Post Diagnostic Service Delivery Manager in London

Salary: Circa £40,000 per annum

Location: Remote

Contract Type: 6 Month FTC, Full-time

Start Date: ASAP

About RTN Mental Health

At RTN Mental Health, we’re on a mission to transform the way neurodevelopmental and primary care mental health services are delivered across the UK. As a dynamic and rapidly expanding organisation, we combine clinical excellence with operational innovation to deliver high-quality, person-centred care. Our work focuses particularly on improving access to ADHD and autism services, ensuring individuals receive timely, compassionate and evidence-based support across their diagnostic and post-diagnostic journey.

The Role

We are looking for an experienced and highly organised Post Diagnostic Service Delivery Manager to lead the operational delivery of our post-diagnostic services. This role sits at the heart of the patient journey following diagnosis and is responsible for ensuring that medication titration, prescribing, therapy pathways and follow-up care are delivered efficiently, safely and compassionately.

You will oversee day-to-day service delivery, coordinate multidisciplinary teams, and ensure patients receive timely communication and support throughout their treatment journey. A key focus will be improving systems, reducing waiting times, and ensuring clinicians are supported to deliver the highest standard of care.

Working closely with clinical, operational and communications teams, you will play a vital role in improving patient outcomes and strengthening the effectiveness of our growing service.

Role Responsibilities

• Service Delivery & Patient Pathways
  • Oversee the end-to-end delivery of post-diagnostic pathways including medication titration, prescribing, therapies and follow-up care
  • Ensure consultation letters, prescriptions and shared care documentation are delivered promptly
  • Support a smooth and positive patient experience through clear communication and efficient service coordination
  • Maintain empathetic and responsive communication with patients via phone and email
• Operational Coordination
  • Manage clinician availability, rotas and capacity planning to optimise appointment access
  • Coordinate clinical and administrative workflows to ensure safe, effective service delivery
  • Oversee prescription workflows and prescribing processes
  • Ensure services run efficiently and meet operational targets
• Team Leadership
  • Provide day-to-day leadership and supervision for the multidisciplinary service team
  • Support team members through clear communication, feedback and escalation where required
  • Define roles, responsibilities and lines of accountability within the service
  • Foster a collaborative, supportive and professional team culture
• Complaints & Patient Feedback
  • Act as a key point of contact for patient queries, feedback and complaints
  • Triage and escalate formal complaints where appropriate
  • Track resolution timelines and ensure responses meet service standards
  • Use feedback and incident learning to drive service improvements
• Process Improvement & Service Development
  • Identify bottlenecks and implement practical solutions to reduce delays
  • Use service data and feedback to improve efficiency and patient outcomes
  • Work with clinical leaders to strengthen patient-centred pathways
  • Support ongoing service development in a growing organisation
• Governance, Reporting & Compliance
  • Monitor adherence to CQC standards, safeguarding requirements and GDPR
  • Maintain accurate records and audit trails for clinical documentation
  • Generate operational reports on appointments, prescribing activity and service performance
  • Contribute to governance meetings and quality improvement initiatives

About You

Essential

• Proven experience managing service delivery in healthcare or a related operational setting
• Experience overseeing day-to-day service operations and coordinating across teams
• Experience managing or resolving complaints and turning insights into service improvements
• Demonstrable experience leading and supporting staff
• Strong organisational and time management skills
• Excellent communication skills with the ability to engage with patients, clinicians and stakeholders
• Ability to identify and implement service improvements based on data and feedback
• Strong attention to detail and commitment to high-quality service delivery
• Understanding of safeguarding, information governance and data protection principles
• Comfortable working in a fast-paced, evolving organisation

Desirable

• Experience working within neurodevelopmental, mental health or diagnostic services
• Familiarity with electronic health records or electronic prescribing systems
• Experience working within clinical governance or quality frameworks
• Understanding of CQC regulatory requirements
• Experience working in a scaling healthcare or service organisation
• Qualifications or training in service improvement, project management or leadership

Our Values in Action

Our values sit at the heart of everything we do: Respect at our core, transformation in our actions, nurture in our care.

• Respect: We listen with empathy, value lived experience and communicate with honesty and care. We celebrate individuality and practise inclusive, neuroaffirmative communication.
• Transformation: We stay curious, embrace change and turn learning into action. We take ownership, pursue excellence and build trust through transparency.
• Nurture: We create emotionally safe spaces, empower confidence and invest in people’s growth. Compassion and presence guide how we work with both colleagues and patients.

Why Join RTN?

• Be part of a fast-growing organisation transforming ADHD and autism care
• Help shape high-quality post-diagnostic services for patients across the UK
• Work in a collaborative, values-driven culture
• Have real impact in a role that improves patient experience and service efficiency

If you’re passionate about delivering high-quality services, improving systems, and making a meaningful difference to patient care, we’d love to hear from you.