Head of Operations - Radiology Services

Head of Operations – Radiology Services

Application Deadline: 31 January 2025

Department: Operations

Employment Type: Full Time

Location: Head Office – London, SE15

Reporting To: CEO

Compensation: £60,000 – £65,000 / year

Description

The Role

As the Head of Operations for DMC Radiology Reporting, you will lead the operational and quality assurance teams while overseeing the successful delivery of all contracts. You will be responsible for managing profit and loss (P&L), ensuring contracts are financially stable, and that all key performance and quality standards are met. Your leadership will be pivotal in ensuring compliance with NHS and private sector standards, driving client engagement, and growing our radiology reporting services.

Key responsibilities include:

• Providing leadership to the operations and quality assurance teams, ensuring they deliver safe, efficient, and patient-focused care.
• Taking full ownership of financial management, driving operational efficiency, and ensuring all services are profitable.
• Managing contracts and ensuring all contractual, quality, and financial obligations are met in line with KPIs and client expectations.
• Leading process improvement initiatives, ensuring they align with ISO9001 standards, and driving productivity and cost-efficiency.
• Supporting business development by working on tenders, proposals, and new service mobilisations, ensuring smooth transitions and rapid results.
• Developing strong relationships with clients to expand service offerings, increasing revenue and ensuring long-term partnerships.

The Person

We are looking for a dynamic and commercially minded individual who thrives on improving processes, increasing productivity, and driving operational efficiency. As a positive disruptor , you will challenge the status quo where necessary, ensuring that our services are continuously optimised for growth and success. You should be confident in identifying areas for cost-saving, streamlining workflows, and leading teams to deliver exceptional performance while being aligned with the overall goals of the organisation.

You will:

• Be passionate about leading and developing DMC’s teleradiology services across subspecialist routine reporting.
• Possess strong commercial acumen, capable of making sound, data-driven decisions to ensure profitable service delivery.
• Be highly organised with excellent attention to detail, enabling you to lead teams effectively in meeting targets and KPIs.
• Excel in communication and relationship-building with colleagues at all levels, fostering strong working relationships with clients and stakeholders.
• Have proven experience in successfully driving process improvement, increasing productivity, and implementing cost-cutting measures.

Main Duties & Responsibilities

Management and Planning

· Development and management of DMC Radiology Reporting operations and quality assurance teams

· Develop and maintain new and existing contracts working closely with the business development team, including supporting in writing bids

· Demand and capacity management. Liaise closely with the reporting radiologists to develop forecast capacity planning

· Work with the business development team during the implementation phase to ensure smooth and rapid mobilisation of contracts

· Develop and maintain effective communication both within the team and with relevant external agencies and clients

· Leading on the mobilisation and demobilisation of contracts

· Work closely with the DMC Radiology Reporting team, directors and other teams necessary to ensure quality standards are met including deliverance of Key Performance Indicators and other quality indicators which might be imposed by the clients

· Keep abreast of key targets within NHS strategies and private market set up and ensure that the services respond to any changes or innovations as necessary

· Manage and attend all contract monitoring meetings ensuring all changes are circulated to the appropriate level of personnel.

· Develop a relationship with clients to position DMC Radiology Reporting as their preferred reporting partner. Arranging onsite client meetings and training/education sessions as necessary.

· Foster an environment that supports staff development encourages ideas and takes account of staff opinions.

·Lead on recruitment efforts with support of HR & Recruitment team

· Ensure work is delivered with contract agreed turnaround times (TAT)

· Leading the QA team and working with Clinical Directors to ensure audit is carried out and learnings are embedded

· Requirement of the role is to have a good working knowledge of CQC requirements, leading on all fronts to ensure we are compliant and work safely with various stakeholders internally and externally

· Any other reasonable task requested by line manager and directors.

Organisational Responsibilities

·To organise and prioritise the delivery of the standards each contract has agreed to meet as part of the contractual requirement in conjunction with Key Performance Indicators and other quality objectives. This will include ensuring that there are appropriate systems in place to deliver this

·Ensure the timely production of key performance indicators and that these targets are routinely met. To manage and attend all contract performance review meetings, delivering content

· To support admin team in organising and monitoring the timetables for Radiologists.

· To ensure that all operational and administrative functions are running smoothly across DMC Radiology Reporting

· To ensure Health and Safety policies and procedures are kept up to date

· To implement policies and procedures per contract, developing appropriate protocols in discussion with the DMC Radiology Reporting team, radiologists, and directors

· To manage the procurement of equipment, supplies and services within agreed budgets

· To effectively manage external supplier relationships to ensure efficient use of resources

· To ensure there is an up-to-date business continuity plan (including IT / disaster recovery plan) in place which are regularly reviewed and disseminated to relevant staff

· To ensure that the whole team participate in audit (clinical and non-clinical), other quality review measures and significant event reviews

· To maintain Care Quality Commissioning registered activities on required level according to current legislation

· To support in the accreditation process for ISO, QSI and any other registration bodies and ensure company working practices are in line with accreditations.

Client and Client Involvement

· Lead and manage regular client meetings, ensuring periodic touchpoints are scheduled and adhered to. Present key performance indicators (KPIs) at each meeting, with internally approved presentations aligned to client goals.

· Ensure meeting actions, notes, and key decisions are documented and shared promptly with the client, driving transparency and accountability.

· Drive client engagement, focusing on increasing activity and revenue from existing contracts by aligning services to client needs and identifying upsell opportunities.

· Maintain compliance with ISO9001 standards, ensuring contract management processes follow quality management and continuous improvement principles.

· Ensure client contracts meet NHS and private contractual obligations while consistently achieving agreed targets and national/local guidelines.

· Proactively manage client satisfaction, implementing feedback mechanisms such as surveys and questionnaires to gather insights and ensure ongoing improvements.

· Oversee the implementation of a complaints management system, ensuring timely resolution of issues and annual reviews of complaints for lessons learned.

· Ensure the timely delivery of client activity and clinical audit reports, aligned with the client’s requirements and timelines.

· Collaborate closely with the business development and operations teams to identify opportunities for growth within existing contracts, leveraging client relationships to expand service offerings and increase revenue.

Staff Management and Human Resources

· Direct management of the operations team

· To work closely with peers and colleagues in the development and effective delivery of services

· To organise and attend meetings of the admin/QA teams and specific skills-based teams

· To lead on appraisal and performance monitoring systems

· Undertake regular one to one meeting with staff to review their development objectives, performance and any other work-based issues

· To identify, organise and deliver training identified from staff personal development objectives

· Evaluate, organise and oversee staff and radiologist induction and training and ensure that all staff and radiologists are adequately trained to fulfil their role

· To maintain up to date HR documentation (including job descriptions, employment contracts and policies and record of training) with help of Peninsula and head office. This will include keeping a record of annual leave and sick leave

· Manage staffing levels within the agreed budgets

· Oversee the recruitment and retention of staff and provide general personnel management service with support from Peninsula

· With support of Peninsula and available local courses, to keep abreast of changes in employment legislation

Financial Management

· Take full ownership of the Profit and Loss (P&L) for DMC Radiology Reporting contracts, ensuring that all operations are managed profitably and in line with financial targets.

· Display strong financial acumen, with the ability to analyse financial performance, track profitability and take corrective actions as necessary to maintain financial health across all contracts.

· Work closely with the finance team to develop and manage the operational budgets, ensuring resources are allocated efficiently and costs are controlled without compromising quality.

· Understand the financial implications of changes in contracts, regulations, and legislation, and advise the leadership team on any impacts to profitability or financial health.

· Support tendering and proposal development for new business opportunities, ensuring all financial aspects of the bids are accurate and competitive.

· Submit timely and accurate invoices, ensuring they align with KPIs, datasheets, and contract terms, and rapidly address any client billing disputes or delays to maintain positive cash flow.

· Identify opportunities for cost-saving and efficiency improvements across all areas of the radiology reporting operations, implementing strategies to enhance profitability.

Information Management and Technology

· To identify IT training needs of the teams and to organise and evaluate any training provided/undertaken

· Liaise with internal IT team on radiologist leavers/joiners for hardware requirements/recovery of hardware

· To ensure that all staff receive appropriate training in information governance and that national and local information governance standards are applied across sites

· Ensure full use by all staff of e-mails, shared information, clinical systems and Microsoft Office

· Act as a central source of information

· To act as the IG lead for DMC Radiology Reporting

· Manage the implementation of new Radiology software systems including the deployment of AI products

· Manage partnerships with our IT and software partners

· Find new technology and AI software partners to integrate with to improve our service offerings.

Management and Client Information Reporting

· To oversee creation and present monthly and quarterly information reports that include data on:

o Total reporting volumes

o Turnaround Times

o Discrepancies

o Breaches

o Clinical audits

o High/Low volume reporters

· Internal and external client reporting requirements

Health and Safety responsibilities

· To identify any risks involved in work activities and undertake them in a way that manages the risks

· To work to the company health and safety policies and procedures within the workplace, including fire procedures.

· To use computers safely and appropriately.

Personal Development and responsibilities

· To take responsibility for own developmental learning and performance

· To participate in DMC appraisal scheme

· To actively participate an ongoing one to one meeting with line manager to review development and performance.

· To attend educational and other meetings as required

· To undertake training as required including mandatory and statutory training, core skills training and ongoing developmental training

· Assess own learning needs and undertake learning as required

· To take responsibility for maintaining a record of own personal development

· To recognise and understand the roles and responsibilities of the whole DMC Radiology Reporting team

· To strive to maintain quality across all services and to alert other team members and line manager to issues of quality and risk

· To assess own performance and take accountability for own actions, either directly or under supervision

· To contribute to the effectiveness of the team by reflecting on own and teams’ performance and making suggestions to improve and enhance activities

· To work effectively with individuals and external agencies

· To effectively manage own time, workload, and resources

Skills, Knowledge and Expertise

Essential

• Proven recent experience in a healthcare imagining / radiology service environment at a senior operations level

• Working with multi location and hybrid teams

• Experience managing and working with multi location and hybrid teams
• Experience of working with a variety of stakeholders
• Experience of successfully developing and implementing projects
• Experience of working autonomously
• Experience of managing budgets and recruitment for service departments
• Experience with Quality Management Systems
• NHS and/or insource/outsource provider experience

Qualification and training

· Degree and or suitable professional experience

· Operational Excellence and or continuous improvement training

Why Join DMC

Our Mission

Is to create a frictionless patient experience of the highest quality, wherever needed.

Our Culture

Our TRUST values reinforce that what we do is built on strong teamwork, respect for one another and importantly respect for the patient. We take time to listen and understand everyone’s needs, we’re supportive and truly care and whatever we do, we do it together.

Our Team

DMC takes pride in a diverse workforce, involving a range of talented and knowledgeable experts working together as teams. This includes clinical experts, who constantly strive towards delivering the best patient care, and non-clinical experts and support staff, who revolutionise working methods in the healthcare industry.

Your Wellbeing

It is our people who make DMC Healthcare what it is today, and we are extremely proud of the achievements of our staff. At DMC, our clinicians and administrators feel supported and empowered through our range of learning resources and our team, to offer opportunities for growth.

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