support through TELUS Health, our Employee Assistance Programme.
There's lots more in our benefits and discounts, MyBoosts - there to give you that little lift in your everyday. Find out more at boots.jobs/rewards. Exclusions may apply (eligible roles only)
What’s next:
If your application is successful, our in-house recruitment team will be in touch to arrange an interview and to answer any initial questions you have. If you have not been successful on this occasion, you’ll be notified by email.
Where a role is advertised as full-time, we are open to discussing part-time and job share options during the application process. If you require additional support as part of the application and interview process, we are happy to provide reasonable adjustments to help you to be at your best.
This role requires the successful candidate to complete a Pre-employment check after receiving an offer. Depending on your location you will be asked to submit either a DBS (Disclosure & Barring Service), PVG (Protection of Vulnerable groups) or an Access NI Check.
Boots is a Ban the Box employer and will consider the suitability of applicants with criminal convictions on a case-by-case basis.
We hope to hear from you soon.
Be brilliant with Boots.
Keywords
CLINICAL, OPERATION, DIGITAL, HEALTH, DOCTOR
Location: Hybrid (travel to Islington offices when needed)
Contract: Maternity cover
Recruitment Partner: Frankie McCallister-Lyas
Overview:
Our Head of Clinical Operations role is to ensure we deliver for our patients when they need us, leading the smooth running and continuous improvement of our Boots Digital Health operation. This role ensures clinical operational excellence and patient safety across all aspects within Boots Online Doctor. It’s a critical leadership position that supports the business’s strategic goal of expanding accessible, high-quality healthcare, enhancing patient outcomes, and driving sustainable growth within the evolving digital health technology landscape.
Key responsibilities:
- Responsible for leading and managing a team of Clinical Operations Co-ordinators and Managers, Operational Managers and Operational Administrative Assistants to deliver high quality, operationally efficient care at scale.
- Deptutising for the Operations Director as required, you will also collaborate on the operational strategy for Boots Digital Health and champion Risk and Issues management for the department in collaboration with the Compliance Manager.
- Oversee the onboarding, workforce planning and performance management of all clinicians.
- Leading your team, you will set the day to day pace for the Clinical function to drive consistency and excellent service level performance. This will include preparation for unplanned derailers, responding to them with rapid root cause analysis and pivoting the daily plan of action as required.
- In close alignment with the data team, you will analyse and forecast order demand to inform robust capacity planning and resource optimisation.
- Drive operational efficiency initiatives supporting business growth and profitability.
- In conjunction with the Supply and Commercial teams, act as an extension of the team to minimise supply challenges and maximise commercial opportunity. Informed by Boots Digitial Health data and analytics, drive patient positive outcomes from complex supply challenges that arise and mitigate their reoccurance.
- As the operational owner of PIMS (internal operating system), you will ensure all configurations are correct to maximise customer experience and revenue for the business.
- Implement comprehensive operational excellence monitoring systems, using real-time dashboards and analytics to ensure best practice is shared across the team and leading team interventions to support underperforming clinicians and drive improvement.
- Ensure smooth holiday planning in conjunction with Central Operations and the BCSP (Home Delivery Pharmacy) occurs to mitigate disruptions from impacting our patients.
- Coordinate with Marketing and Commercial teams on promotional activity to realise the best revenue position from an optimised resource position.
- Lead new service launches with Product and Clinical teams, ensuring smooth roll-outs with minimal prescriber friction.
- As the gate keeper to the highly valuable time of the clinical team, you will prioritise and plan project capacity hand in hand with the senior manager in the clinical function to enable cross-functional initiatives balanced against in week revenue obligations.
- Establish and track KPIs across clinical quality and operational efficiency metrics.
- Represent Clinical Operations in Senior Leadership meetings and with external stakeholder.
What experience you’ll need to have:
- Registered healthcare professional (e.g., NMC or GPhC) with significant clinical leadership experience.
- Experience managing the clinical operations within a fast paced digital health or primary care environment.
- Highly competent stakeholder management – Proven ability to motivate, inspire in a dynamic matrix environment.
- Excellent communication skills and the ability to collaborate across clinical, product and operational teams.
- Strong decision-making– Comfortable making timely, data-driven, and independent decisions that balance clinical quality, efficiency, and patient safety.
- Demonstrate adaptability and flexibility – Able to respond quickly and safely to operational issues or changing priorities in a fast-paced environment.
A bit about us:
At Boots, we're proud to be an equal opportunity employer, creating a place where everyone feels welcome, supported and free to be themselves. We believe that when our people feel valued and included, they thrive, so we're committed to creating a brilliant Boots for our people so they can make a difference for our customers and colleagues every time.
Rewards designed for you:
• Boots Retirement Savings Plan
• Discretionary annual bonus
• Generous employee discounts
• Enhanced maternity/paternity/adoption leave pay and gift card for anyone expecting or adopting a child
• Flexible benefits scheme including option to buy additional holiday, discounted gym membership, life assurance, activity passes and much more.
• Access to free, 24/7 counselling and support through TELUS Health, our Employee Assistance Programme.
There's lots more in our benefits and discounts, MyBoosts - there to give you that little lift in your everyday. Find out more at boots.jobs/rewards. Exclusions may apply (eligible roles only)
What’s next:
If your application is successful, our in-house recruitment team will be in touch to arrange an interview and to answer any initial questions you have. If you have not been successful on this occasion, you’ll be notified by email.
Where a role is advertised as full-time, we are open to discussing part-time and job share options during the application process. If you require additional support as part of the application and interview process, we are happy to provide reasonable adjustments to help you to be at your best.
This role requires the successful candidate to complete a Pre-employment check after receiving an offer. Depending on your location you will be asked to submit either a DBS (Disclosure & Barring Service), PVG (Protection of Vulnerable groups) or an Access NI Check.
Boots is a Ban the Box employer and will consider the suitability of applicants with criminal convictions on a case-by-case basis.
We hope to hear from you soon.
Be brilliant with Boots.
Keywords
CLINICAL, OPERATION, DIGITAL, HEALTH, DOCTOR
