Head of Patient Access & Experience - Flexible Working

Bupa; City of Westminster; On-site; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Registration fees paid

25 days holiday

Health insurance

Enhanced pension & life cover

Discounts & other benefits

Job summary

King Edward VII's Hospital is hiring a Head of Patient Access to lead the Contact Centre, Reservations, Front of House and Security, ensuring a seamless patient journey from first contact through admission.

You will report to the Chief Operating Officer and drive transformational improvements, workforce planning and governance across a high‑volume service environment within a prestigious UK hospital.

Qualifications

• Significant senior operational management experience within healthcare.
• Experience leading patient access, customer contact, booking, admissions or similar high‑volume operations.
• Strong analytical and commercial skills with data-driven decision making.
• Proven ability to deliver service improvement and operational transformation.
• Knowledge of business continuity, operational resilience and risk management.
• Understanding of sustainability objectives and measurable outcomes.
• Excellent stakeholder management and influence across clinical/exec teams.
• Experience managing budgets, contracts and supplier relationships.
• Degree‑level qualification in Healthcare Management or related field.

Responsibilities

• Lead Contact Centre and Reservations to ensure responsive, patient‑centred booking and admission.
• Provide senior leadership for Front of House, reception, portering and Security.
• Collaborate with Heads of Department to optimise demand, capacity and utilisation.
• Develop operational reporting using activity, productivity and financial data.
• Drive service improvement and process redesign to boost patient access and experience.
• Lead Business Continuity Planning and resilience initiatives.
• Oversee Sustainability Strategy and inter‑departmental delivery with Bupa.
• Provide visible leadership with workforce management and performance development.
• Manage budgets, contracts and supplier relationships for efficiency and safety.
• Work with consultants and clinical teams to achieve objectives and service excellence.
• Ensure risks, incidents, complaints and audit actions are properly managed and reported.

Skills

Senior ops management

Cross-service leadership

Patient access ops

Analytical skills

Service transformation

BCP & resilience

Sustainability knowledge

Stakeholder management

Budget & contracts

Healthcare management degree

Education

Degree in Healthcare Management or related

Job description

King Edward VII's Hospital is hiring a Head of Patient Access to lead the Contact Centre, Reservations, Front of House and Security, ensuring a seamless patient journey from first contact through admission.

You will report to the Chief Operating Officer and drive transformational improvements, workforce planning and governance across a high‑volume service environment within a prestigious UK hospital.