Head of Patient Access & Service Excellence

Bupa; King Edward; On-site; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Payment of professional registration

25 days holiday per year

Bupa health insurance

Enhanced pension and life insurance

Other benefits and discounts

Job summary

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

Reporting to the Chief Operating Officer, you will drive capacity, service utilisation and performance reporting, while leading business continuity planning, sustainability initiatives and transformational improvements across a high‑volume, regulated healthcare

Qualifications

• Significant senior operational management experience within healthcare or a complex, regulated service environment.
• Leadership across multiple operational services with responsibility for managers, teams and suppliers.
• Experience leading patient access, contact, booking or admissions in high-volume settings.
• Strong analytical and commercial skills using capacity, utilisation, productivity and financial data to drive improvements.
• Proven record delivering service improvement and transformation projects.
• Knowledge of business continuity, operational resilience and risk management.
• Understanding of sustainability principles and translating strategy into measurable outcomes.
• Excellent stakeholder management and influencing skills across clinical, operational and executive teams.
• Experience managing budgets, contracts and third‑party relationships.
• Degree-level qualification in Healthcare Management, Business, Operations or related field.

Responsibilities

• Lead the Contact Centre and Reservations functions with patient-centred enquiries, bookings and admissions.
• Oversee Front of House, reception, porting and Security to ensure a safe, welcoming environment.
• Collaborate with Finance and Transformation to plan demand, capacity and efficiency.
• Develop operational performance reporting using activity, capacity and financial data.
• Drive service improvement, transformation and process redesign initiatives.
• Lead Business Continuity Planning and operational resilience programmes.
• Support Sustainability Strategy across departments and with Bupa.
• Provide visible leadership to managers and teams for delivery against objectives.
• Manage delegated budgets, contracts and supplier relationships with a focus on safety and quality.
• Coordinate with clinical and executive teams to support organisational objectives and service excellence.
• Maintain governance on risks, incidents, complaints and audit actions.

Skills

Senior operations

Multi-service leadership

Patient access operations

Analytical & commercial

Transformation / process redesign

Business continuity & resilience

Sustainability understanding

Stakeholder management

Budget & contracts

Healthcare management degree

Education

Degree in Healthcare Management or related field

Job description

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

Reporting to the Chief Operating Officer, you will drive capacity, service utilisation and performance reporting, while leading business continuity planning, sustainability initiatives and transformational improvements across a high‑volume, regulated healthcare