Head of Operations

<p><strong>Head of Operations – ADHD Assessment & Treatment Service</strong></p><p><br><br>Please read the information in this job post thoroughly to understand exactly what is expected of potential candidates.<br></p><p><strong>Location:</strong> UK (Hybrid / Remote with travel as required)</p><p><br></p><p><strong>Reporting to:</strong> Managing Director</p><p><br></p><p><strong>Role Purpose</strong></p><p>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).</p><p>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.</p><p><br></p><p>This is a hands-on leadership role with full accountability for service performance, patient flow, and operational profitability.</p><p><br></p><p><strong>Key Responsibilities</strong></p><p><strong>1. Service Delivery & Patient Pathway</strong></p><ul><li>Own and manage the full patient journey:</li><li>Referral → triage → booking → assessment → diagnosis → prescribing → follow-up</li><li>Ensure effective coordination between:</li><li>Assessors (e.g. RMNs / clinicians)</li><li>Prescribers</li><li>Patient coordination team</li><li>Develop and maintain clear SOPs across all stages</li><li>Identify and resolve delays, inefficiencies, and drop-offs in the pathway</li></ul><p><br></p><p><strong>2. Operational Performance & KPIs</strong></p><ul><li>Own core service metrics, including:</li><li>Referral-to-assessment time</li><li>Conversion rates (enquiry → assessment)</li><li>DNA (Did Not Attend) rates</li><li>Clinician utilisation</li><li>Time from diagnosis to prescribing</li><li>Build dashboards and performance reporting tools</li><li>Drive continuous improvement across all operational processes</li></ul><p><br></p><p><strong>3. Capacity Planning & Workforce Management</strong></p><ul><li>Optimise clinician scheduling to maximise utilisation</li><li>Forecast demand and align staffing levels accordingly</li><li>Oversee recruitment and onboarding of:</li><li>Assessors</li><li>Prescribers (in coordination with Clinical Lead)</li><li>Patient coordinators / admin staff</li><li>Ensure capacity meets referral demand without delays</li></ul><p><br></p><p><strong>4. Commercial & Financial Oversight</strong></p><ul><li>Manage operational budgets and cost efficiency</li><li>Monitor revenue performance across:</li><li>Assessments</li><li>Follow-ups</li><li>Treatment pathways</li><li>Improve profitability through:</li><li>Efficient scheduling</li><li>Reduced unused clinical capacity</li><li>Improved conversion rates</li></ul><p><br></p><p><strong>5. Patient Experience</strong></p><ul><li>Ensure a high-quality, responsive patient journey</li><li>Oversee onboarding processes including:</li><li>Pre-assessment documentation</li><li>Patient communications workflows</li><li>Reduce waiting times and improve service accessibility</li><li>Manage escalations, complaints, and service recovery</li></ul><p><br></p><p><strong>6. Systems & Infrastructure</strong></p><ul><li>Implement and manage:</li><li>CRM / patient management systems</li><li>Booking and scheduling platforms</li><li>Digital forms and assessment workflows</li><li>Drive automation to reduce manual administration</li><li>Ensure secure and accurate handling of patient data</li></ul><p><br></p><p><strong>7. Governance & Compliance (Operational)</strong></p><ul><li>Ensure compliance with:</li><li>Care Quality Commission (CQC) standards</li><li>GDPR and data protection regulations</li><li>Maintain robust audit trails and documentation</li><li>Support Clinical Lead with operational governance requirements</li><li>Oversee incident reporting and complaints systems</li></ul><p><br></p><p><strong>8. Leadership & Team Management</strong></p><ul><li>Lead and develop:</li><li>Patient coordination team</li><li>Scheduling and admin staff</li><li>Set clear KPIs and performance expectations</li><li>Build a structured, accountable, high-performance culture</li><li>Provide training, support, and ongoing development</li></ul><p><br></p><p><strong>Key Performance Indicators</strong></p><ul><li>Referral to assessment time: <strong>[target xwzovoh to be defined]</strong></li><li>Clinician utilisation: <strong>80–90% target</strong></li><li>Conversion rate (enquiry → assessment): <strong>60% target</strong></li><li>DNA rate: <strong>[target to be defined]</strong></li><li>Time from diagnosis to prescribing: <strong>[target to be defined]</strong></li><li>Patient satisfaction and retention: <strong>high and improving trend</strong></li></ul><p><br></p><p><strong>Experience</strong></p><ul><li>Senior operations experience in:</li><li>Healthcare services, clinics, or diagnostics</li><li>High-volume, process-driven environments</li><li>Proven ability to build or scale services</li><li>Experience managing teams and operational performance</li><li>Strong commercial awareness and ownership of budgets or P&L</li><li>Experience implementing systems, workflows, and reporting structures</li></ul><p><br></p><p><strong>Desirable Experience</strong></p><ul><li>Experience within ADHD or mental health services</li><li>Familiarity with NHS England pathways</li><li>Experience in private healthcare service delivery models</li></ul><p><br></p><p><strong>Key Skills</strong></p><ul><li>Strong operational leadership and execution</li><li>Data-driven decision making</li><li>Process design and optimisation</li><li>Workforce planning and scheduling</li><li>Commercial and financial acumen</li><li>Ability to work at pace in a scaling organisation</li></ul>