At a Glance
- Tasks: Lead daily operations of a premium private healthcare transport service, ensuring exceptional patient care.
- Company: Join SATS Ambulance, a leader in private patient transport and healthcare support.
- Benefits: Competitive salary, flexible hours, and opportunities for professional growth.
- Other info: Dynamic role with a focus on operational excellence and customer satisfaction.
- Why this job: Make a real difference in patient experiences while leading a dedicated team.
- Qualifications: A-Level education or equivalent experience; management skills preferred.
Department: Operations
Location: SATS Ambulance, London NW2 7HD (Multi-site as required)
Reports to: Chief Operating Officer (COO)
Direct Reports: Duty Managers
Job Purpose
The Operations Manager is responsible for the day-to-day management of SATS Ambulance operations, ensuring the safe, effective and compliant delivery of private patient transport, ambulance services, international repatriations and healthcare support services.
As a premium private healthcare transport provider, SATS places exceptional patient, family and client experience at the centre of everything it does. The Operations Manager will ensure every patient journey is delivered with professionalism, compassion, discretion and outstanding customer service.
The role provides leadership to Duty Managers and frontline operational teams, ensuring high standards of patient care, operational performance, customer service, fleet management, compliance and staff welfare.
Working closely with hospitals, healthcare providers, embassies, insurers, assistance companies, Heathrow Air Ambulance and internal departments, the Operations Manager will drive operational excellence, continuous improvement, regulatory compliance and service quality across the organisation.
Key Responsibilities
Operational Management
- Oversee the safe, effective and efficient delivery of all operational services.
- Manage private patient transport, ambulance operations, international repatriations and specialist healthcare transport services.
- Provide leadership and line management to Duty Managers.
- Review daily operational activity and ensure completion of operational checks.
- Act as the senior operational escalation point for staff and Duty Managers.
- Ensure appropriate staffing, resource planning and operational resilience.
- Maintain oversight of complex, priority and high-profile patient movements.
- Promote a culture of professionalism, compassion and customer care.
Staff Management
- Monitor attendance, punctuality, conduct and professionalism.
- Conduct welfare meetings, supervision and performance reviews.
- Carry out uniform, PPE and appearance inspections.
- Undertake regular operational spot checks.
- Monitor mandatory training compliance.
- Ensure compliance with company policies and procedures.
- Conduct driver assessments and monitor driving standards.
- Review vehicle tracking and telematics data.
- Ensure completion of Vehicle Defect Inspections (VDIs) and vehicle cleaning checks.
- Promote accountability, teamwork and service excellence.
Fleet & Equipment Management
- Ensure operational readiness of the fleet.
- Oversee servicing, MOTs, repairs, maintenance and vehicle presentation.
- Monitor equipment servicing, calibration and operational readiness.
- Manage operational communications equipment and crew phones.
- Coordinate investigations relating to vehicle incidents.
- Manage fines, charges and vehicle-related compliance matters.
- Ensure vehicles reflect the professional image of the SATS brand.
Compliance & Governance
- Ensure compliance with CQC standards, company policies, health and safety requirements and road traffic legislation.
- Oversee operational risk assessments and safe systems of work.
- Review operational policies and procedures.
- Produce and issue Operational Advice Notices (OANs) and safety briefings.
- Promote a positive reporting, governance and safety culture.
- Support the company's Safety Management System (SMS).
Service Delivery, Customer Experience & Client Relationships
- Ensure exceptional customer service standards across all operations.
- Build strong relationships with hospitals, healthcare providers, embassies, insurers and assistance companies.
- Attend client performance and review meetings.
- Ensure operational KPIs are consistently achieved.
- Monitor patient, family and client feedback.
- Investigate complaints, compliments and service concerns.
- Develop action plans to address service issues and improve performance.
- Ensure all communications are professional, compassionate and responsive.
- Promote a culture where customer experience is as important as operational performance.
- Act as the operational liaison with Heathrow Air Ambulance as required.
Quality Assurance
- Conduct operational audits and compliance inspections.
- Audit third-party providers to ensure quality and compliance.
- Monitor service quality and customer experience trends.
- Identify areas for improvement and implement corrective actions.
- Ensure services consistently reflect the premium standards of the SATS brand.
Continuous Improvement
- Identify opportunities to improve operational performance and efficiency.
- Introduce improvements that enhance patient care and customer experience.
- Support organisational change initiatives.
- Use operational data to drive decision-making and service improvements.
Health & Safety Responsibilities
- Promote a positive health and safety culture.
- Ensure compliance with health and safety policies.
- Investigate accidents, incidents and near misses.
- Ensure risk assessments are completed and reviewed.
- Monitor infection prevention and control standards.
- Ensure operational equipment remains safe and compliant.
Person Specification
Qualifications
- Educated to A-Level standard or equivalent experience.
- Full UK Driving Licence.
- Management qualification or equivalent management experience.
Experience
- Significant experience within ambulance operations, patient transport, healthcare transport or emergency services.
- Experience managing operational teams.
- Experience investigating incidents and complaints.
- Experience managing fleet operations.
- Experience working against KPIs and performance measures.
- Experience leading service improvement initiatives.
- Experience managing customer service and client relationships.
Knowledge
- Health and Safety legislation.
- CQC regulatory requirements.
- Fleet compliance requirements.
- People management principles.
- Risk management and governance.
- Private healthcare and patient-centred service delivery.
- International repatriation operations.
- Customer service excellence principles.
Skills
- Excellent leadership and people management skills.
- Strong organisational and planning ability.
- Excellent communication and interpersonal skills.
- Strong problem-solving and decision-making skills.
- Ability to analyse operational performance data.
- Proficient with Microsoft 365 and operational systems.
- Excellent customer service and stakeholder management skills.
Personal Attributes
- Professional and approachable.
- Calm under pressure.
- Highly organised.
- Strong attention to detail.
- Self-motivated and accountable.
- Passionate about delivering exceptional patient, family and client experiences.
- Flexible and willing to work outside normal hours when required.
Key Performance Indicators
- Service delivery performance.
- Client contractual KPIs.
- Patient and client satisfaction scores.
- Complaint volumes and resolution times.
- Staff training compliance.
- Staff attendance and timekeeping.
- Uniform and professionalism standards.
- Fleet availability and utilisation.
- Vehicle servicing and MOT compliance.
- Vehicle cleanliness and VDI completion rates.
- Driver behaviour and telematics scores.
- Health and safety compliance.
- Audit outcomes.
- Staff engagement and retention.
- Repatriation mission performance.
- Customer feedback and recommendation rates.
Working Relationships
Reports To
- Chief Operating Officer (COO)
Direct Reports
- Duty Managers
Key Internal Relationships
- Clinical Team
- Fleet Team
- HR
- Training Department
- Senior Leadership Team
Key External Relationships
- Hospital Managers
- Private Healthcare Providers
- Assistance Companies
- Insurance Partners
- Embassies and Consulates
- Heathrow Air Ambulance
- Third-Party Ambulance Providers
- Vehicle Maintenance Suppliers
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Operations Manager in Slough employer: SATS Ambulance
SATS Ambulance is an exceptional employer, offering a dynamic work environment in London where compassion and professionalism are at the forefront of our operations. As an Operations Manager, you will lead a dedicated team, ensuring high standards of patient care while benefiting from continuous professional development and a supportive culture that prioritises employee well-being. With a commitment to operational excellence and a focus on delivering outstanding customer service, SATS provides a rewarding career path for those passionate about making a difference in private healthcare transport.
StudySmarter Expert Advice🤫
We think this is how you could land Operations Manager in Slough
✨Get Involved with Local Health Initiatives
Join local community health events or volunteer for organisations like public health agencies. This not only builds your experience but also helps you network with industry professionals who might know of openings at places like SATS Ambulance.
✨Tap into Professional Associations
Check out associations like the Institute of Healthcare Management. They often have job boards, networking events, and conferences that are perfect for connecting with potential employers in health sciences administration.
✨Stay Updated with Industry Trends
Follow health policy news and trends—being knowledgeable about the current landscape will not only help you in interviews but also make you stand out as a candidate. You can discuss recent developments and their implications when chatting with folks at SATS Ambulance.
✨Apply Through Our Website for Better Visibility
When you find roles that excite you, especially at places like SATS Ambulance, don’t forget to apply through our website. This can sometimes give you an edge by showing the employer you’re savvy and committed to finding the right fit.
We think you need these skills to ace Operations Manager in Slough
Some tips for your application 🫡
Highlight Your Relevant Experience:When applying for a role in health sciences administration, it's super important to spotlight any relevant experience you have in healthcare settings. Whether you've worked in a hospital, a clinic, or any related environment, make sure to detail those roles in your CV – focusing on your responsibilities and achievements that align with the job at SATS Ambulance.
Showcase Your Administrative Skills:Administrative skills are key in this field, so don’t hold back! Make sure your CV reflects your proficiency in things like scheduling, data management, and compliance with health regulations. Mention specific software you’ve used, such as patient management systems, as this will demonstrate your hands-on abilities and readiness for the role at SATS Ambulance.
Craft a Meaningful Cover Letter:Your cover letter should reflect your passion for the health sciences field and your eagerness to contribute to SATS Ambulance. Share a bit about why you’re drawn to this sector, any impactful situations or challenges you’ve encountered, and how they’ve shaped your desire to work in health sciences administration. This personal touch can really set you apart!
Tailor Your Documents to the Job:Don't use a one-size-fits-all approach! Make sure your CV and cover letter are specifically tailored for this role. Highlight any certifications you have relevant to health administration, and ensure you clearly connect your previous roles to the skills needed for the full-time position at SATS Ambulance. This way, you're showing them you’ve done your homework and are genuinely interested in being a part of their team.
How to prepare for a job interview at SATS Ambulance
✨Showcase Your Administrative Skills
In health sciences administration, being organised is key. Make sure you can demonstrate your skills in managing schedules, paperwork, and data accurately. Be ready to discuss specific tools you've used, like electronic health record systems or scheduling software, and how they improved efficiency in your past experiences.
✨Know Your Regulations
Familiarity with healthcare regulations and compliance is crucial. Brush up on HIPAA, GDPR, or other relevant policies before your interview. We recommend preparing examples of how you've ensured compliance or handled sensitive information in past roles—this will show you're not just knowledgeable but also responsible.
✨Prepare for Scenario Questions
Interviews for administrative roles often involve scenario-based questions to assess your problem-solving skills. Practice responses to common situations you might face, such as dealing with a challenging patient or managing a sudden schedule change. This will not only demonstrate your ability to think on your feet but also highlight your interpersonal skills.
✨Align Your Goals with the Organisation
As a full-time candidate, employers will want to know how your long-term career goals align with their mission. Take some time to research SATS Ambulance’s values and be ready to tie your passion for health sciences administration into their objectives. Demonstrating enthusiasm and career alignment can be a game-changer in this competitive field!
