Head of Client & Clinical Support Services
Remote-first – with co-working space
A little flex time
Job Description
POSITION: Permanent/ Full Time
LOCATION: Remote/ Occasion London Office
HOURS: 37.5 hours per week
SALARY: £55,000 - £65,000 per annum
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!
THE OPPORTUNITY
The Head of Client & Clinical Support Services will lead a team providing support services to our customers; the families we exist to help, the NHS Trusts who commission our services and Healios’s clinicians.
The Head of Client & Clinical Support Services will shape how we deliver excellence in digital health; leading the adoption of new technologies and processes that improve our ability to book and schedule client appointments, respond to customer contacts, scale services, leverage automation and ensure Healios is set up for success.
The Head of Client & Clinical Support Services will work collaboratively and cross-functionally across Healios to achieve continuous improvements in process and client experience.
To be successful in this role you will have:
- Five years experience of customer success and contact centre management in a health or social care setting
- Extensive experience of transformation, including target operating model design and implementation, adoption of new technologies, continuous improvement and benefits realisation
- Extensive leadership experience managing an organisation through significant change
- Supporting, developing, empowering and mentoring individuals to enable a culture of high standards and performance
- The ability to make data informed decisions, triangulate information from multiple sources and have proven success in working within an OKR framework
- Extensive experience of appointment management and/or similar competencies such as resource allocation and optimisation, coordination and delivery of services, referral management and planning
- Extensive experience in handling and managing sensitive information and knowledge of data governance
- Demonstrable experience of working and influencing cross-functionally
- Well developed communication skills. You will need to effectively convey highly technical and/or clinically sensitive information to clients and their families, NHS contracts and Healios colleagues, orally and in person.
EXPECTATIONS FOR THE FIRST THREE MONTHS
- Target Operating Model designed
- Team assessment/skill matrix and career progression framework completed
- Built strong relationships with peers across the organisation including operations, account management, product and tech support
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
- Enhanced family friendly policies
- Flexible, home based role with occasional travel to our London office
- Company laptop, monitor and keyboard, plus an allowance to purchase additional equipment
- CPD/Growth day per year, plus personal development allowance to invest in your growth
- Bespoke Healios Training, including schedule of monthly CPD for clinicians
- 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
#INDHP
#LI-Remote
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.
Company benefits
Working at Healios
Company employees
Gender diversity (male:female)
Office locations
Funding levels
Hiring Countries