Head of Operations – ADHD Assessment & Treatment Service Location:
UK (Hybrid / Remote with travel as required)
Reporting to:
Managing Director
Role Purpose The Head of Operations is responsible for the end-to-end operational delivery, performance, and scalability of a national ADHD assessment and treatment service (adult and CAMHS).
You will design, build, and manage the systems, people, and processes required to deliver a high-volume, efficient, and fully compliant service—ensuring patients move smoothly from referral through assessment, diagnosis, and treatment.
This is a hands‑on leadership role with full accountability for service performance, patient flow, and operational profitability.
Key Responsibilities 1. Service Delivery & Patient Pathway
Own and manage the full patient journey:
Ensure effective coordination between:
Assessors (e.g. RMNs / clinicians)
Prescribers
Patient coordination team
Develop and maintain clear SOPs across all stages
Identify and resolve delays, inefficiencies, and drop-offs in the pathway
2. Operational Performance & KPIs
Own core service metrics, including:
DNA (Did Not Attend) rates
Time from diagnosis to prescribing
Build dashboards and performance reporting tools
Drive continuous improvement across all operational processes
3. Capacity Planning & Workforce Management
Optimise clinician scheduling to maximise utilisation
Forecast demand and align staffing levels accordingly
Oversee recruitment and onboarding of:
Assessors
Prescribers (in coordination with Clinical Lead)
Ensure capacity meets referral demand without delays
Manage operational budgets and cost efficiency
Assessments
Follow‑ups
Improve profitability through:
Reduced unused clinical capacity
Improved conversion rates
Oversee onboarding processes including:
Patient communications workflows
Reduce waiting times and improve service accessibility
Manage escalations, complaints, and service recovery
6. Systems & Infrastructure
Implement and manage:
Booking and scheduling platforms
Digital forms and assessment workflows
Drive automation to reduce manual administration
Ensure secure and accurate handling of patient data
7. Governance & Compliance (Operational)
Ensure compliance with:
Care Quality Commission (CQC) standards
GDPR and data protection regulations
Maintain robust audit trails and documentation
Support Clinical Lead with operational governance requirements
Oversee incident reporting and complaints systems
Lead and develop:
Patient coordination team
Scheduling and admin staff
Set clear KPIs and performance expectations
Build a structured, accountable, high-performance culture
Provide training, support, and ongoing development
Key Performance Indicators
Referral to assessment time: [target to be defined]
DNA rate: [target to be defined]
Time from diagnosis to prescribing: [target to be defined]
Patient satisfaction and retention: high and improving trend
Experience
Proven ability to build or scale services
Experience managing teams and operational performance
Strong commercial awareness and ownership of budgets or P&L
Experience implementing systems, workflows, and reporting structures
Experience within ADHD or mental health services
Familiarity with NHS England pathways
Key Skills
Strong operational leadership and execution
Process design and optimisation
Workforce planning and scheduling
Commercial and financial acumen
Ability to work at pace in a scaling organisation
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