Patient Travel Services & Systems Manager

Irish Cancer Society; Dublin; Hybrid; EUR 70,000 - 100,000; Full time

Job summary

Irish Cancer Society is seeking a Patient Travel Services & Systems Manager to lead the transport operations and digital initiatives that support cancer patients and volunteers. You will drive service performance, optimise workflows, and ensure high-quality patient care across a hybrid model with Dublin-based office attendance.

The role requires strategic leadership, data-driven decision making, and strong relationships with hospitals and healthcare partners to deliver safe, reliable transport

Qualifications

• Proven record of digital service innovation and delivery.
• Substantial management experience in a complex operational role.
• Experience in health transport, logistics or not-for-profit sectors beneficial.
• Evidence of continuing professional development in digital services, customer experience, change and leadership.
• Six Sigma or process-improvement certification desirable.

Responsibilities

• Lead the Patient Travel Services & Systems team to ensure high‑quality patient-centered care.
• Oversee digital tool integration and use of CRM and BI to inform decisions.
• Develop growth projections and budgets for the service.
• Manage risk registers and SLA compliance.
• Build strong relationships with partner hospitals and external stakeholders.
• Drive continuous improvement and digital automation of workflows.
• Provide strategic input for short- and long-term transport service needs.

Skills

Digital service innovation

Management experience

Data analytics

Leadership

Healthcare transport knowledge

Change management

Communication skills

Tools

Microsoft Dynamics

Power BI

CRM systems

Job description

Reports to: Head of Service Operations

Contract type: Permanent

Hours: Full-time - Mon - Fri 9am to 5pm (35 hours per week)

Location: The Society operates a hybrid working model with a combination of remote and in-person (Dublin 4 office) working

Office Days: Office attendance days are Wednesday & Thursday

WHO WE ARE

The Irish Cancer Society is a community of patients, survivors, volunteers, supporters, health and social care professionals and researchers. Together, we are working to save lives and improve the lives of people affected by cancer.

A cancer diagnosis impacts all areas of a person’s life. At the Irish Cancer Society, we aim to reduce this burden of cancer and improve the quality of life for everyone affected by cancer, from diagnosis to end of life.

Core to the delivery of our services is our Transport Service. This Service provides volunteer drivers to transport cancer patients to and from their hospital chemotherapy treatments, and some radiotherapy treatments in participating hospitals. With demand for this service growing year on year, we are looking for an experienced Manager to develop this service into its next phase, focusing on sustainable growth, building efficient processes and harnessing digital solutions.

YOU WILL

Lead our Patient Travel & Driver Services team, ensuring high quality patient centred care, and managing the effective operation of the service and associated systems and processes.

The Patient Travel Services & Systems Manager should be an experienced, forward-thinking operational leader, who wants to make a real difference for people affected by cancer by leading one of Ireland's largest patient transport services. This role requires expertise in service planning, workflow optimisation, and continuous improvement.

With the need of this service skyrocketing, you will be responsible for taking a 360-degree view of the landscape and implementing new technologies, improving operational efficiency and driving sustainable growth of the service.

MAIN RESPONSIBILITIES

Service Operations and Management:

• The overall management of the patient travel service & associated systems, ensuring high quality, performance, and excellence in service user experience – for both service users and volunteer drivers. Our service users also include children and their families.
• Enhancing and identifying new opportunities to bring patients to their treatments, and the design and implementation of these opportunities, in particular where digital transformation can support.
• Maximising use of business tools including Microsoft Dynamics, Power BI and any suitable additional informatics sources to inform operational and business decision making
• Developing growth projections and budgets for the service on an annual basis
• Strong focus on compiling and analysing the key activity and performance statistics for the service.
• Oversee the seamless integration of digital technologies into existing operations
• Lead out on the evaluation, selection and implementation of digital tools and platforms to aid in the efficient operation of the service
• Developing an online system for the application and processing of grant applications, with appropriate call backs from across Services.
• Supporting the development of our case-management and call-logging systems, to ensure that relevant information and data is captured to provide the best support to people affected with cancer.
• Designing and implementing the pathways, policies, and processes for referral or transfer to other services within the Society, ensuring a seamless experience for the service user, volunteer driver and our staff.
• Support risk management initiatives and maintain a risk register.
• Ensure day to day management of and compliance with service level agreements (SLAs).
• Proactively address operational issues, ensuring solutions are implemented in a timely and efficient manner

Leading and managing a high-performing team:

• Manage, motivate and inspire a high performing team, ensuring effective performance and engagement. The team is made up of an administration team, and two team coordinators who support the patients, and a bank of about 1400 volunteer drivers.
• Ensure the professional development of all members of the team, identifying training needs, and opportunities for mentoring, coaching and development.
• Promote a culture of excellence in the delivery of services.

Relationships and Partnerships:

• Develop and maintain strong relationships with partner hospitals and other healthcare providers and external stakeholders, in order to provide high quality service to patients.
• Ensuring appropriate agreements are in place and reviewed regularly, keeping apace of the changing landscape of treatment options for patients.
• Ensure that partner hospitals and other healthcare providers requesting transport for patients are aware of operational guidelines, and eligibility for the service.
• Work effectively with colleagues across the Services Department and wider organisation, to ensure the integration of the patient travel & driver service in the Society and that the full range of supports and services are made available to all patients and families we work with.
• Work effectively across the organisation to support awareness of the service and the Society, contribute to the promotion of the Society’s brand, and support the Society’s fundraising.

Performance, Service Development and Continuous Improvement:

• Provide strategic input for short, medium and long-term requirements of the Transport service and ensure targets, KPI's and quality standards are met across all areas of the service.
• Maximise the use of the CRM (currently Microsoft Dynamics) and other systems available e.g. powerBI to analyse data related to service performance and delivery, and report on same.
• Use data analytics, to understand the service, obtain insights and drive continuous improvements, including identifying ways to mitigate or resolve any challenges identified.
• Keep up to date on new technologies and digital services, and research and ensure understanding of the needs and behaviours of our patients and volunteer drivers.
• Ensure that feedback is obtained about the service and be responsive to opportunities for improvement.
• Conduct reviews of the transport service on a regular basis to ensure a high-quality service is delivered, and implement changes through a continuous improvement culture.
• Implement a structured continuous improvement framework to enhance productivity, reduce errors, and streamline workflows.
• Lead process redesign initiatives, including digital automation, documentation simplification, and workflow optimisation.

Safety, Quality & Risk:

• Encourage a culture of reporting among the team
• Maintaining and updating departmental risk registers, incident reports and system quality
• Regular review and actioning of departmental risk registers

Person Specification:

• Passionate about technology: you’re passionate about how technology and systems can enable a great customer and employee experience. You understand and are curious about digital and technology tools and platforms for the management and delivery of programmes, and are always identifying new ways that technology can support your work.
• Analytical: you are comfortable examining data and statistics and drawing conclusions to support decision making, and future planning
• Innovative: you have a proactive and curious mind-set and desire to explore and implement innovative solutions
• A people person: whether it’s supporting staff, working with volunteers, or engaging with colleagues at all levels you understand what makes people tick, and create effective relationships. You collaborate easily, and know the benefits of team work.
• A problem solver: you see situations from different angles and are trusted by others to help find solutions. You look for the path forward, and remain optimistic and calm through challenges.
• A great communicator: you are able to communicate effectively across multiple channels (face-to-face, written, digital) and adopt your style to meet the audience where they are.
• A superb leader: you are able to positively lead people to meet their goals, delegate when needed and support a team in a developing service. You know the value of the people who work for you.

YOUR QUALIFICATIONS AND EXPERIENCE

• Proven record of digital service innovation and delivery, digital strategy implementation and/or operational excellence.
• Substantial management experience in a complex operational role. The Society measures experience in terms of experience gained, rather than years, but the typical candidate would have c. 5 years of management experience in a comparable role.
• Previous working in the health transport sector, logistics or not-for-profit sector may be beneficial, but the role is open to candidates from any background who demonstrate an understanding of our work and its complexities.
• Demonstrated evidence of continuing professional development and ongoing learning, in areas such as digital services, customer experience, change and project management, and leadership.
• Certification in process improvement (e.g. Six Sigma, TQM or equivalent) desirabl

The closing date for applications is Tuesday 1st of September 2026

Please note all CVs are logged through a third-party system for processing