Head of Health Operations

Organisation Context

Medihive is a rapidly scaling hybrid healthcare provider delivering accessible, high-quality care through both an online telehealth platform and a growing network of in-person GP clinics. We are actively expanding our clinical service portfolio beyond primary care into secondary care and broader specialist offerings.

Following a period of significant structural growth, we are seeking a commercially minded, operationally experienced Head of Health Operations to lead the day-to-day operational function across both channels.

Role Purpose

The Head of Health Operations is a leadership role responsible for the end-to-end operational performance of Medihive’s dual-channel healthcare model. Reporting directly to the Head of Health Services, this postholder provides the operational framework, leadership, and decision-making capacity that allows the business to scale without creating escalation bottlenecks at the leadership tier.

The Head of Health Operations will bring commercial operational rigour, process discipline, and the ability to lead at pace - while working in close partnership with clinical leadership.

Key Responsibilities

1. Operational Leadership & Oversight

• Operational Accountability: Hold operational accountability for both the online telehealth platform and the in-person GP clinic network, ensuring both channels run efficiently, safely, and in alignment with business targets.
• Operational Reporting: Maintain a clear, consistent reporting cadence to the Head of Health Services - surfacing key metrics, risks, and progress against operational KPIs in a format that enables informed strategic oversight.

2. Scaling & Business Growth

• Growth Readiness: Lead the operational planning and execution required to scale the business from its current volume of patient interactions per month to significantly higher throughput as new clinical services and channels are added.
• New Service Operationalisation: Work closely with clinical and commercial leadership to operationalise new service lines - including secondary care and specialist services - ensuring that infrastructure, workflows, staffing, and systems are in place ahead of launch.

3. Process Improvement & Operational Efficiency

• Operational Excellence: Identify, prioritise, and drive continuous improvement initiatives across both service channels-eliminating waste and improving throughput to support margin improvement without compromising patient experience or clinical quality.
• Technology & Systems: Work with relevant stakeholders to ensure operational technology is optimally configured.

4. Customer Service & Patient Experience

• Patient Experience Ownership: Take operational ownership of the end-to-end patient journey across both channels, ensuring that access, responsiveness, and service quality consistently meet and exceed patient expectations.
• Customer Service Function: Oversee and develop the customer service and patient-facing operational function, ensuring complaints, queries, and escalations are resolved promptly, professionally, and in line with regulatory obligations.

5. People Leadership & Culture

• Leadership of Operations Leads: Directly manage the Operations Lead - Hybrid Health and Operations Lead - Digital Health, providing clear direction, performance management, and developmental support to build a high-performing operational function.
• Team Development: Build the operational capability of the broader operations team - fostering a culture of accountability, continuous improvement, and commercial thinking.

6. Governance, Risk & Compliance

• Operational Risk Management: Maintain a clear view of operational risk across both channels, establishing appropriate controls, escalation pathways, and contingency plans.
• Incident Management: Oversee the operational response to service disruptions, complaints escalations, and operational incidents - driving rapid resolution and post-incident learning.

Person Specification

Essential

• Senior Operational Experience: Demonstrable track record in a senior operations leadership role within a complex, multi-site or multi-channel business.
• High-Growth Business Experience: Proven experience scaling operational functions within a rapidly growing organisation, with the ability to build systems and processes that grow with the business rather than constraining it.
• Customer Service Expertise: Strong grounding in customer service operations and patient or customer experience, including complaint management, service recovery, and the use of feedback to drive improvement.
• Process Improvement & Efficiency: Hands-on experience delivering operational efficiency programmes - using data and structured methodologies to identify and eliminate waste.
• Data-Driven Decision Making: Comfortable operating in a metrics-driven environment; able to build and interpret operational dashboards, identify trends, and translate data into operational action.
• People Leadership: Experienced people leader with a track record of managing, developing, and motivating operational teams in pressured environments.
• Communication: Exceptional communication skills, both written and verbal; able to distill complex operational matters into clear, concise reporting for senior clinical and executive stakeholders.

Desirable

• Healthcare Sector Experience: Experience working in a healthcare, digital health, or regulated service environment; familiarity with the operational and compliance landscape of healthcare delivery is an advantage though not a prerequisite.
• Technology-Led Service Delivery: Experience operating businesses that deliver services through technology platforms, with an understanding of how digital and in-person channels can be integrated effectively.
• Postgraduate Qualification: A postgraduate qualification in business, operations management, or a related field is desirable but not essential.