Case Study Operations Manager

British Heart Foundation; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading health charity is seeking a Case Study Operations Manager to ensure a reliable pipeline of patient stories supporting various campaigns. You will modernise the Heart Stories Library while leading a dynamic team. Requires experience with data systems, health communications, and project management tools. The role offers a hybrid working model, with flexible arrangements between home and the London office. This position is pivotal in enhancing patient communications and overall service delivery.

Benefits

30 days annual leave plus bank holidays

Private medical insurance

Pension scheme with employer contribution

Full pay for family leave

Life assurance

Extra paid leave for assistance with care duties

Qualifications

• Proficient in clinical terminology and health literacy principles.
• Manage a dynamic service delivery team effectively.
• Guided others to achieve high standards in patient communications.

Responsibilities

• Ensure a reliable pipeline of patient stories for campaigns.
• Modernise the Heart Stories Library and reduce bottlenecks.
• Deliver better experiences for both patients and internal customers.

Skills

Experience managing data or content systems

Familiarity with workflow and project management tools

Strong grasp of health literacy principles

Experience in patient liaison

Education

Degree or equivalent in health communications or related field

Tools

Jira

Trello

Asana

Job description

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The opportunity

As our Case Study Operations Manager, you'll ensure British Heart Foundation (BHF) has a reliable, compliant, and clinically appropriate pipeline of patient stories to support campaigns, fundraising, media, and policy.

In this role, you'll pivot our 'Heart Stories' function to operate as a service delivery team, acting as a casting agent for outward-facing teams.

The role will combine clinical literacy, system integration expertise, and workflow management to modernise the Heart Stories Library, reduce bottlenecks in sign-off, and deliver a better experience for both patients and internal customers.

Our vision is a world where everyone has a healthier heart for longer. Since 1961, BHF has been at the forefront of research that has helped to halve annual deaths from cardiovascular disease in the UK. But our work is needed more than ever. Join our team and your work will contribute towards our lifesaving work.

About you

You'll bring experience managing data or content systems (such as CRM or DAM platforms), and experience introducing or managing workflow and project management tools like Jira, Trello, or Asana to streamline operations. You'll have experience leading and developing a team in a dynamic service delivery context, guiding others to achieve high standards in patient communications.

We are looking for someone who has a degree or equivalent qualification in health communications, health journalism, or a related field, or equivalent experience. You'll be confident with medical and clinical terminology and demonstrate a strong grasp of health literacy principles.

We value experience in patient liaison, clinical communications, or regulated content environments-where attention to detail and the ability to work within guidelines are key. Your understanding of data protection, patient consent, and GDPR compliance within a patient communications setting is essential.

If you are organised, proactive, and passionate about delivering outstanding service, we want to hear from you. This is your opportunity to bring your expertise, leadership, and enthusiasm to a role that makes a real difference.

Working arrangements

This is a hybrid role, where your work will be split between your home and at least one day per week, on average, in our London Office. This may vary from time to time, so you will need to work in a flexible way to unlock your best work for our cause.

About us

Our people are at the heart of everything we do. By funding research across six decades, we've helped keep millions of hearts beating and millions of families together. We're investing in ground-breaking research that will get us closer than ever to a world where everyone has a healthier heart for longer.

We value and respect every individual's unique contribution, celebrate diversity, and make inclusion part of what we do every day.

Our Equality, Diversity and Inclusion (EDI) Strategy, Igniting Change, along with our internal EDI group, Kaleidoscope, and a growing number of employee network groups (our Affinity Groups), help us create an environment where all our colleagues and volunteers can succeed.

Benefits

• 30 days annual leave plus bank holidays.
• Private medical insurance, dental health cover, and money towards gym membership.
• Pension scheme with employer contribution up to 10%.
• Full pay for 12 weeks for family leave including maternity, paternity and adoption leave.
• Life assurance.
• Extra paid leave of up to 10 days to support colleagues who may need more time off work to look after themselves or others close to them.

Need more help balancing your work and home life? Talk to us about what flexibility is available at the application or interview stage.

Interview process

Interviews for this role will be a two-stage process. The first stage interview will be held virtually over MS Teams in w/c 12 January. The second stage interviews will take place in person in our London Office (NW1 7AW) on 19 and 20 January.

How to apply

It's quick and easy to apply for a role at the BHF. Just click on the apply button below. All you'll need is an up-to-date CV and a supporting statement, outlining your interest in the role and how you meet the role's criteria.

As part of our commitment to be an inclusive employer and ensure fairness and consistency in selecting the best candidate for this role, the BHF will use anonymous CV software as part of the application journey.

Should you need any adjustments to the recruitment process, at either application or interview, please contact us.

Please note the internal job title for this role is "Heart Story Operations Manager".