Operations and Development Executive

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