Head of Acute Operations

Head of Acute Operations

Salary:
Up to £80,000 p/a dependent on experience

Plus access to annual bonus

Hours:

rota pattern – 3/4 night shifts per week will be required.

Job role:

This is an exciting time to join the UK's largest private healthcare telemedicine company based in Hastings, East Sussex, who are expanding their Operations team due to organic growth. Joining a dynamic team focusing on the end-to-end operational performance of Medica's Acute Teleradiology service. This role oversees the full operational lifecycle from first point of contact in the Acute Contact Centre through to case allocation and workflow optimisation to ensure delivery of a safe, responsive, and high-quality service to clients and patients.

We are looking for an experienced operational leader to oversee the full Acute service pathway, ensuring safe, efficient, and high-quality delivery across our 24/7 model. You will manage real-time performance, optimise workflows, and lead resource planning to meet fluctuating demand. With responsibility for multi-disciplinary teams, you will drive a culture of accountability, continuous improvement, and strong service performance. You will oversee recruitment, training, incident management, and compliance with CQC, ISO, and internal standards, acting as the key escalation point for customers and internal stakeholders.

The role also includes managing the operational budget, supporting commercial activities, leading service transformation projects, and using operational analytics to forecast trends, improve processes, and maintain data quality.

Who we are:

Medica is the UK's leading telemedicine provider, supporting over 50% of NHS trusts with specialist reporting services across the globe. With over 240 head office staff and continued growth, now is a great time to become part of our journey.

We welcome applications from all backgrounds and communities to help us build inclusive teams and a diverse workforce. We offer flexible working arrangements to support work-life balance and encourage everyone to be themselves at work.

• Proven ability to lead a 24/7 contact centre or similar operations in a high-demand environment.
• Experience creating and executing operational strategies that support service growth and rapid turnaround times.
• Ability to design and optimize workflows for distributed clinical teams (radiologists, reporting coordinators, operational controllers).
• Capacity planning, demand forecasting, and resource optimisation.
• Ability to manage KPIs such as report turnaround times, SLA performance, radiologist utilisation, and case prioritisation.
• Strong incident response skills for acute operational issues.
• Experience with continuous improvement methodologies (Lean, Six Sigma, Kaizen).
• Competence in analysing operational data to drive decisions.
• Skilled in handling escalations, service reviews, and contract performance updates.
• Experience leading diverse, multidisciplinary, remote and on-site teams.
• Strong coaching, mentoring, and performance management skills.

• Flexible and hybrid working
• A company culture that promotes work life balance
• Commitment from employers to continued learning and development
• Access to Employee Assistance Programme
• Annual bonus
• Enhanced holiday allowance + bank holidays
• Group life assurance
• Pension
• Social events
• Sick pay
• Cycle to work scheme
• Access to free and regular personal development & wellbeing events

We request all applicants to complete a confidential equalities monitoring form. The data collected will help us identify recruitment trends and address any concerns.

More information about Medica and the work we do can be found here –

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