Head of Admin and Operations

Overview

As Head of Admin and Operations you will lead administrative delivery for NHS Right to Choose and private patient services. You will oversee cross-functional admin and patient liaison teams, balance competing priorities, and drive timely actions. You’ll use data to identify issues, maintain high standards under pressure, and coach teams to ensure quality patient service.

This role combines hands-on problem solving with strategic oversight to improve pathways and governance. You will operate in a mission-driven mental healthcare setting focused on accessible, patient-centred care.

Pay / Benefits

• salary 45,000 to 50,000 per year
• permanent contract
• full-time role
• flexible working
• home or remote working

• Lead and coordinate administrative, referral, pathway coordination and patient liaison teams across NHS and private services
• Oversee daily workflows, rotas, workload allocation, backlogs, capacity and operational priorities
• Ensure coverage across referrals, private enquiries, appointment booking, patient communications, documentation and report workflows
• Oversee end-to-end administration of NHS Right to Choose and privately funded patient pathways
• Record, verify and progress referrals and private enquiries promptly
• Coordinate appointments considering clinician availability and pathway requirements
• Inform private patients about services, fees, appointments, payments and next steps
• Run regular team meetings, conduct one-to-ones, supervision and performance reviews
• Set standards, address performance issues and provide coaching and development support
• Act as main escalation point for administrative queries and capacity concerns
• Ensure activities comply with SOPs, NHS contract requirements, CQC, data protection and information governance

• Experience leading administrative operations and teams, preferably in healthcare or high-volume service
• Understanding of workflow management, service delivery, rota planning and capacity management
• Strong analytical skills to interpret data and translate findings into action
• Excellent administrative and organizational skills with attention to detail
• Proven experience in workload allocation, performance management and process improvement
• Ability to manage multiple service pathways, backlogs and demanding deadlines
• Experience setting performance expectations and addressing underperformance
• Proficiency with data, KPIs and operational trackers to monitor performance
• Ability to work under sustained pressure while maintaining priorities and communication
• Clear, professional, compassionate communication style for sensitive situations
• Confidence using Microsoft 365, Outlook, Teams, SharePoint and booking systems
• Understanding of confidentiality, information governance and safeguarding

• Calm under pressure
• Strong written and verbal communication
• Analytical mindset
• Microsoft 365
• Outlook
• Teams