CRGH is one of the UK’s most prestigious fertility clinics, recognised internationally for its outstanding IVF success rates, pioneering use of genetic technologies, and bespoke approach to patient care. Located in the heart of London, CRGH delivers the highest standards of reproductive medicine in an environment that combines clinical excellence with compassion.
As CRGH enters a new phase of strategic growth and operational expansion, the organisation is seeking to appoint a commercially astute and service-driven Operations Director to lead all aspects of non-clinical operations and deliver on ambitious performance, quality, and experience goals.
Role Purpose
The Operations Director will be a critical member of the executive leadership team, responsible for ensuring the efficient, compliant, and high-performing operation of the clinic. This includes oversight of the CRGH Patient Experience Team which includes our Client Care Advisors (CCA) and Fertility Care Coordinators (FCC).
The ideal candidate will bring a healthcare operational experience, and a commitment to delivering world-class patient care. Reporting directly to the GM UK&I, the Operations Director will play a key role in aligning business performance with CRGH’s mission to remain at the forefront of fertility and genetic healthcare.
Key Responsibilities
Operational Excellence
* Lead and coordinate all non-clinical functions to support seamless, safe, and patient-centred fertility care.
* Develop and implement operational strategies that support clinical capacity, workflow optimisation, and service quality.
* Manage day-to-day operations of the Patient Experience Team (CCA and FCC), including scheduling of clinical diaries to manage capacity and resourcing in alignment with the Nursing and Clinical teams availability.
Performance Management & KPI Delivery
* Own key operational performance indicators, including:
* Patient throughput and cycle efficiency
* Lead on all interdepartmental touchpoints of the Master Patient Journey
* Lead > Initial Consultation
* Post Initial Consultation > Nurse New Consultation
* Time to treatment (via interaction with Clincial and Nursing teams)
* Patient journey from lead to outcome
* Focus on patient satisfaction and analyse service feedback
* Operational cost management
* Staff engagement and retention of the Patient Experience Team – CCA and FCC roles
* Ensure that tech development projects optimise processes and result in an improved patient journey
* Deliver weekly and monthly performance reporting and business intelligence to the GM UK&I.
Team Leadership & Organisational Culture
* Lead a multi-functional team of Patient Experience Managers and Team – CCA and FCC roles
* Drive a culture of accountability, service excellence, and continuous improvement.
* Oversee the operations, training, rotas, and workforce planning for the Patient Experience. Leading, mentoring, coaching and developing the Patient Experience Team in collaboration with the Head of HR
* Build and develop cross functional stake holder relationships with clinical and non-clinical teamsthroughout the entirety of the patients journey.
* Champion a premium patient journey, ensuring excellence across all Client Care Advisors and Fertility Care Coordinators touchpoints with clinical teams and patients aligning with CRGH master patient journey.
* Manage complaints and service feedback with transparency and responsiveness.
* Use data and patient insights to drive enhancements in communication, efficiency, and service delivery.
Governance, Compliance & Risk
* Ensure full and continuous compliance with regulatory frameworks including HFEA, CQC, and GDPR.
* Oversee the Patient Experience Teams effective use of CRGH’s tech and operational infrastructure, including EMR & CRM, scheduling systems, data reporting platforms, and communication tools relative to the Patient Experience Team – FCC and CCA roles.
* Support tech development and tech enhancement initiatives aligned with clinic goals.
Candidate Profile
* Significant experience in operations leadership, ideally within a private healthcare or specialist clinical setting.
* Proven track record of delivering operational improvement, service transformation, and people leadership in a regulated environment.
* Strong financial acumen and experience with budget and resource management.
* In-depth understanding of GDPR, UK regulations.
* Demonstrated experience managing complex multi-disciplinary teams in high-pressure environments.
* Experience in fertility, women’s health, or reproductive medicine.
* In-depth understanding of UK healthcare regulations, particularly CQC and HFEA
* Postgraduate qualification in business, health administration, or management (e.g., MBA, MSc).
What We Offer
* A dynamic, supportive work environment where your contributions matter.
* Access to ongoing training, including in-house and mandatory programs.
* A rewarding role where you directly impact patients' lives.
* Competitive salary and benefits package.
* Opportunity for professional growth and development within a leading fertility clinic
* Pension Scheme provided by Royal London.
* 25 days annual leave plus public bank holidays.
* Long Service: after a significant number of years working at the company, employees are entitled to additional days of annual leave.
* Wellbeing benefits, shopping and leisure vouchers through Perkbox.
* Buy or sell annual leave.
* Private Medical Insurance.
Seniority level
* Seniority level
Director
Employment type
* Employment type
Full-time
Job function
* Job function
Management and Manufacturing
* Industries
Hospitals and Health Care
Referrals increase your chances of interviewing at The Centre for Reproductive and Genetic Health (CRGH) by 2x
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