Operations Manager - Patient Care

Jas Gujral; London; On-site; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is looking for an Operations Manager to lead a dedicated team in enhancing patient care services. This role requires a seasoned professional who can effectively manage staff, optimize operations, and leverage data to drive performance improvements. The successful candidate will play a pivotal role in ensuring service delivery excellence while fostering a culture of continuous improvement. If you are passionate about operational efficiency and team development, this opportunity offers a chance to make a significant impact in a vital sector.

Qualifications

• Previous experience in a similar role is essential.
• Ability to communicate ideas clearly to senior management.
• Experience using data to enhance performance.

Responsibilities

• Manage all staff within the operations group, including onboarding and performance management.
• Implement improved operational procedures across all shifts.
• Collaborate with the Operations Director to develop KPIs for operational aspects.

Skills

Team Management

Data Analysis

Communication

Operational Procedures

Performance Management

Education

Relevant Qualifications

Tools

Microsoft Excel

BI Tools

Job description

Operations Manager for Patient Care

Our client is seeking to recruit a seasoned professional, ideally with experience managing patients and their transportation.

The role involves organizing and managing a team of approximately 30 personnel.

This position operates over two shifts from Monday to Friday: 6:00 am to 4:00 pm and 12:00 noon to 9:00 pm.

Working effectively in a team environment is crucial for success; therefore, maintaining positive relationships with colleagues is essential.

Delivering excellent service is vital for our ongoing expansion and maintaining the trust of our partners.

The Operations Manager's role is to ensure consistent service delivery by leveraging data metrics and staff development, fostering a continuous improvement program to retain staff and scale the business.

Key Responsibilities:

• Manage all staff within the operations group, including onboarding and offboarding, shift optimization, holiday planning, sickness, absenteeism, and performance management.
• Implement improved operational procedures across all shifts, standardizing call handling, customer management, issue reporting, and maintaining a professional working environment.

  Understand and manage the technology supporting operations, primarily Echo, telecoms, and future innovations.

• Collaborate with the Operations Director and COO to develop KPIs for all operational aspects and use this data to drive improvements.
• Coordinate with the Driver Services Manager to ensure fair allocation of patient journeys, optimizing work distribution and supporting Driver Companion earnings through POB (Patients on Board).
• Work closely with the Head of Fleet to align supply with demand and meet SLA criteria.
• Partner with the Operations Director, COO, and sales team on new business integration.
• Ensure accurate daily pricing exceptions are managed.
• Work with the Head of Compliance & Training to address queries and issues.

Skills Required:

Previous experience in a similar role is essential.

Experience using data to enhance performance.

Ability to communicate ideas clearly and concisely to senior management.

Uphold ethical behavior and professional standards consistent with our core values.

Assess situations to determine importance, urgency, and risks, making decisions and escalating when necessary.

Proficient in key software packages such as Microsoft Excel and BI tools.

Personal Skills:

Qualifications relevant to the role.

Determination and persistence.

Effective communication skills.

Self-awareness and critical thinking.

Willingness to learn and develop skills.

Teamwork skills.

Honesty and integrity.