We are part of a leading international group of fertility specialists, including CREATE Fertility and IVI London, providing world-class reproductive healthcare across the UK.
Our clinics are at the forefront of innovation, offering Natural and Mild IVF meaning, gentler, safer approaches that use little to no fertility medication alongside a full range of advanced treatments, including IVF, IUI, ICSI and fertility preservation.
Together, we are committed to evidence-based treatments, cutting-edge technology and personalised, patient-focused care helping to give every patient the best possible chance of success.
JOB PURPOSE
The Hub Manager is a key member of the Quadrumvirate Hub Leadership Team, serving as the non-clinical professional lead for the Hub team. The Hub Manager is also a member of the Hub Dyad, and is the Non-Clinical Accountable Officer for their cluster.
The Hub Manager is accountable for all non-clinical activities and KPI across their cluster, including the delivery of a high-quality patient experience and commercially successful business. This includes people management of all non-clinical staff members across the cluster, and supporting colleagues across the Quadrumvirate Hub Leadership Team.
DUTIES AND OBJECTIVES
Reporting to the UK Operations Director, serving as the cluster Non-Clinical Accountable Officer and key partner to the cluster Clinical Accountable Officer, leading all non-clinical elements of the hub and its associated satellites to drive world class patient care and a financially efficient business, including but not limited to the following:
* Leadership of the cluster non-clinical team, including Deputy Hub Manager, Administration Manager, Patient Coordinators and Receptionists, and other future roles that may be introduced as the team grows and evolves
* Cooperative line management with the Hub Clinical Lead of the Hub Nurse Manager and Hub Lab Manager, with specific accountability for all non-clinical duties
* Operational leadership of the cluster, ensuring the patient centric, operationally effective, and financially efficient running of the business on a day to day basis, in partnership with the Quadrumvirate Hub Leadership Team
* Commercial management of the cluster including all pay, non-pay, and capital expenditure, ensuring cost effective and financially sustainable use of resources
* Driving of clinic growth, productivity, and efficiency, aligned to UK driver metrics, bonus criteria, and strategic objectives, including the support of the setting of such objectives
* Management of local clinical capacity to ensure maximal patient contact and progression through the patient pathway, with a particular focus on initial consultation, conversion, and sales targets
* Leading the delivery of local improvement projects and standalone projects following best practice methodology and change management processes
* The creation, improvement, and participation in local, organizational, and clinical governance to ensure a high performing and productive clinic, including intervention and performance management where achievement is not sufficient
* Oversight and management of the cluster workforce to ensure a capacity and demand mapped service, optimized for efficient service delivery and a delightful patient experience. This includes ownership of all recruitment, performance management, ongoing management, and other reasonable duties conducted with the support of HR and in accordance with company policies
* Ensure that non-clinical colleagues across the cluster receive an excellent standard of onboarding, professional development, and holistic support. This should include the development of, and progression through, profession specific competency frameworks and training pathways
* Supporting the development of a positive culture of patient centric care, commercial excellence, and professional accountability
* Ensure fit for purpose, aesthetically appropriate, and appropriately maintained estates and facilities, in keeping with a high-quality patient experience
* Ensure and support the purchase, maintenance, and use of non-clinical equipment across the cluster, including the management of capital expenditure aligned to business commercial objectives
* Delivery of all legislative and regulatory requirements as governed by the HFEA
* To be responsible for, and cooperate with, all efforts to manage appropriate complaints, legal proceedings, and incidents across the cluster in accordance with company policy
* Work with the Central Quality Team to ensure that at all times all sites within the local Hub have robust Business Continuity Plans including all associated audits, training, and maintenance
* Serve as the Hub Health & Safety Officer, complying with all statutory requirements and escalating where issues and risks cannot be appropriately managed or resolved locally
* Other reasonable requests made by the IVIRMA Northern Europe Senior Leadership Team
Key Results / KPIs:
* Achieve high patient satisfaction scores in line with company benchmarks.
* Meet or exceed financial targets and KPIs for revenue and cost management.
* Ensure team performance targets are met and promptly address any issues.
* Foster staff development and retention through effective training and feedback.
* Maintain optimal operational efficiency in resource and facilities management.
Skills:
* Empathy and Patient Focus: The ability to understand and prioritise patient needs and deliver exceptional customer service.
* Performance Management: Skills in monitoring, reporting, and managing performance, with the capability to develop and implement contingency plans.
* Financial Acumen: Understanding of budgetary management, P&L accounts, and financial performance optimisation.
* Operational Efficiency: Skills in resource management, maximising capacity, and ensuring efficient use of staff, facilities, and equipment.
* Leadership and Team Management: Strong leadership qualities, capable of motivating and managing teams, providing feedback and fostering a positive work environment.
* Communication: Excellent verbal and written communication skills for effective interaction with staff, patients and directors.
* Organisational Skills: Ability to multi-task, prioritise effectively and manage a fast-paced environment.
* Regulatory Compliance: Knowledge of statutory policies and regulations, including HR, health and safety, CQC and HFEA requirements.
* Problem-Solving and Decision-Making: Ability to address and resolve issues promptly, with a strategic approach to overcoming challenges.
* Change Management: Adaptability to handle change and challenges in a dynamic healthcare environment.
* Customer Service Excellence: A passion for delivering a world-class healthcare experience for patients.
Experience / Personal Specification:
Essential:
* Minimum of three years of management experience in private health, beauty/spa, hospitality, retail, or service sectors.
* Proven experience in a target-driven, fast-paced environment.
* Excellent people management skills, with a track record of building and leading high-performing teams.
* Strong organisational and communication skills.
* Experience with P&L accounts or budgetary management for cost control.
* Good understanding of statutory policies, including HR and health and safety.
Desirable
* Positive, ‘can do’ attitude with the ability to handle change and challenges.
* Demonstrated drive, determination, and the ability to navigate daily management challenges.
* Experience with CQC policies and procedures is a distinct advantage.
Experience & Qualifications
* Degree level education or equivalent
* Operational leadership experience, preferably within the healthcare sector
* Verifiable track record of performance, financial, and quality improvements
* Competence in managing local teams and financial budgets
CONFIDENTIALITY
The post holder must maintain the confidentiality of information about patients, clients, staff and Create Health Clinics’ business in accordance with the HFEA Code of Practice, the Code of Confidentiality of Personal Health Data, the Korner Report on confidentiality, the Data Protection Act 1998 and Caldecott principals.
CONSCIENTIOUS OBJECTION
The Human Fertilisation and Embryology Act 1990 specifies that “No person who has a conscientious objection to participating in any activity governed by this Act shall be under any duty, however arising, to do so. In any legal proceedings the burden of proof of conscientious objection shall rest on the person claiming to rely on it.”
HEALTH & SAFETY
Employees must be aware of the responsibilities placed on them under the Health & Safety at Work Act (1974), to ensure that the agreed safety procedures are carried out to maintain a safe environment for employees and visitors.
RISK ENGAGEMENT
All staff have a responsibility to report all clinical and non-clinical accidents or incidents promptly and when requested to co-operate with any investigations undertaken.
EQUAL OPPORTUNITY
Create Health Clinic has adopted an Equal Opportunities Policy and all employees must be aware of their obligations to abide by the spirit and nature of the Policy to avoid direct, and indirect, discrimination.
CONFLICT OF INTEREST
Create Fertility and IVI RMA is responsible for ensuring that the service provided for patients in its care meet the highest standard. Equally, it is responsible for ensuring that staff do not benefit their family or friends.