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. 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