Associate Network Service Manager United Kingdom

Position

Permanent, Full Time (flexible working hours and patterns considered)

Home based (must be UK based due to some travel)

Up to £70,000 plus competitive benefits

Healios exists to bring exceptional healthcare to anyone, anytime, anywhere. 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.

The Associate Network Service Manager plays a critical leadership role, overseeing the operational delivery within our Associate Network with commercial, contractual, and clinical expectations. Reporting to the Head of Assessment Services, this role ensures that our team of Network Associates are both operationally and clinically compliant, ensuring capacity aligns with demand, waitlists are actively managed, and service structures are fit for purpose.

This role will line manage and clinically supervise the employed Associate Clinical Leads (currently 4 but this will grow as the network grows), and have the overarching responsibility for the smooth day to day running of the Network teams. This role requires a strategic, commercially‑minded leader who can balance business priorities with the need for high‑quality clinical care.

• Lead the delivery of Associate Network services, ensuring smooth, efficient, and reliable day‑to‑day functioning.
• Continuously improve and optimise Associate onboarding and the Associate nurture journey.
• Work alongside the Head of Assessment Services and the Chief Operations Officer to assess capacity needs and then work with your team of Associate Clinical Leads to ensure there is appropriate capacity amongst our Network Associates.
• Own day‑to‑day operations of the Associate team across all service lines (ASD, ADHD, ITS etc.).
• Work force planning of the team's availability to ensure there is always appropriate capacity to support the Associate Network.
• Oversee performance against internal and externals SOPs and SLAs, escalating risks promptly where targets are at risk.
• Take the lead on ensuring that any Company communications are shared (as appropriate) to the Associate Network to ensure that relevant information or changes, pertinent to the clinical work they undertake, is clearly understood.
• Analyse data trends to identify gaps, risks, and optimisation opportunities.
• Ensure client‑facing teams are supported with the right structures and information (eg contract information). This includes ensuring all Associates are aware and communicated with about any changes within the organisation despite any gaps in availability being offered.
• Support the AN Clinical Leads with complex clinical matters, including complaints and operational and clinical matters arising.

• Translate data insights into actionable recommendations for Associate Clinical Leads, the Head of Assessment Services, and client‑facing teams.
• Identify inefficiencies, risks, and opportunities for improvement, ensuring resources are deployed effectively and unwarranted variation is reduced. Ensuring all SOP’s and processes are followed with regards to offboarding any Associates who are not performing at the required standards or who are not offering the appropriate availability for sessions.
• Provide regular reporting to internal stakeholders, enabling transparency and informed decision‑making.

• Work closely with Client Operations and Head of Assessment Services to forecast, plan, and implement service delivery changes for the Associate Network.
• Be the subject matter expert on competitors networks, including fees, benefits, pathways and processes.
• Be direct and proactive about business needs and constraints — challenge where necessary. Ensuring that operational processes directly support the business needs, whilst maintaining clinical quality and safeguarding.
• Utilise assessment outcome data to identify trends and inform service development. Ensure insights from assessment services contribute to organisational learning and future planning.