Head of Clinical Operations (Mat Leave cover)

Location

South East London

Description

Purpose of the role:

The Head of Clinical Operations is accountable to the Clinical Director for the management and operational leadership of the in-situ outsourced clinical services team within the Ashtons portfolio.

The role provides leadership to a network of pharmacists and technicians to ensure the successful delivery of ‘best in class’ customer-focused pharmacy services, meeting defined Key Performance Indicators and ensuring highest standards of patient safety.

The Head of Clinical Operations is responsible for managing and building successful relationships with customers of all levels across the portfolio, in line with the Ashtons Account management framework. This includes collaborating with the Ashtons Sales team to nurture new client relationships at pre-sale stage through to the successful onboarding of new servicing locations.

The role will work closely with the Head of Clinical Quality to drive continuous improvement within clinical practice across the network; fostering a culture of positivity, collaboration and continuous professional development.

Principal Accountabilities

• Demonstrate role model leadership behaviours to foster a culture of positivity, collaboration and continuous improvement across the clinical service function
• Budgetary and resource planning of the function to ensure adequate coverage of staff at all times, including robust pipeline management
• Responsible for overall performance and personal development of the service function, setting clear objectives and priorities aligned with organisational goals
• Oversight of day to day performance of the service function as a whole to meet assigned Key Performance Indicators (KPIs), Customer Satisfaction metrics (CSAT) and Service Level Agreements (SLAs); owning action plans as required to deliver improvements
• Act as key account manager / escalation point for customers across the clinical service function; to ensure continued strong relationships, demonstration of value and realisation of revenue growth
• Responsible for the adherence to company policies and procedures across all direct and indirect reports; including clinical practice, Health & Safety, capability and disciplinary policies
• Foster a culture of consistent improvement in service and clinical practice, to enable the delivery of the highest standards of patient safety
• Collaborate with the Head of Clinical Quality within the development of medicines management and clinical guidance frameworks, and championing the rollout and cascade of such changes to the clinical services team
• Manage the strategic onboarding of new customers, from pre-sale consultative stage through to the successful delivery of ‘business as usual’ operations
• Personal agility within response to operational challenges and incident management, implementing contingency plans to minimise disruptions to service delivery where required
• Lead on function wide performance evaluation (including identification of service gaps/deficiencies), investigating and resolving incidents, complaints and disciplinary matters and formulating/supporting appropriate remedial action.
• Represent the service function in feedback to the Executive Team and operational and strategic meetings, within the Agentis governance framework.
• Lead function level events such as the annual Clinical Conference and field meetings
• Deputise for the Clinical Director as required.