Operations Director CRGH

CRGH, a leading fertility clinic in London, seeks an Operations Director to spearhead non-clinical operations and enhance patient care. The ideal candidate will have extensive healthcare operational leadership experience, with a strong emphasis on compliance and performance management in a dynamic setting. This role promises significant impact on patient experiences and operational effectiveness, offering a supportive environment for personal and professional growth.

Qualifications:

• Significant experience in operations leadership in private healthcare.
• Experience managing complex multi-disciplinary teams in high-pressure environments.
• In-depth understanding of UK healthcare regulations (CQC, HFEA).

Responsibilities:

• Lead and coordinate non-clinical functions for patient-centred care.
• Own key operational performance indicators and report on them.
• Drive a culture of accountability and service excellence.

Skills:

• Operational Leadership
• Service Transformation
• Patient Care Management
• Compliance Knowledge

Education:

• Postgraduate qualification in business or health administration.

Role Purpose:

The Operations Director will be a critical member of the executive leadership team, responsible for ensuring the efficient, compliant, and high-performing operation of the clinic. This includes oversight of the CRGH Patient Experience Team which includes our Client Care Advisors (CCA) and Fertility Care Coordinators (FCC). The ideal candidate will bring a healthcare operational experience, and a commitment to delivering world-class patient care.

Key Responsibilities:

• Lead and coordinate all non-clinical functions to support seamless, safe, and patient-centred fertility care.
• Develop and implement operational strategies that support clinical capacity, workflow optimisation, and service quality.
• Manage day-to-day operations of the Patient Experience Team (CCA and FCC), including scheduling of clinical diaries to manage capacity and resourcing in alignment with the Nursing and Clinical teams availability.
• Own key operational performance indicators, including: Patient throughput and cycle efficiency.
• Lead on all interdepartmental touchpoints of the Master Patient Journey.
• Focus on patient satisfaction and analyse service feedback.
• Ensure that tech development projects optimise processes and result in an improved patient journey.
• Deliver weekly and monthly performance reporting and business intelligence to the GM UK&I.

Team Leadership & Organisational Culture:

• Lead a multi-functional team of Patient Experience Managers and Team – CCA and FCC roles.
• Drive a culture of accountability, service excellence, and continuous improvement.
• Oversee the operations, training, rotas, and workforce planning for the Patient Experience.
• Manage complaints and service feedback with transparency and responsiveness.
• Use data and patient insights to drive enhancements in communication, efficiency, and service delivery.

Governance, Compliance & Risk:

• Ensure full and continuous compliance with regulatory frameworks including HFEA, CQC, and GDPR.
• Oversee the Patient Experience Teams effective use of CRGH’s tech and operational infrastructure.
• Support tech development and tech enhancement initiatives aligned with clinic goals.

Candidate Profile:

• Significant experience in operations leadership, ideally within a private healthcare or specialist clinical setting.
• Proven track record of delivering operational improvement, service transformation, and people leadership in a regulated environment.
• Strong financial acumen and experience with budget and resource management.
• In-depth understanding of GDPR, UK regulations.
• Demonstrated experience managing complex multi-disciplinary teams in high-pressure environments.
• Experience in fertility, women’s health, or reproductive medicine.
• Postgraduate qualification in business, health administration, or management (e.g., MBA, MSc).

What We Offer:

• A dynamic, supportive work environment where your contributions matter.
• Access to ongoing training, including in-house and mandatory programs.
• A rewarding role where you directly impact patients' lives.
• Competitive salary and benefits package.
• Opportunity for professional growth and development within a leading fertility clinic.
• Pension Scheme provided by Royal London.
• 25 days annual leave plus public bank holidays.
• Long Service: after a significant number of years working at the company, employees are entitled to additional days of annual leave.
• Wellbeing benefits, shopping and leisure vouchers through Perkbox.