Head of Operations – Intake & Assessments
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AI Summary
*Please be aware although we are a remote organisation we do require candidates to reside in the UK.*
Salary: £60,000 - £70,000
Workpattern: Full time, Monday - Friday
Reporting to: Head of Service Operations
Team: Service Operations
#LI-Remote
About us
Our team at ProblemShared is growing, we are on a mission to provide exceptional care, and we have opportunities available to join our supportive and collaborative team. We truly believe that you can do the best work of your career with us and have meaningful impact on the patients we support. We combine People, Data and Technology, we empower individuals to take the next step in their mental health or neurodevelopmental journey.
The digital healthcare landscape is exciting and ever changing. We have a depth of knowledge in our own team; working at the forefront of change you will be surrounded by talented and supported colleagues and leaders. Striving for excellence and best in class clinical service is at the heart of our team where learning and CPD is integral. Our community of experts have created an environment of knowledge sharing and we have access to the key voices in the world of neurodevelopmental excellence.
ProblemShared has created strong partnerships servicing several NHS, university, and insurer contracts to deliver high quality ADHD and Autism assessments as well as assessments for learning differences. We offer wrap-around care in the form of psychoeducation, prescribing, educational navigation, and therapy sessions all under one roof.
About the role
The Head of Intake & Assessments Operations is responsible for the end-to-end operational service delivery of intake (INA & Risk) and assessment (ADHD, Autism, SpLD) teams, reporting to the Head of Service Operations.
The Head of Intake & Assessments Operations will be accountable for performance for all relevant pathways, ensuring targets, contractual SLAs and service standards are consistently met. Working closely with clinical leadership, Product and T&C, the role combines frontline operational management with a strong focus on data-led decision making, efficiency, automation and the development of a high-performing, engaged team.
You will
Lead the operational service delivery for Intake (INA & Risk) and assessment (ADHD, Autism, SpLD) teams against business targets, contractual SLAs and service standards.
Ensure INA bookings are available to book within agreed partner timeframes, proactively monitoring capacity risk and engaging clinical leads to resolve constraints before they impact service delivery.
Oversee risk escalation and booking processes, ensuring risk screenings are scheduled within timeframes aligned to safeguarding recommendations and that escalation pathways are consistently followed.
Ensure assessment pathways (ADHD, Autism, SpLD) meet service requirements through efficient scheduling, hitting booking targets and maximising clinician utilisation to protect and improve pathway margin.
Own service performance data across all teams - maintaining north star metrics, analysing trends and implementing improvement initiatives. Use insight to inform strategic conversations on system improvements, tooling and automation that drive efficiency, reduce risk and support revenue.
Support capacity planning and workforce management by validating model inputs, ensuring data accuracy and feeding operational insight into forecast-driven decision making.
Continuously improve processes across the pathway to reduce friction and improve client experience, with automation and AI-enabled tooling embedded as the default approach to working smarter at scale.
Lead and contribute to cross-functional initiatives, ensuring operational requirements are represented and delivered. Build strong relationships with Product, T&C, Clinical and senior stakeholders to influence decisions that affect the function,
Support the Head of Service Operations in strategic planning and operating model development, bringing frontline insight from across the pathway to inform direction and prioritisation, including providing operational input where the business explores new growth opportunities.
Line manage Operations Managers and Team Leads, providing direction, guidance and structured performance management. Foster a culture where high performance and team wellbeing go hand in hand, championing development through the OPF.
What we are looking for
Must haves
Proven experience leading multi-team operational functions, with direct accountability for service delivery, SLA performance and quality standards - ideally within a healthcare, mental health or regulated environment
Demonstrable experience managing client or patient pathways, including onboarding, intake and access functions, with the ability to identify bottlenecks, drive conversion and optimise throughput at each stage
Strong commercial awareness, with the ability to track ROI, margin impact and revenue-linked operational metrics, and translate this insight into strategic recommendations and improvement initiatives
Strong data literacy, with the ability to define and own north star metrics, analyse performance trends and produce structured reporting for senior stakeholders that drives clear decision-making
Confident working alongside clinical teams, with an understanding of the boundaries between operational and clinical responsibility - particularly in the context of safeguarding, risk escalation and capacity management
Track record of driving efficiency improvements through process redesign, automation or AI-enabled tooling, with a mindset that defaults to smarter, scalable ways of working
Proven ability to lead and develop Operations Managers and Team Leads, building high-performance cultures that hold accountability and team wellbeing in equal measure
Strong cross-functional stakeholder management and communication skills, with the ability to influence Product, Technology, Clinical and senior leadership to deliver outcomes that serve the operational pathway
Nice to haves
Experience working in a neurodevelopmental, mental health or NHS-adjacent service environment, with familiarity with ADHD, Autism or SpLD assessment pathways at an operational level
Exposure to client funnel management, conversion optimisation or CRM-based outreach - ideally in a healthcare or regulated service context - alongside experience with case management or health record platforms (e.g. Zendesk, Semble or equivalent)
Familiarity with CQC, ICO or equivalent regulatory and information governance frameworks relevant to healthcare operations
Experience scoping or delivering system improvement, automation or tooling projects in partnership with Product or Technology teams, and contributing to workforce planning or capacity forecasting models
Demonstrable track record of delivering measurable efficiency or commercial outcomes - such as improved conversion rates, reduced cycle times, increased utilisation or lower cost per assessment
What we offer you
Excellent salary
Annual Performance related bonus (Discretionary)
Company Pension Scheme
30 days annual leave + public holidays + the option to buy and sell additional leave, & extended leave options such as sabbatical leave
Private health insurance
Blue Light card / discounts
Enhanced family friendly policies
Flexible working
All company events and in-person team meet ups
Access to a range of wellbeing activities
Access to development / training opportunities to support your career ambition
One volunteering day per year
Our Recruitment Process and Next Steps
At ProblemShared, we see beyond just your CV. We're genuinely excited about who you are, your potential, and the unique qualities you bring to our team. We also recognise that life outside of work is important, which is why we prioritise being a flexible employer.
We're proud to be an equal opportunity and Disability Confident Committed employer and celebrate diversity and are ambitious in creating a recruitment process that allows everyone to shine and showcase their unique qualities. We offer tailored opportunities and adjustments to help each individual reach their full potential.
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