Demand & Capacity Manager

Job Description

POSITION: Permanent/ Full Time

LOCATION: Remote with occasional travel

SALARY: £60,000 - £65,000

OUR COMPANY

Founded in 2013, Healios is a leading specialist digital healthcare company working to empower patients and families affected by mental health, autism and ADHD conditions to support long-term outcomes and wellbeing. Our mission is to bring exceptional healthcare to anyone, anytime, anywhere.

Healios is pioneering the world’s first digitalisation of NHS Mental Health Trust outpatient services, covering multiple complex specialist assessment and psychological intervention services. By digitising entire clinical pathways, we enable children, adults and their family members to receive and seamlessly transition between clinical services from the comfort of their home.

You can find out more about us by clicking here!

OUR TEAM

Healios supports tens of thousands of families a year and we want to ensure that those families can access our services with the least possible waiting times. To achieve this we need to dynamically manage and adapt our capacity and referrals to meet the needs of customers.

THE OPPORTUNITY

The Capacity Manager is responsible for leading demand, capacity, activity and queue (DCAQ) management ensuring we are optimising referral flow, clinician utilisation, waiting lists, waiting times and meeting contractual deadlines. Being a trusted member of the team with the respect of your peers and wider colleagues will be essential to be successful in this post. This post has a remit that straddles Clinical Hubs and requires senior stakeholder engagement with Heads of functions and C-suite; the ability to influence, and collaborate will be instrumental to the success of the post holder.

This role is about ensuring we do everything we can to effectively use the resources we have, in getting us further towards our company purpose, and deliver against organisational objectives. To be a part of this team and successful in post, you must be self reflective, and have a desire to improve our services, our people, and yourself.

The successful applicant will be given the opportunity to develop the role to suit the needs of the business, but it is expected that key accountabilities and deliverables will include:

• Work collaboratively to design and embed the framework, policies and processes for demand, capacity, activity and queue (DCAQ) management
• Accountable decision maker regarding capacity and flow (e.g. delivery targets, annual leave targets, waiting list mgt, demand planning and referral/activity rate approval with contracts)
• Optimising capacity, flow and waiting lists across Clinical Hubs
• Support the development of a Clinical Network Model to optimise capacity
• Collaborate with Data & Insights and Product & Tech to design automated capacity and flow solutions
• Collaborate with the Data & Insights Team to produce demand/supply forecasting models and waiting list forecasting models
• Manage the Bookings team to optimise our booking and scheduling activities
• Work closely with colleagues in Operations and Clinical to understand clinician availability, utilisation and WIP and the impact it will have on capacity and flow
• Work closely with Growth to ensure we are communicating capacity, waiting list/times and referral activity with our customers

To be successful in this role, below is what we would need from you:

• Demonstrable experience of designing and implementing frameworks and processes that optimise capacity, waiting lists and waiting times
• Relevant experience and knowledge of capacity management and/or resource allocation
• Relevant experience of waiting list management and optimisation
• Relevant experience of designing and embedding SOPs
• Planning service delivery activity and demand using validated simulation models and methodologies
• Extensive experience of using and understanding data to improve operations
• At least two years in a senior leadership role, including team management
• A mindset and leadership style that is flexible, open to challenge and can effectively challenge others to think differently
• Collaborating with other clinical and non clinical colleagues, and working as part of the senior operations management team
• Able to work under pressure to meet key performance indicators and organisational objectives
• Have a professional home working environment
• A Wifi connection. Minimum of 2 mbps up and download speed
• Have a real passion for supporting people to improve their lives
• A desire to become part of a collaborative environment and share knowledge and learning for the benefit of all
• A curious mind-set that underpins your continuous drive to challenge the status quo for better outcomes
• Flexibility to support our mission of bringing healthcare to anyone, anytime, anywhere

WHAT WE WILL PROVIDE FOR YOU

• 33 days holiday (including bank holidays and closure days)
• Birthday & Life Leave days
• Contributory Pension Scheme
• Fully personalised flexible benefits package (life assurance, critical illness cover, cycle to work, health cash plan, charitable giving)
• Enhanced family friendly policies Company laptop, monitor and keyboard, plus an allowance to purchase additional equipmentCPD/ Growth day per year, plus personal development allowance to invest in your growth
• A collaborative culture where curiosity, creativity, experimentation and innovation are fostered
• A highly motivated and energetic team bringing a wide range of talents, experience and knowledge to solve complex challenges
• Autonomy to shape and design world leading clinical pathways that harness the power of combining technology with evidence-based interventions and a human touch
• Opportunities to grow and further develop your professional interests
• A culture that challenges the status quo in pursuit of providing exceptional healthcare and an unrivalled experience for the clients and families we support

ACCOMMODATIONS

We’re glad to accommodate candidates who need adjustments throughout the hiring process and we're always learning about different accessibility needs to ensure our hiring process is accessible for all candidates. We encourage you to be open about the adjustments you need so we can adapt our interview process. You can read more about Healios being an Inclusive Employer on our Notion page

DIVERSITY AND INCLUSION

“Do the right thing” is one of our core Healios values. And building a diverse and inclusive workplace where everyone feels supported is absolutely the right thing to do. Whether we’re developing a new service line or enhancing one of our products, we need people with different skills, backgrounds, identities and perspectives to ensure our innovations will work for the children and young people we are here to serve. By embracing diversity, we can deliver better care experiences and outcomes, while tackling the inequalities in healthcare provision that exist today.

SAFER RECRUITMENT & PRE- EMPLOYMENT CHECKS

Healios ensures that supporting people to be safe is at the heart of our work and a key priority across all areas of the organisation, We will do our absolute best to keep the people that we support, safe from harm. This starts with our recruitment processes.

As part of our pre-employment checks, all employees of Healios will be asked to have a Disclosure and Barring Service (DBS) check. Dependent on your role within the business, this will either be an Enhanced or Basic. A Protecting Vulnerable Groups (PVG) check will be required. You will also be asked to provide two professional references as a minimum.