KEY RESPONSIBILITIES:

• Oversee diagnostic tracking: ensure pathways and tracking systems run effectively, with clear oversight of outstanding activity and delays.
• Resolve complex issues: act as the main escalation point for Team Leaders, addressing backlogs, pathway problems and service bottlenecks.
• Manage provider relationships: serve as the primary operational contact for diagnostic providers, resolving delivery issues and holding providers accountable for agreed SLAs and KPIs.
• Coordinate demand and capacity: work with providers to understand capacity changes and align availability with service demand.
• Lead through Team Leaders: provide direction, coaching and support, translating operational goals into clear team objectives.
• Manage resources: balance staffing and workloads across the tracking function to maintain consistent service coverage.
• Use data to drive action: review daily and weekly performance, identify trends and risks, and implement improvements to turnaround times and workflows.
• Maintain quality and governance: ensure tracking activity follows organisational policies, data protection requirements and clinical governance standards.
• Report and manage risk: provide clear performance reports to the Operational Lead, maintain the diagnostic pathway risk register and escalate significant concerns.

QUALIFICATIONS, EXPERIENCE, SKILLS AND COMPETENCIES:

• Proven experience in healthcare operations, diagnostic pathway management or complex service coordination.
• Experience managing operational teams, ideally including supporting or managing Team Leaders.
• Direct experience managing provider relationships, monitoring performance or overseeing SLAs.
• Confidence working with complex databases, patient administration systems or tracking software.
• Strong analytical skills and a practical approach to resolving operational problems.
• The ability to influence providers and handle challenging conversations professionally.
• Excellent organisation, with the ability to balance immediate delivery issues and wider service priorities.
• We’re looking for someone who is calm, proactive and accountable, with the confidence to tackle delays, support colleagues and follow issues through to resolution.

BENEFITS:

You’ll join a supportive, collaborative team with the opportunity to influence how services develop as we grow. Our values—Patient First, Inventive and Collaborative—guide how we work.

We offer:

• Remote working.
• 28 days’ annual leave plus bank holidays.
• Private healthcare insurance and a workplace pension.
• Employee discounts and an Employee Assistance Programme.
• Wellbeing support, including access to GP and counselling services.
• Training, career development and opportunities for progression.

WORKING ARRANGEMENTS AND KEY TERMS:

This is a permanent position working 35 hours over five days per week, typically within 8am–5pm. You’ll need the right to work in the UK and a private, confidential workspace at home.

Appointment is subject to two satisfactory employment references, including your most recent employer, and a relevant DBS check funded by Medefer. Safeguarding is a core responsibility of the role.

Medefer is a Disability Confident Employer. We commit to interviewing applicants who declare a disability and meet the minimum essential criteria for the job. If you would like to be considered under this scheme, please let us know in your application or by contacting our recruitment team.

Medefer fully complies with the Equality Act 2010. We are an equal opportunities employer, value diversity and welcome applications from candidates of all backgrounds.

This job description is non-contractual and the postholder will be expected to perform additional duties and tasks that may be assigned by management from time to time to suit business needs.