Community Ops Manager

We're seeking a compassionate, organised, and proactive Community Ops Manager to oversee the delivery of our face-to-face neurodevelopmental clinics for both Adults and Children and Young People (CYP) pathways across the UK. Reporting to the Head of the Clinical Care Hub, you'll take responsibility for the day-to-day running of our face-to-face services, including venue management, accessibility, patient and guardian experience, clinician coordination, quality and safety standards, and KPI reporting - ensuring a smooth, positive journey for all involved.

This is an excellent opportunity for someone who enjoys building systems and enhancing service delivery. You'll collaborate closely with colleagues in the Client Success Team, Feedback and Resolutions Team, our clinical teams, and external partners, representing the patient's voice while providing operational leadership in a fast-paced, values-driven environment.

What You Will Be Doing:

The Community Ops Manager will be responsible for developing and overseeing Care neurodevelopment's face-to-face clinics across the UK.

This role ensures the safe, effective, and patient-centred delivery of neurodevelopmental assessments for adults, children and young people, while maintaining clinical excellence, governance, compliance, and best practices.

The successful candidate will coordinate the booking and management of assessment rooms, coordination of clinicians and clinic schedules, and will work closely with our Client Success and CYP Experience Team to liaise with patients, young people and their guardians to ensure an organised, accessible, and high-quality patient experience. The ideal candidate will bring extensive operational knowledge, leadership skills, and a passion for improving neurodevelopmental care.

As a predominantly remote team, the successful candidate must be experienced in using digital healthcare platforms, managing the logistics of service delivery from afar, and ensuring seamless patient care. They will collaborate with multidisciplinary professionals across a variety of settings within the UK, oversee clinician availability, and drive service improvement while balancing leadership and organisational responsibilities.

Key Responsibilities

Operational Oversight

• Lead bookings processes for in-person clinics, assigning cases to the appropriate team member based on complexity and expertise.
• Support the Head of Clinical Care Hub implementing and refining workflows, policies, and procedures to enhance operational efficiency.
• Collaborate with cross-functional teams, including Client Success, to support patient outcomes and experience.
• Uphold contractual obligations for the delivery of face-to-face clinics, while accommodating specific requirements and requests from each Integrated Care Board (ICB)
• Monitor resource allocation through our dedicated scheduling tool and adjust priorities to meet service demands effectively.
• Conduct data analysis to identify areas for improvement in patient experience and operational performance.
• Ensure effective and safe use of digital healthcare systems
• Support and train staff in best practices for face-to-face patient care, ensuring a seamless service.
• Maintain strong communication and collaboration across remote, hybrid and office based teams.

Clinical Excellence

• Provide oversight of all face-to-face clinical operations for our UK based neurodevelopmental services (adults and CYP)
• Act as the first point of escalation for clinical complaints and high-risk cases for patients accessing our face-to-face services, ensuring timely responses and the implementation of actions based on investigation outcomes
• Ensure compliance with NICE guidelines, professional and ethical standards (NMC/HCPC), regulatory standards (CQC), and Care ADHD values and protocols.
• Support clinical risk management and take the lead on urgent escalations, risk assessments, and safeguarding concerns
• Conduct regular team audits to maintain high standards of patient care.
• Develop strategies to improve clinical outcomes and patient safety.

Leadership and Team Management

• Foster a culture of collaboration, transparency, innovation, and continuous professional development.
• Oversee caseload management and distribute tasks effectively based on patient needs, team workload, skills, and service priorities.
• Monitor clinician performance and provide regular feedback.
• Drive operational improvements to enhance productivity, streamline workflows, and improve service delivery.
• Implement innovative solutions to automate processes and improve efficiency., * Support the onboarding and training of new clinicians and non-clinical colleagues working on the delivery of face-to-face clinics.
• Participate in team meetings and development days as required.

Patient Advocacy

• Collaborate with cross-functional teams to provide educational resources that support patients and caregivers, empowering them in managing their symptoms.
• Develop mechanisms to gather and act on patient feedback, ensuring continuous improvement.
• Ensure that reasonable adjustments are made to accommodate patient needs and access to the service.

Minimum of 5 years experience in healthcare operations, with 3+ years experience in a management/leadership role.

Certifications:

Operational and management experience is essential

What We're Looking For

• Minimum 5 years in healthcare operations, with 3+ years in a management role
• Strong knowledge of neurodevelopmental services
• Demonstrated expertise in clinical operations and workflow optimisation, with the ability to manage complex logistics remotely
• Excellent communication and interpersonal skills, with experience working in multidisciplinary teams
• Strong organisational and time-management abilities
• Proven ability to drive efficiency, innovation, and service improvements
• Proficiency with electronic health records (EHR) and booking systems
• Comfortable with digital health solutions and confident using technology in a remote-first environment
• Adaptable, resilient, and effective in a fast-paced, growing service

We care deeply about patients - and about each other. Skills matter, but mindset and behaviours are what sustain our culture. We value: *

• Kindness - treating everyone with respect and care
• Transparency - open, honest communication that builds trust
• Reflection - learning from experience to grow together
• Growth mindset - welcoming feedback and challenge as opportunities
• Accountability - owning actions and outcomes, focusing on learning not blame
• Solution-seeking - finding constructive ways forward, even in tough moments
• Collaboration - sharing ideas, supporting each other, and celebrating success

What You Can Expect from Us

• Competitive salary £60,000 - £65,000
• Work from our Canary Wharf office, or join on a hybrid basis from anywhere in the UK
• Team get-togethers
• 33 days holiday (plus UK public holidays)
• A paid day off on your birthday
• Office equipment when you join
• Pension contribution
• Be part of one of the UK's most ambitious HealthTech start-ups with plenty of room for growth

Beyond the benefits, you'll find a team that celebrates wins, learns from challenges, and genuinely looks out for one another.

Join Us at The Centre for ADHD Research & Excellence: Shaping the Future of Accessible Healthcare At Care ADHD, we're transforming private healthcare by making neurodevelopmental assessment and treatment more affordable and accessible. Our person-centred approach, lean methodology, and culture of continuous improvement drive everything we do. With ambitious plans to become the largest neurodevelopment service provider outside the NHS within five years, we're seeking bold thinkers and compassionate leaders to help us deliver outstanding care., At Care ADHD, we're committed to building a diverse and inclusive environment. We encourage applications from candidates of all backgrounds, especially those from historically marginalised communities, as we work together to create a more equitable future.