The Deputy Lead of Private Services plays a key operational leadership role, supporting the Head of Private Services in the delivery, performance, and continuous improvement of private services and imaging operations.
This role is responsible for ensuring that day-to-day service delivery is efficient, compliant, and aligned with organisational objectives. With a strong focus on operational excellence, the post holder will oversee booking functions, patient flow, capacity management, and service performance to ensure services meet demand while maintaining a high-quality patient experience.
The post holder will utilise operational data, workforce planning, and service delivery models to optimise performance against KPIs and contractual requirements. Acting as a senior operational lead, they will deputise for the Head of Service where required and play a central role in driving accountability, service improvement, and performance outcomes.
In addition, the role has a strong commercial focus. The post holder will actively support the growth of private imaging and sports services by maximising booking conversions, identifying revenue opportunities, and building strong relationships with referrers and patients.
Main Duties and Responsibilities
Operational Leadership & Service Delivery
- Lead the day-to-day operations of private services and imaging bookings, ensuring efficiency, consistency, and high performance
- Oversee patient booking processes to optimise capacity utilisation and minimise waiting times
- Monitor service demand, patient flow, and workforce deployment to ensure operational effectiveness
- Ensure compliance with contractual requirements, internal policies, and regulatory standards
- Deputise for the Head of Private Services, providing operational leadership and decision-making support
Commercial Performance & Growth
- Actively promote private imaging and sports services to maximise bookings and revenue
- Convert enquiries into confirmed appointments through effective communication and engagement
- Identify opportunities for upselling and cross-selling services where appropriate
- Build and maintain strong relationships with referrers, patients, and partner organisations
- Support marketing and business development initiatives to grow service uptake
- Monitor and improve conversion rates and commercial performance metrics
Performance & KPI Management
- Drive delivery of organisational KPIs and performance targets
- Analyse operational data to identify trends, risks, and opportunities
- Implement corrective actions where performance falls below expected standards
- Ensure accurate and timely reporting in line with organisational requirements
Process Improvement & Efficiency
- Lead the development and implementation of processes to enhance service delivery
- Continuously review systems and workflows to improve efficiency, patient experience, and revenue generation
- Ensure all enquiries, referrals, and follow-ups are managed effectively to maximise throughput and conversion
- Work with marketing and data teams to analyse enquiry sources and inform strategic decisions
Patient Experience & Quality
- Ensure a consistently high standard of patient experience across all services
- Monitor patient satisfaction and implement improvements where required
- Establish and maintain quality standards across operational functions
Team Leadership & Development
- Provide effective line management to bookings and administrative teams
- Support staff development and ensure accountability for performance
- Conduct regular 1-2-1s, appraisals, and development planning
- Promote a culture of accountability, continuous improvement, and operational excellence
Stakeholder Engagement
- Develop and maintain effective relationships with internal and external stakeholders, including trusts, GPs, insurers, and clinical teams
- Act as a key operational contact within the wider health economy
- Represent the organisation professionally and promote services positively
Skills and Competencies
- Experience in operational management within a healthcare or service environment
- Proven experience of leading teams and delivering against performance targets
- Strong understanding of service delivery, capacity planning, and patient flow
- Data-driven approach to performance management and decision-making
- Excellent organisational and multitasking skills
- Patient-focused, empathetic, and quality-driven approach
- IT literate, with experience of clinical systems (e.g. SystmOne desirable)
- Strong commercial awareness and understanding of revenue targets
- Effective sales, negotiation, and influencing skills
- Ability to convert enquiries into bookings and manage objections confidently
