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:
* Referral → triage → booking → assessment → diagnosis → prescribing → follow-up
* 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:
* Referral-to-assessment time
* Conversion rates (enquiry → assessment)
* DNA (Did Not Attend) rates
* Clinician utilisation
* 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)
* Patient coordinators / admin staff
* Ensure capacity meets referral demand without delays
4. Commercial & Financial Oversight
* Manage operational budgets and cost efficiency
* Monitor revenue performance across:
* Assessments
* Follow-ups
* Treatment pathways
* Improve profitability through:
* Efficient scheduling
* Reduced unused clinical capacity
* Improved conversion rates
5. Patient Experience
* Ensure a high-quality, responsive patient journey
* Oversee onboarding processes including:
* Pre-assessment documentation
* Patient communications workflows
* Reduce waiting times and improve service accessibility
* Manage escalations, complaints, and service recovery
6. Systems & Infrastructure
* Implement and manage:
* CRM / patient management systems
* 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
8. Leadership & Team Management
* 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]
* Clinician utilisation: 80–90% target
* Conversion rate (enquiry → assessment): 60% target
* DNA rate: [target to be defined]
* Time from diagnosis to prescribing: [target to be defined]
* Patient satisfaction and retention: high and improving trend
Experience
* Senior operations experience in:
* Healthcare services, clinics, or diagnostics
* High-volume, process-driven environments
* 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
Desirable Experience
* Experience within ADHD or mental health services
* Familiarity with NHS England pathways
* Experience in private healthcare service delivery models
Key Skills
* Strong operational leadership and execution
* Data-driven decision making
* Process design and optimisation
* Workforce planning and scheduling
* Commercial and financial acumen
* Ability to work at pace in a scaling organisation