Head of Operations in Birmingham

The Head of Operations is responsible for the end-to-end operational delivery, performance, and scalability of a national ADHD assessment and treatment service (adult and CAMHS). You will design, build, and manage the systems, people, and processes required to deliver a high-volume, efficient, and fully compliant service—ensuring patients move smoothly from referral through assessment, diagnosis, and treatment. This is a hands‑on leadership role with full accountability for service performance, patient flow, and operational profitability.

Key Responsibilities

• Service Delivery & Patient Pathway: Own and manage the full patient journey. Ensure effective coordination between assessors, prescribers, and patient coordination team. Develop and maintain clear SOPs across all stages. Identify and resolve delays, inefficiencies, and drop‑offs in the pathway.
• Operational Performance & KPIs: Own core service metrics, including referral‑to‑assessment time, conversion rates, DNA rates, clinician utilisation, and time from diagnosis to prescribing. Build dashboards and performance reporting tools. Drive continuous improvement across all operational processes.
• Capacity Planning & Workforce Management: Optimise clinician scheduling to maximise utilisation. Forecast demand and align staffing levels accordingly. Oversee recruitment and onboarding of assessors, prescribers, and patient coordinators/admin staff.
• Commercial & Financial Oversight: Manage operational budgets and cost efficiency. Monitor revenue performance across assessments, follow‑ups, and treatment pathways. Improve profitability through efficient scheduling and reduced unused clinical capacity.
• Patient Experience: Ensure a high‑quality, responsive patient journey. Oversee onboarding processes including pre‑assessment documentation and patient communications workflows. Manage escalations, complaints, and service recovery.
• Systems & Infrastructure: Implement and manage CRM/patient management systems, booking and scheduling platforms, digital forms and assessment workflows. Drive automation to reduce manual administration.
• Governance & Compliance (Operational): Ensure compliance with Care Quality Commission (CQC) standards, GDPR and data protection regulations. Maintain robust audit trails and documentation.
• Leadership & Team Management: Lead and develop patient coordination team and scheduling/admin staff. Set clear KPIs and performance expectations. Provide training, support, and ongoing development.

Key Performance Indicators

• Referral to assessment time: [target to be defined]
• Clinician utilisation: 80–90% target
• Conversion rate (enquiry → assessment): 60% target
• DNA rate: [target to be defined]
• Time from diagnosis to prescribing: [target to be defined]
• Patient satisfaction and retention: high and improving trend

Experience

• Senior operations experience in healthcare services, clinics, or diagnostics.
• High‑volume, process‑driven environments.
• Proven ability to build or scale services.
• Experience managing teams and operational performance.
• Strong commercial awareness and ownership of budgets or P&L.
• Experience implementing systems, workflows, and reporting structures.

Desirable Experience

• Experience within ADHD or mental health services.
• Familiarity with NHS England pathways.
• Experience in private healthcare service delivery models.

Key Skills

• Strong operational leadership and execution.
• Data‑driven decision making.
• Process design and optimisation.
• Workforce planning and scheduling.
• Commercial and financial acumen.
• Ability to work at pace in a scaling organisation.