Head of Patient Operations
At Clinical Partners, we are dedicated to providing high-quality, patient-centric mental health services across the UK. As we continue our rapid growth, we are looking for an experienced and strategic Head of Patient Operations to lead and scale our patient services function, ensuring we deliver a seamless, efficient, and compassionate experience for every patient.
This is a high-impact leadership role in a fast-growing organisation, where you will have the autonomy and resources to design and implement scalable operational strategies that enhance service delivery, improve efficiency, and drive measurable improvements in patient care.
Key Responsibilities:
As Head of Patient Operations, you will lead a large, multi-disciplinary team responsible for managing the entire patient journey – from initial contact and scheduling to ongoing support and aftercare.
1. Leading & Scaling a High-Performing Team – Managing and developing a 100+ person patient operations team, ensuring strong leadership, engagement, and continuous improvement.
2. Optimising Operational Performance – Implementing data-driven processes and performance metrics (KPIs) to drive efficiency, enhance service quality, and support business growth.
3. Enhancing the Patient Experience – Developing best-in-class patient engagement strategies, ensuring all interactions are seamless, empathetic, and aligned with our commitment to clinical excellence and improve outcomes.
4. Implementing Scalable Systems & Technology – Leveraging new customer service tools (salesforce service cloud), implement chat, drive automation and AI support, and new systems to improve scheduling, patient communications, and service delivery.
5. Driving Quality & Compliance – Ensuring that patient operations align with industry standards, regulations, and best practices, supporting Clinical Partners' commitment to delivering safe and effective care.
6. Collaboration & Stakeholder Management – Working closely with clinical operations, clinicians, internal teams, and senior leadership to develop and execute strategic initiatives that enhance service delivery, support business growth and drive positive patient outcomes.
Requirements:
1. Operational Leadership Experience – Proven track record in building and managing large-scale operations (100+ team members) within a fast paced and scaling environment (preference for healthcare, mental health, or a related field).
2. Strong Data & Performance Management Skills – Experience in developing, tracking and improving KPIs, using data to drive decision-making, and continuously improving operational processes.
3. Expertise in Patient Services & Customer Experience – A deep understanding of patient pathways, customer service excellence, and operational efficiency, particularly in a regulated environment or healthcare setting.
4. Technology & Process Improvement Mindset – Experience in implementing and optimising new systems, automation tools, and customer service technology to enhance efficiency and quality.
5. A People-Centric Approach – A strong and proven ability to lead, mentor, and develop teams, creating a culture of excellence, efficiency, engagement, and continuous improvement.
Remuneration and Benefits:
1. 25 days paid holiday (increasing with service to 28 days) plus bank holidays.
2. A day off for your birthday.
3. Healthcare Cash Plan.
4. Benefits Platform.
5. Life Assurance.
6. Discount Vouchers.
7. Flexible working opportunities to suit your personal needs.
8. Opportunities to take part in charitable events.
9. Access to a Wellbeing portal and Employee Assistance Programme (EAP).
Equal Opportunities Employer:
At Clinical Partners we are committed to creating an inclusive and diverse workplace. We believe that everyone deserves an equal opportunity to succeed, regardless of their background, race, gender, age, disability, sexual orientation, or any other characteristic. We welcome applications from all qualified candidates and strive to provide a supportive and respectful environment for all employees.
DBS Check Requirement:
Please note that this position requires a Disclosure and Barring Service (DBS) check as part of our commitment to safeguarding and ensuring the safety of our clients and staff. The successful candidate will be required to undergo a DBS check before commencing employment.
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