Head of Operations

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. 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, and patient coordination team.
   • Develop and maintain clear SOPs across all stages.
   • Identify and resolve delays, inefficiencies, and drop‑offs in the pathway.
2. 2. Operational Performance & KPIs
   • Own core service metrics, including referral‑to‑assessment time, conversion rates (enquiry → assessment), DNA rates, clinician utilisation, and time from diagnosis to prescribing.
   • Build dashboards and performance reporting tools.
   • Drive continuous improvement across all operational processes.
3. 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), and patient coordinators/admin staff.
   • Ensure capacity meets referral demand without delays.
4. 4. Commercial & Financial Oversight
   • Manage operational budgets and cost efficiency.
   • Monitor revenue performance across assessments, follow‑ups, and treatment pathways.
   • Improve profitability through efficient scheduling, reduced unused clinical capacity, and improved conversion rates.
5. 5. Patient Experience
   • Ensure a high‑quality, responsive patient journey.
   • Oversee onboarding processes including pre‑assessment documentation and patient communications workflows.
   • Reduce waiting times and improve service accessibility.
   • Manage escalations, complaints, and service recovery.
6. 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. 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. 8. Leadership & Team Management
   • Lead and develop patient coordination team and scheduling/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.

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