Group Service Operations Manager
About the Role
We are recruiting a Group Service Operations Manager to lead the front line patient services team at Ireland's largest private neurodevelopmental services group, supporting children, adults and families across the Republic of Ireland and Northern Ireland, online and in clinics nationwide. More than 100 clinicians sit behind the front line team you will run.
Every patient's journey starts with a call, an email or a booking, and you will own that moment. You will be the overall lead for the front line team across all of the group's services and brands, in ROI and NI, making sure every patient is answered quickly, booked smoothly and looked after well by a lean, sharp team. You will report to the Group COO and be the go to person for everything on the front line.
The role has a clear monthly scorecard covering response times, bookings, scheduling, patient experience and compliance, and the bonus is paid against it. This is a fully remote, Ireland based role with a company laptop and the tools you need.
Key Responsibilities
- Manage the operational delivery of more than 10 public, insurer and partner contracts, working closely with Finance on billing, payments and reporting
- Act as overall lead for the group's front line team, with daily huddles, rotas, cover and regular one to ones
- Make booking easy for every patient and grow consultations across all services
- Keep calls answered and patient queries, tasks and inboxes under control every week
- Make sure every prescription request is processed on time
- Keep clinicians' diaries full and patients moving to the next step of their care
- Own complaints and patient record requests (GDPR) end to end, escalating clinical issues the same day
- Help build a front line culture of patient safety and clinical excellence, with accurate records and clear processes
- Onboard and credential new clinicians before their first clinic, and run the induction programme
- Improve processes and use automation so the team stays lean as the group grows
Requirements
- Typically 5 years in customer service, contact centre or patient services operations, including 3 or more managing a team
- Experience leading a remote or distributed team
- Experience as the practical escalation point across an organisation, resolving problems quickly and fixing the root cause
- A track record of owning KPIs such as answer rates, backlogs, conversion and satisfaction
- Experience handling complaints and data protection requests to deadlines
- Confident with practice management software, CRM and telephony, and keen to automate
- Hands on, organised and calm under pressure
- Desirable: a background in telehealth, operations or healthcare, experience delivering contracts to a service level agreement, and experience across both ROI and NI
Benefits
- On target earnings up to €76,500 per year, a competitive base plus a monthly performance bonus
- Attractive employer pension contribution
- Fully remote, Ireland based, with a company laptop and the tools you need
- 23 days annual leave plus public holidays
- Support for courses and professional development
- Close mentorship from senior leadership and room to progress in a fast growing healthcare group
Interested in this role?
Send us your CV and cover letter to apply for this position. We'll be in touch within 48 hours.
Apply NowJob Summary
- Job Type
- Full-time
- Location
- Fully Remote, Ireland
- Salary
- Up to €76,500 on target earnings
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