Head of Operations - Community Services

Head of Operations – Community Services

Location

Edgbaston, Birmingham

Department

Community Operations

The Opportunity

Medinet Group is a dynamic healthcare organisation committed to delivering high-quality clinical services across the UK.

Our integrated businesses – Medinet (insourcing), Health Harmonie (community specialist services), and Health Harmonie Minds (mental health and wellbeing services) – work collaboratively with NHS and healthcare partners to improve patient access, reduce waiting times, and drive innovation in healthcare delivery.

We are looking to appoint a

Head of Operations – Community Services to provide strategic and operational leadership across an allocated portfolio of Community Services.

The Community portfolio includes

Dermatology, Gynaecology, ENT and other clinical specialities .

The successful candidate will have responsibility for ensuring their allocated services are delivered safely, efficiently and in line with contractual, financial and performance requirements.

Based in

Edgbaston , the Head of Operations will work closely with clinical leaders, operational teams, workforce, transformation and corporate functions to oversee day to day service delivery, performance, patient pathways, capacity and resource planning.

The role will also identify opportunities to improve quality, efficiency and patient experience while supporting the continued growth and development of Medinet Group's Community Services.

Main Duties

• Operational Leadership
• Provide strategic and operational leadership across an allocated portfolio of Community Services.
• Take overall responsibility for the effective day to day operation of services within the designated portfolio.
• Ensure services are delivered safely, efficiently and in line with contractual and organisational requirements.
• Establish clear operational standards and processes across services.
• Identify operational risks, barriers and capacity issues and implement effective solutions.
• Ensure services are appropriately resourced to meet patient demand.
• Support the mobilisation and implementation of new services and contracts.
• Patient Pathways & Patient Access
• Oversee the effective management of patient pathways from referral through to treatment and discharge.
• Ensure referrals, bookings, appointments and waiting lists are managed effectively.
• Monitor patient flow and identify areas where delays or bottlenecks may occur.
• Work with clinical and operational teams to maximise patient access and service capacity.
• Ensure patients receive timely, accurate and appropriate communication throughout their pathway.
• Monitor cancellations, DNAs and other factors affecting patient access and take appropriate action.
• Service Performance
• Develop, monitor and manage operational KPIs across the allocated services.
• Monitor performance against contractual and internal targets.
• Review operational data to identify trends, risks and opportunities for improvement.
• Produce regular performance updates and reports for the Director of Operations and senior leadership.
• Ensure appropriate action plans are developed and implemented where performance falls below expectations.
• Provide clear visibility of operational risks, issues and required actions.
• Capacity & Workforce Management
• Work closely with Workforce and clinical teams to ensure capacity is aligned with patient demand.
• Support effective planning of clinical and administrative resources.
• Monitor utilisation, productivity and service capacity.
• Identify resource gaps and work with relevant teams to develop appropriate solutions.
• Support workforce planning for existing and new services.
• Ensure staffing arrangements support safe and sustainable service delivery.
• Financial & Resource Management
• Manage operational resources effectively within agreed budgets.
• Monitor staffing costs, agency usage and other operational expenditure.
• Identify opportunities to improve efficiency and deliver cost savings without compromising patient care.
• Provide operational insight to support financial and business planning.
• Ensure resources are used effectively across the allocated services.
• Governance, Quality & Compliance
• Maintain strong operational governance across all allocated services.
• Ensure services operate in line with relevant regulatory, contractual and organisational requirements.
• Work closely with clinical and governance teams to support safe service delivery.
• Ensure appropriate processes are in place for managing incidents, complaints, risks and operational issues.
• Support internal and external audits where required.
• Ensure patient information and operational data is accurate and handled in accordance with GDPR and information governance requirements.
• Patient Experience
• Champion a patient centred approach across all services.
• Ensure patients receive a high quality experience throughout their care journey.
• Monitor patient feedback, complaints and other indicators of patient experience.
• Identify opportunities to improve the patient journey and overall service experience.
• Ensure issues affecting patient experience are identified and addressed promptly.
• Service Improvement & Transformation
• Lead and support continuous improvement initiatives across Community Services.
• Identify opportunities to improve operational efficiency, patient flow and service quality.
• Work with Transformation and Digital teams to improve systems and processes.
• Support the implementation of new technologies, processes and service models.
• Drive standardisation and best practice across services where appropriate.
• Support the organisation's continued growth and development of Community Services.
• Leadership & Stakeholder Management
• Provide visible and effective leadership across the allocated service portfolio.
• Build strong relationships with clinical leads, operational managers and support functions.
• Work collaboratively with Workforce, Finance, HR, Digital, Transformation and Governance teams.
• Communicate operational performance, risks and opportunities clearly to senior leadership.
• Develop a culture of accountability, collaboration and continuous improvement.
• Support and develop operational teams through effective leadership, coaching and performance management.

Person Specification

Essential

• Significant senior operational leadership experience within healthcare or a complex service environment.
• Proven experience managing healthcare operations, patient pathways or service delivery.
• Experience leading multidisciplinary teams and working across multiple functions.
• Strong understanding of patient access, capacity management and operational performance.
• Experience managing performance against KPIs, contractual requirements or service standards.
• Strong analytical skills with the ability to interpret operational and performance data.
• Experience delivering service improvement and operational change.
• Excellent leadership, coaching and people management skills.
• Strong stakeholder management and influencing skills.
• Excellent organisational and communication skills.
• Ability to work strategically while maintaining strong operational oversight.
• Ability to manage competing priorities and respond effectively to operational challenges.

Desirable

• Experience within community healthcare, diagnostics, elective care or private healthcare.
• Experience working with NHS contracts and healthcare performance requirements.
• Knowledge of NHS referral and patient access principles.
• Experience managing services across multiple clinical specialities.
• Experience supporting the mobilisation of new healthcare services.
• Experience within a rapidly growing healthcare organisation.
• Qualification in healthcare management, operational leadership or project management.
• Personal Attributes
• Strong and collaborative operational leader.
• Patient focused with a commitment to delivering high quality services.
• Strategic thinker with strong operational capability.
• Calm under pressure and able to manage competing priorities.
• Highly organised and solutions focused.
• Commercially aware with a continuous improvement mindset.
• Confident communicator who can influence at all levels.
• Comfortable working in a fast paced and changing environment.
• Accountable and proactive approach to service delivery.
• Driven to deliver measurable improvements in operational performance and patient experience.
• Equality and Diversity

All staff members have a responsibility to treat all colleagues and clients with respect and to ensure that the work environment is secure, mutually supportive and free from harassment and discrimination on any grounds, notably around age, disability, gender, gender identity, marriage and civil partnership, pregnancy and maternity, race, religion and belief and sexual orientation.

All staff members have a duty to report any incident which contravenes this to their line manager or the appropriate member of the organisation.

Safeguarding is fundamental to the success in all that we do.

The organisation follows a Safer Recruitment process for all roles.

Successful candidates will be subject to proportionate background, DBS, and reference checks as required.

We are committed to safeguarding and promoting the welfare of all service users in line with statutory guidance, including the Mental Capacity Act 2005, ensuring that individuals are supported to make their own decisions wherever possible and that appropriate best interest decisions are made when required.

We welcome applications from anyone regardless of age, disability, gender, race, or ethnic and national origins, religion or belief, or sexual orientation.