Head of Patient Access & Experience

Bupa; Greater London; On-site; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Professional registration fees

25 days holiday per year

Bupa health insurance

Enhanced pension plan

Online discounts

Job summary

King Edward VII's Hospital in London is seeking a Head of Patient Access to lead patient journey optimisation from first contact through admission, across Contact Centre, Reservations, Front of House and Security.

Reporting to the COO, you will shape capacity planning, operational resilience and service transformation while driving exceptional patient and consultant experiences within a renowned independent hospital.

Qualifications

• Significant senior operational management experience in healthcare or similar highly regulated environment.
• Experience leading multiple operational services with managers and suppliers.
• Proven track record in patient access, booking or admissions operations.
• Strong analytical skills using capacity and performance data to drive improvement.
• Experience delivering service improvement or process redesign initiatives.
• Knowledge of business continuity, operational resilience and risk management.
• Understanding of sustainability principles with measurable outcomes.
• Excellent stakeholder management and communication skills across clinical, operational and executive teams.
• Experience managing budgets and third-party supplier contracts.
• Experience in independent healthcare settings.

Responsibilities

• Lead the Contact Centre and Reservations to ensure responsive, patient-centred enquiry, booking and admission processes.
• Provide senior leadership for Front of House, reception, portering and Security services, ensuring a safe, welcoming environment.
• Collaborate with Heads of Department, Finance and Transformation to optimise demand, capacity and utilisation.
• Develop operational performance reporting using activity, productivity, capacity, utilisation and financial data.
• Drive service improvement, transformation and process redesign initiatives across the hospital.
• Oversee the Hospital's Business Continuity Planning and resilience programme.
• Lead the Sustainability Strategy and embed sustainable practices across departments.
• Provide visible leadership and performance development across the portfolio.
• Manage budgets, contracts and supplier relationships for efficiency and safety.
• Collaborate with consultants, clinical teams and external partners to meet objectives.
• Ensure risks, incidents, complaints and audits are managed with reporting to the COO.
• Foster accountability and continuous improvement in patient access and service quality.

Skills

Senior operations management

Multi-service leadership

Patient access leadership

Analytical skills

Process improvement

Business continuity

Sustainability

Stakeholder management

Budget & contracts

Independent healthcare

Education

Degree-level qualification in Healthcare Management, Business, Operations or related discipline

Postgraduate qualification in Management, Leadership, Service Improvement, Project Management or Change Management

Job description

King Edward VII's Hospital in London is seeking a Head of Patient Access to lead patient journey optimisation from first contact through admission, across Contact Centre, Reservations, Front of House and Security.

Reporting to the COO, you will shape capacity planning, operational resilience and service transformation while driving exceptional patient and consultant experiences within a renowned independent hospital.