Operations Manager – Patient Care

Overview

In this role you will lead a team of about 30 and ensure reliable patient transport services. You’ll use data and KPIs to drive continuous improvements, shaping operational procedures and staff development. You will collaborate with leadership to align operations with business goals and expand service delivery. The role blends people management, process standardisation, and technology usage to meet demanding SLAs in a healthcare context.

Responsibilities

• Manage all staff within the operations group, including onboarding/offboarding, scheduling, attendance, and performance
• Implement improved operational procedures across all shifts and standardise processes for call handling, customer management, and reporting
• Oversee technology used in operations (primarily Echo, telecoms) and engage with tech initiatives
• Develop KPI measurements for the operations process and drive improvements across areas of responsibility
• Coordinate with Driver Services Manager to optimise patient journey allocation and support earnings
• Collaborate with Head of Fleet to ensure supply meets demand and SLA targets
• Work with Sales to analyse integration of new business with current model
• Handle daily pricing exceptions and respond to queries with Head of Compliance & Training

Key requirements

• Experience in a similar operations management role
• Experience using data to improve performance
• Ability to present ideas clearly to senior management
• Commitment to ethical behaviour and professional conduct
• Decision-making under pressure with escalation when needed
• Proficiency in Microsoft Excel and/or BI tools

• Effective communication
• Determinination and persistence
• Self-awareness
• Microsoft Excel
• BI
• data-driven decision making

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