Flexa
Healios • United Kingdom

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

Open to part-time employees
Open to job sharing
Open to compressed hours
Enhanced maternity leave – phased transition, where employees will be able to return to their role on 50% of their contracted hours for 3 months and receive full pay
Enhanced paternity leave – Two weeks full pay
Adoption leave – Matched with Maternity & Paternity
Work from anywhere scheme
25 days annual leave + bank holidays
Work from home allowance
Teambuilding days
Mental health platform access
Compassionate leave
Birthday off
Accrued annual leave
Buy or sell annual leave
Shared parental leave
Cycle to work scheme
Annual pay rises
Life insurance
Matched pension contribution
Employee discounts
Personal development days
Location
92%
Employees are very happy with their working location freedom
Hours
78%
Employees are largely happy with the flexibility in the hours they work
Benefits
74%
Employees are largely happy with the benefits their company offers
Work-life balance
72%
Employees feel that they can switch off quite easily from work
Role modelling
77%
Employees feel that most people work flexibly
Autonomy
80%
Employees feel that they can mostly manage how they get their own work done

Working at Healios

Company employees

510

Gender diversity (male:female)

15% Male - 80% Female - 2% Non-Binary

Office locations

London

Funding levels

£7 million

Hiring Countries

United Kingdom

Awards & Achievements

Most flexible companies

Most flexible companies

Flexa100 2024
Healthtech & Healthcare

Healthtech & Healthcare

Industry awards 2023
Most flexible companies

Most flexible companies

Flexa100 2023
3rd – Healthtech & Healthcare

3rd – Healthtech & Healthcare

Industry awards 2022