Operations Executive

IPRS Health; Ipswich; Hybrid; GBP 35,000; Full time

Job summary

A healthcare service provider in Ipswich seeks an experienced Operations Executive to assist the Operations Director in leading client implementations and project management. This role requires a blend of change management and client implementation, ensuring smooth service delivery to corporate clients. Successful candidates will possess strong customer service and project management skills, alongside qualifications such as GNVQ/NVQ Level 4. The position offers a salary of £35,000 and a hybrid work model, providing flexibility and various employee benefits.

Benefits

25 days annual leave plus 8 public holidays

Flexible Working

Membership of the company pension scheme

High street discounts

Qualifications

• Minimum of three years implementation, change / project management experience.
• Minimum of five years of customer service experience.
• Ability to produce clear written communications.

Responsibilities

• Manage the implementation process of new clients and services.
• Provide support to the Operations Director.
• Manage triaging and progression of change requests.

Skills

Customer service experience

Project management

Communication skills

Problem-solving

Education

GNVQ/NVQ Level 4 qualification or equivalent

6 GCSE/O level passes A-C including English and Maths

Tools

Jira

Azure DevOps

Microsoft programmes

Job description

Based in Ipswich but with roles through the UK, IPRS Health is one of the UK’s leading providers of physiotherapy, mental health and wellbeing services, to the Occupational Health, Insurance and Legal sectors. IPRS Health are a forward-thinking organization, utilizing the latest in digital innovations to provide first-class clinical services to their patients.

We take pride in our innovative approach, combining traditional treatments with new innovative methods to improve our patient's experience and results, whilst helping keep costs down for our clients.

IPRS Health has an extensive in-house team of multidisciplinary clinicians which, coupled with our carefully selected and managed national clinical network, can provide a first-class service, throughout the UK.

We are looking for an Operations Executive to assist the Operations Director in leading on client implementation, change and project management across the business, liaising between business sponsors and key operational and development teams to deliver high quality solutions to ensure the future growth of physiotherapy & mental health services.

Position

We are seeking an experienced Operations Executive to provide support to the Operations Director and operational teams across IPRS Health’s service delivery to help ensure the smooth running of the operational service delivery to IPRS Health’s corporate clients and patients. The successful candidate will assist with the launch and delivery of innovative operational and clinical services to IPRS Health clients in the most effective manner, through optimum operational business processes and procedures.

As an Operations Executive for IPRS Health your role involves a blend of change and project management, client implementation, application management, business improvement and BCP programme management across the business. Often acting as a liaison across multiple departments to ensure BAU service delivery and the future growth of physiotherapy & mental health services.

Your success will help to ensure the smooth running of the operational service delivery to IPRS Health’s corporate clients and patients, and the successful launch of new clients, services and improvement projects.

Summary of Responsibilities

• To manage the implementation process of new clients and/or new services, consulting and cascading client contract changes to all operational departments and completing post implementation reviews
• To provide support and deputise to the Operations Director as and when required, and operational teams to ensure smooth running of the operational service delivery
• To manage the triaging and progression of change requests, assisting the Operations Director in progressing projects agreed as part of the Development Roadmap and liaising with the Development team on change requests and projects
• To support in the planning, scoping, documenting, testing and roll out of operational transformational projects
• To manage a continuous improvement programme on existing IPRS Health digital services, ensuring that improvements are managed through to resolution
• To manage a quality assurance programme on existing service delivery, following implementation of change and spot checks on existing services, including monthly meetings with finance to regularly review any invoice issues and uninvoicing in the system, acting as a liaison with operational teams where resolution is required
• To be part of a Pharos high level access group, setting up new clients and progressing operational changes on the system, as and when required
• To manage the BCP programme, maintaining documentation and an annual test schedule, debriefing on incidents and providing an overview to new starters

Requirements

Person Specification

Qualifications

• GNVQ/NVQ Level 4 qualification or equivalent (D)
• Minimum of 6 GCSE/O level passes A-C or equivalent, including English and Maths (E)
• Relevant bachelor’s degree (D)

Experience & Knowledge

• A minimum of three years implementation, change / project management experience (E)
• A minimum of five years’ customer service experience (E)
• Ability to produce written communications (e.g. training documents, project plans) which are clear and readily understood (E)
• Practical experience of project management software, for example Jira, Azure Dev Ops (D)
• A formal project management qualification such as Agile, Prince2, APM (D)
• Experience of dealing with medical professionals and patients (D)
• Experience of using various Microsoft programmes and databases (E)
• Knowledge of performance and/or financial reports, analysing data and reviewing performance against SLAs/KPIs (E)

Skills

• Ability to lead, coach, train and motivate whilst keeping focused on quality and productivity, driving performance through KPI’s (E)
• Ability to identify and implement ways to improve customer service functions (E)
• Clear and concise written and spoken communication skills (E)
• Attention to detail and the ability to record information accurately (E)
• Ability to communicate effectively with internal and external customers and provide excellent customer service (E)
• Ability to analyse problems, come up with effective solutions and implement these (E)
• Ability to plan and organise workloads effectively, compiling project plans and monitoring and documenting progress (E)

Other information

Salary & Benefits

Salary: £35,000 per annum

Hours: 8 hours per day / 40 hours per week (Mon-Fri)

Location: This is a hybrid role, working a minimum of 2 days per week in the office (Location IP6 0FU), remainder working from home.

Other benefits

• 25 days annual leave plus 8 days public holidays, increasing with completed years service & opportunity to purchase additional leave
• Moving Day Leave
• Employee Assistance Programme
• High street discounts
• Flexible Working
• Free eye tests every 2 years
• Free annual flu vaccination
• Membership of the company pension scheme
• Recruit a Friend bonus of up to £1500
• Environmental Initiatives
• Westfield Health Cash Plan