Head of Operations – ADHD Assessment & Treatment Service
Location: UK (Hybrid / Remote with travel as required)
Reporting to: Managing Director
Role Purpose
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
1. Service Delivery & Patient Pathway
- Own and manage the full patient journey:
- Referral → triage → booking → assessment → diagnosis → prescribing → follow-up
- Ensure effective coordination between:
- Assessors (e.g. RMNs / clinicians)
- Prescribers
- Patient coordination team
- Develop and maintain clear SOPs across all stages
- Identify and resolve delays, inefficiencies, and drop-offs in the pathway
2. Operational Performance & KPIs
- Own core service metrics, including:
- Referral-to-assessment time
- Conversion rates (enquiry → assessment)
- DNA (Did Not Attend) rates
- Clinician utilisation
- Time from diagnosis to prescribing
- Build dashboards and performance reporting tools
- Drive continuous improvement across all operational processes
3. Capacity Planning & Workforce Management
- Optimise clinician scheduling to maximise utilisation
- Forecast demand and align staffing levels accordingly
- Oversee recruitment and onboarding of:
- Assessors
- Prescribers (in coordination with Clinical Lead)
- Patient coordinators / admin staff
- Ensure capacity meets referral demand without delays
4. Commercial & Financial Oversight
- Manage operational budgets and cost efficiency
- Monitor revenue performance across:
- Assessments
- Follow-ups
- Treatment pathways
- Improve profitability through:
- Efficient scheduling
- Reduced unused clinical capacity
- Improved conversion rates
5. Patient Experience
- Ensure a high-quality, responsive patient journey
- Oversee onboarding processes including:
- Pre-assessment documentation
- Patient communications workflows
- Reduce waiting times and improve service accessibility
- Manage escalations, complaints, and service recovery
6. Systems & Infrastructure
- Implement and manage:
- CRM / patient management systems
- Booking and scheduling platforms
- Digital forms and assessment workflows
- Drive automation to reduce manual administration
- Ensure secure and accurate handling of patient data
7. Governance & Compliance (Operational)
- Ensure compliance with:
- Care Quality Commission (CQC) standards
- GDPR and data protection regulations
- Maintain robust audit trails and documentation
- Support Clinical Lead with operational governance requirements
- Oversee incident reporting and complaints systems
8. Leadership & Team Management
- Lead and develop:
- Patient coordination team
- Scheduling and admin staff
- Set clear KPIs and performance expectations
- Build a structured, accountable, high-performance culture
- 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
Head of Operations – ADHD Assessment & Treatment Service
Location: UK (Hybrid / Remote with travel as required)
Reporting to: Managing Director
Role Purpose
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
1. Service Delivery & Patient Pathway
- Own and manage the full patient journey:
- Referral → triage → booking → assessment → diagnosis → prescribing → follow-up
- Ensure effective coordination between:
- Assessors (e.g. RMNs / clinicians)
- Prescribers
- Patient coordination team
- Develop and maintain clear SOPs across all stages
- Identify and resolve delays, inefficiencies, and drop-offs in the pathway
2. Operational Performance & KPIs
- Own core service metrics, including:
- Referral-to-assessment time
- Conversion rates (enquiry → assessment)
- DNA (Did Not Attend) rates
- Clinician utilisation
- Time from diagnosis to prescribing
- Build dashboards and performance reporting tools
- Drive continuous improvement across all operational processes
3. Capacity Planning & Workforce Management
- Optimise clinician scheduling to maximise utilisation
- Forecast demand and align staffing levels accordingly
- Oversee recruitment and onboarding of:
- Assessors
- Prescribers (in coordination with Clinical Lead)
- Patient coordinators / admin staff
- Ensure capacity meets referral demand without delays
4. Commercial & Financial Oversight
- Manage operational budgets and cost efficiency
- Monitor revenue performance across:
- Assessments
- Follow-ups
- Treatment pathways
- Improve profitability through:
- Efficient scheduling
- Reduced unused clinical capacity
- Improved conversion rates
5. Patient Experience
- Ensure a high-quality, responsive patient journey
- Oversee onboarding processes including:
- Pre-assessment documentation
- Patient communications workflows
- Reduce waiting times and improve service accessibility
- Manage escalations, complaints, and service recovery
6. Systems & Infrastructure
- Implement and manage:
- CRM / patient management systems
- Booking and scheduling platforms
- Digital forms and assessment workflows
- Drive automation to reduce manual administration
- Ensure secure and accurate handling of patient data
7. Governance & Compliance (Operational)
- Ensure compliance with:
- Care Quality Commission (CQC) standards
- GDPR and data protection regulations
- Maintain robust audit trails and documentation
- Support Clinical Lead with operational governance requirements
- Oversee incident reporting and complaints systems
8. Leadership & Team Management
- Lead and develop:
- Patient coordination team
- Scheduling and admin staff
- Set clear KPIs and performance expectations
- Build a structured, accountable, high-performance culture
- 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
…