Description
Atrom Mindcare is seeking an experienced, resilient and highly delivery-focused Head of Admin and Operations to lead the administrative delivery of our NHS Right to Choose and privately funded patient services.
This is a senior, hands-on operational role for someone who understands how busy administrative services work in practice. You will lead the teams supporting NHS and private patients, maintain control of competing priorities, identify problems quickly and ensure actions are followed through to completion.
The role requires strong analytical and administrative capability, sound judgement and the ability to remain calm and decisive under pressure. You will set clear expectations, hold teams accountable and intervene directly when standards, deadlines or patient service are at risk.
Main duties of the job
- Lead, support and coordinate administrative, referral, pathway coordination and patient liaison teams across NHS and private services.
- Oversee daily workflows, rotas, workload allocation, backlogs, capacity and operational priorities.
- Ensure appropriate cover across referrals, private enquiries, appointment booking, patient communications, documentation and report workflows.
- Oversee the end-to-end administration of NHS Right to Choose and privately funded patient pathways.
- Ensure referrals and private enquiries are recorded, checked and progressed accurately and promptly.
- Coordinate appointments against clinician availability, pathway requirements and service priorities.
- Ensure private patients receive clear information about services, fees, appointments, payments and next steps.
- Run regular team meetings and conduct one-to-ones, supervision and performance reviews.
- Set clear standards, address performance issues and provide coaching, feedback and development support.
- Act as the main point of escalation for administrative queries, complex patient issues and capacity concerns.
- Ensure administrative activity complies with SOPs, NHS contract requirements, CQC expectations, data protection and information governance standards.
Benefits
- Salary: £45,000 to £50,000 a year
- Permanent contract
- Full-time, flexible working, home or remote working
Person Specification
Qualifications
- Experience leading administrative operations and teams, ideally within healthcare, the NHS, mental health or another high-volume service.
- A strong practical understanding of workflow management, service delivery, rota planning and capacity management.
- Strong analytical skills, with the ability to interpret operational data, identify trends and translate findings into action.
- Excellent administrative, organisational and problem-solving skills, with exceptional attention to detail.
- Proven experience in workload allocation, performance management and process improvement.
- Ability to manage multiple service pathways, competing priorities, backlogs and demanding deadlines.
- Experience setting clear performance expectations and addressing underperformance.
- Confidence using data, spreadsheets, KPIs and operational trackers to monitor performance and capacity.
- Ability to work effectively under sustained pressure without losing control of priorities, detail or communication.
- A clear, professional and compassionate communication style, including when handling sensitive or challenging situations.
- Confidence using Microsoft 365, Outlook, Teams, SharePoint and administrative or booking systems.
- A good understanding of confidentiality, information governance, safeguarding escalation and accurate record-keeping.