Operations Lead Cancer Support & Screening Services
Reframe and Alvie Health have recently joined together to ensure we can offer the best possible outcomes for our patients.
At Reframe we are wholly invested in delivering better outcomes from cancer for people and business, and we are on the hunt for energetic, creative and enthusiastic people to join our wonderful team. Collectively, we are passionate about reducing the effect of cancer on individuals and their loved ones.
We are a practical, positive and progressive team focused on building a high-quality, scalable and clinically robust service. As a CQC-regulated service, we are committed to maintaining high standards of clinical governance, patient safety and continuous improvement. Everyone in our business plays a key role in delivering excellent patient outcomes while supporting growth and innovation.
This is an exciting interim opportunity to provide operational leadership across the Cancer Support and Screening services during a period of service growth and transformation.
Main duties of the job
1. The Operations Lead will be responsible for day-to-day service delivery, performance management and operational efficiency, ensuring services are safe, responsive, coordinated and scalable.
2. This role will work in close partnership with the Operations leadership, Lead Cancer CNS and Systems Lead to ensure alignment between clinical quality, Systems and operational delivery. The role is being offered on an initial 6 month contract with potential for extension.
3. Operational Leadership & Service Delivery: Lead day-to-day operational delivery of Cancer Support and Screening services; provide line management and leadership to the Cancer Support Manager (CSM) team; work closely with the Lead Cancer Nurse (LCN) to ensure clinical alignment across service delivery; ensure effective coordination of patient pathways across all channels (digital, phone, email); maintain oversight of caseload distribution and service flow; identify and address operational pressures in real time.
4. Screening Operations: Oversee the operational process for the screening pathways; ensure automation of all home screening test orders is operational and manage the workflows; ensure all in-clinic tests are arranged with appropriate clinical team support; ensure all results are recorded and reported according to workflows; support the Clinical Support Team in ensuring abnormal results are delivered according to agreed workflows; escalate any concerns with operational workflows to the Head of Clinical Operations; act as a key point of contact between Reframe and screening partners (laboratories and in-clinic scan partners) in relation to day-to-day operational issues.
5. Workforce Management & Capacity Planning: Oversee caseload allocation across CST team, aligning with Lead CNS; manage staffing, rotas and day-to-day workforce deployment; monitor capacity and demand to ensure safe and efficient delivery; support workforce planning and resource optimisation; work with Head of Clinical Operations to align capacity with service demand; provide leadership, coaching and support to the CSM team; conduct regular 1:1s, performance reviews and development conversations; support onboarding and development of new CSMs; foster a high-performing, patient-focused team culture.
6. Reporting, Governance & Service Performance Insight: Own regular reporting of service performance across Cancer Support and Screening; provide clear, accurate and timely insight on operational KPIs, service demand and capacity, risks and performance trends; present service performance updates to senior stakeholders (including SLT), ensuring alignment with governance and regulatory expectations; support external customer-facing performance reporting; identify and escalate operational risks, incidents and themes in line with governance processes; support delivery of operational governance by ensuring processes are followed consistently, highlighting areas of risk or variation, contributing to audit and assurance activity; work closely with Lead CNS (clinical governance alignment), Governance Lead (regulatory compliance and assurance) and Systems Lead (accurate reporting and data integrity); provide clear narrative on service performance, linking operational delivery, risk and governance to organisational priorities.
7. Process Improvement & Service Development: Identify inefficiencies in workflows and service delivery; work closely with Systems Lead to improve operational processes; support implementation of service improvements; ensure operational processes align with clinical pathways and governance requirements; contribute to scaling and standardisation of services.
8. Performance Management & KPIs (TBC): Own operational KPIs, including response times and SLA, task completion, patient journey ownership, onboarding timelines, and screening turnaround times; monitor service performance and drive improvements; set expectations and manage performance of the CSM team against KPIs; lead regular performance reviews with CSM team; work closely with Lead Cancer CNS (clinical alignment), Head of Clinical Operations, Governance Lead and Product team; support alignment between operational delivery and product/service development.
About us
Alvie Health and Reframe are part of Harley Street Concierge Limited. We offer our patients the support they need throughout their cancer journey through prehab, treatment and beyond to ensure the best possible outcomes.
The Operations Lead will work with the Reframe Cancer Support Team to ensure the best possible outcomes for our patients and customers alike.
Person Specification
Experience
* Experience in operational or service delivery leadership within healthcare or similar environment
* Strong understanding of service coordination and patient pathway management
* Experience managing performance and KPIs
* Ability to manage competing priorities and operational pressures
* Strong communication and leadership skills
* Experience working in cancer services or healthcare environment
* Experience in digital or remote service delivery models
* Experience in service improvement or operational transformation
* Experience with use of data to support operation decision making
Success Measures
* Good interpersonal and communication skills
* Experience of cancer support team leadership
* Good IT Skills including the use of Microsoft Office and bespoke patient management systems
* Success Measures (6 months):
* Over 90% response SLA achieved across service
* Over 95% task completion within SLA
* 100% patient journey ownership (clear next steps)
* Improved onboarding timelines and service responsiveness
* Clear visibility of capacity and demand across services
* Vacancies filled and new starters onboarded within agreed timeframes, ensuring safe and effective service capacity.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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