Head of Operations - Welbeck Practice Management

Head of Operations - Reference None

Role Information:

The Head of Operations will provide senior leadership and operational oversight across the Practice Management Service (PMS), supporting the Head of Practice Management to deliver a high-quality, commercially viable, and patient-centred service. This newly created role will be instrumental in building and operationalising a standalone practice management business, initially covering overview and management of patient’s pathways, administrative activity and Medical Billing  with the scope to expand as the service grows. The postholder will lead the delivery of consistent and scalable operational processes, ensure excellence in clinician and patient experience, and drive commercial and service outcomes. The role combines strategic input with hands-on leadership, shaping a service that supports over 600 clinicians across London, Oxford, and Cambridge, with ambitions for both national and international growth.

  1. Salary: £70000 - £80,000
  2. Location: London

As part of this role you will,

  • Provide operational leadership to ensure safe, efficient, and high-quality practice management services.
  • Lead the implementation of scalable systems and processes to enhance clinician experience and patient journeys.
  • Act as a senior escalation point for operational issues, performance challenges, and complex clinician requirements.
  • Foster strong relationships with consultants, patients, internal teams, and external partners.
  • Support the Head of Practice Management in business growth, marketing of services, and expansion into new centres.
  • Oversee financial performance, risk management, and compliance across the PMS function.


Key Responsibilities

  1. Operational Leadership & Service Delivery
    •    Lead day-to-day operational delivery of practice management services across multiple sites.
    •    Ensure service standards meet patient safety, quality, and performance requirements.
    •    Monitor service KPIs, troubleshoot operational challenges, and ensure timely resolution.
    •    Drive continuous improvement and consistency of service delivery across teams.
  2. Business Development & Growth Support
    •    Support the development and promotion of the PMS proposition to internal doctor partners.
    •    Collaborate with clinical and commercial teams to expand service offerings and increase adoption.
    •    Contribute to innovative service propositions that enhance the clinician customer base as the network grows.
  3. Systems & Infrastructure
    •    Oversee the effective use of PMS systems (scheduling, records, billing), ensuring integration with central WHP systems.
    •    Work with the Head of Practice Management on central hub set-up and operational readiness.
  4. People Leadership
    •    Recruit, manage, and develop site and specialty practice managers, fostering high engagement and accountability.
    •    Provide leadership, coaching, and mentoring to direct reports.
    •    Embed a culture of learning, innovation, and service excellence.
    5. Financial & Risk Management
    •    Manage budgets to deliver cost-effective services with healthy margins.
    •    Identify, monitor, and mitigate operational risks, ensuring compliance with quality and governance requirements.

 

Skills and Experience

Essential

  • Significant operational leadership experience, ideally within healthcare, health insurance, or a complex service-driven environment.
  • Proven ability to design and implement scalable operational solutions.
  • Strong relationship management experience across multiple stakeholders (clinicians, patients, internal teams).
  • Commercial acumen, with experience managing budgets and supporting growth initiatives.
  • Knowledge of service quality, compliance, and risk management.

Desirable

  • Knowledge of the private healthcare market.
  • Prior experience with patient management software and operational systems.

Attributes

  • Autonomous and self-motivated, with strong ownership and accountability.
  • Process-driven yet adaptable, with focus on innovation and continuous improvement.
  • Strategic thinker who can also manage day-to-day delivery.
  • Excellent communicator and collaborator, with resilience under pressure

 

To apply, please send your CV to recruitment@welbeckhealth.com