Clinical Operations Director

Henley Office
£75k pa
19 Oct 2016
17 Nov 2016
Contract Type
Practicus have partnered with an innovative private healthcare business who are looking for a Clinical Operation Director.

My client is looking for someone with a healthcare background but with a commercial approach to the business and long term strategy. You will have a natural flare for business improvement and look at plans to improve the business and take it to the next level whilst working in conjunction with the Medical Director.

Role and Responsibilities

* Manage, maintain and improve the day to day running of the clinical operation including overall responsibility of improving the customer support framework and pathways. This includes implementing an upgrade of the Zendesk platform and contact centre.

* Management and leadership of the customer support team and operations associates (10+ people)

* Responsibility for customer operation team recruitment, training, appraisals and overall management. This includes developing ongoing training and development, setting KPI's and ensuring the highest level of customer care is obtained

* Managing the training of the clinical team and developing ongoing training modules and methods for ensuring GP's are updated on all system changes. This does include planning and implementing an online self learning training platform.

* Maintaining excellent training standards.

* Acting as the Complaint Manager which includes creating the policy and auditing it on a regular basis.

* Creating and auditing a selection of Standard Operating Procedures and policies and ensuring these are followed by all team members.

* Driving initiatives that contribute to long-term operational excellence.

* Working closely with wider company to ensure member complaints, feedback and operational issues are reported accordingly to ensure ongoing improvement of the infrastructure that supports and ensures the clinical service is running effectively.