Head of Operations (Private Healthcare)

HealthHarmonie Ltd; Birmingham; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading healthcare services provider in Birmingham is seeking an experienced operational leader to drive service delivery and compliance across NHS contracts. The role involves oversight of scheduling, workforce planning, and performance management, alongside initiatives for continuous improvement to enhance patient experience. Successful candidates will demonstrate extensive NHS experience, strong stakeholder management skills, and a commitment to excellence in operational services.

Qualifications

• Extensive NHS operational management experience, especially in RTT/SUS reporting.
• Experience in developing virtual and face-to-face service models.
• Strong understanding of NHS contracting and compliance frameworks.
• Experience in clinic scheduling and workforce planning.

Responsibilities

• Provide senior operational leadership across service delivery.
• Lead day-to-day operational delivery across service lines.
• Manage NHS contracts to ensure compliance with KPIs.
• Oversee clinic scheduling and capacity management.
• Lead continuous improvement initiatives and service transformation.

Skills

NHS operational management experience

Service excellence

Stakeholder management

Analytical mindset

Job description

We are expanding our Private Minds services and are seeking exceptional leaders to help shape the future of neurodevelopmental care across the HealthHarmonie and Medinet group. We are looking for a dynamic and experienced operational leader with a proven track record of building and scaling services within the independent healthcare sector.

Service Delivery Leadership & Operational Oversight

• Provide senior operational leadership across service delivery, including scheduling, capacity planning, data reporting, and contract management.
• Lead day-to-day operational delivery across all service lines, ensuring services are efficient, compliant, and aligned to NHS expectations.
• Drive operational excellence through standardised processes, effective workforce coordination, and proactive performance monitoring.
• Work collaboratively with internal teams (Clinical Leads, Finance, Quality & Governance, IT, Business Development) to ensure integrated and effective service delivery.

Contract Management & NHS Compliance

• Lead the operational management of NHS contracts, ensuring compliance with KPIs, access standards, and contractual obligations.
• Act as the primary operational contact for commissioners, supporting performance reviews, contract variations, and service queries.
• Ensure compliance with NHS and regulatory standards including RTT, SUS/CDS, DSP Toolkit, CQC, and Information Governance.
• Prepare evidence, documentation, and reporting for commissioner meetings and contract performance reviews.

Scheduling, Workforce Planning & Capacity Management

• Oversee clinic scheduling and rota management across all outpatient and community services, including room allocation and clinician resource planning.
• Ensure capacity aligns with referral demand, contractual requirements, and service-line forecasts.
• Lead continuous optimisation of clinic utilisation, productivity, and operational efficiency.
• Work closely with patient-flow leads to support demand management and minimise delays or bottlenecks.

Performance, RTT & Data Reporting

• Lead the end-to-end RTT reporting process, ensuring accurate validation, data quality, and adherence to national rules.
• Manage SUS data flows to guarantee timely, accurate submissions and compliance with NHS reporting schedules.
• Develop high-quality operational dashboards and performance reports to support executive decision-making.
• Oversee data quality audits, ensuring integrity and accuracy of all statutory returns and commissioner submissions.

Continuous Improvement & Service Transformation

• Identify opportunities to improve operational efficiency, productivity, and patient experience across service delivery pathways.
• Lead transformation projects and support mobilisation of new services or contracts.
• Standardise and document operational processes to embed consistent working practices.
• Support organisational readiness for CQC inspections, performance reviews, and quality assurance activities.

Qualifications

• Extensive NHS operational management experience, including RTT/SUS reporting and performance delivery.
• Experience in developing both virtual and face-to-face service models
• A strong commitment to service excellence and outstanding patient experience
• The confidence and drive to take ownership of the service and make it their own
• Strong understanding of NHS contracting, compliance frameworks, and regulatory requirements.
• Demonstrable experience in clinic scheduling, workforce planning, and capacity modelling.
• Proven ability to lead and develop operational teams within complex, multi-site services.
• Excellent stakeholder management and communication skills.
• Strong analytical mindset, with high attention to detail and accuracy in data reporting.

Desirable

• Experience in community, outpatient, or patient-facing healthcare services.
• Knowledge of PAS/EPR systems and scheduling tools.
• Experience engaging with NHS commissioners, IC

Personal Attributes

• Highly organised, proactive, and comfortable managing multiple operational priorities.
• Collaborative leadership style with the ability to build strong, effective relationships.
• Performance-driven, with a commitment to quality, compliance, and continuous improvement.
• Adaptable and resilient in a fast-paced and evolving environment.