Head of Wellbeing Support

2 weeks ago


Salford Quays, United Kingdom Bupa Full time

Head of Wellbeing Support & Booking Services

Location - Manchester

Flexible working options

Permanent

Full Time - 37.5 hours

Closing Date - Sunday 19th March 2023

Here you’ll be welcomed. We champion diversity and we understand the importance of our people representing the communities and customers we serve. You’ll find an inclusive environment where you can be yourself and where everyone is driven by the same purpose - helping people live longer, healthier, happier lives and making a better world.

Our Bupa Health Clinics are based throughout the UK, offering health assessments, GP services, physiotherapy, musculoskeletal services, dermatology, mental health support services and workplace health services. We help to prevent health problems arising with health assessments and support chronic disease management with services like health coaching. We’re committed to quality and value. That’s why we offer a broad range of services that can be accessed with or without our health insurance. Here at Bupa, we make health happen

Role Overview

An excellent opportunity has arisen for a Head of Wellbeing Support and Booking Services to join our Bupa Health Clinics Team. The post holder will lead the development and operational delivery of wellbeing support and bookings services across Health Clinics. This role ensures an excellent customer experience, delivering great value, adapting services to customer needs which enhances our market position and protects our regulatory obligations.

The Head of Wellbeing Support and Booking Services will drive the consistency of operations across all Wellbeing Support Services (EAP, PhysioLine, Remote GP, Anytime HealthLine) and the Bookings Team.

In this role you will be the operational representative and contributor on workstreams, projects and teams to ensure that business strategies can be successfully operationalised. With the customer experience at the heart of decisions, this role will manage the key stakeholder relationships between the Operations, Clinical, Sales, Finance and Product Teams.

This is a pivotal role, and the Wellbeing Support Services can make an immediate impact to improve the health and wellbeing of our customers and support them through their wellbeing journey.

What you’ll do:

- Accountable for leading and managing the strategic agenda for the Wellbeing Support Services & Bookings functions with overall accountability for service delivery;
- Design, lead and manage robust and realistic service delivery plans to deliver on the wider functional objectives as defined by the Operations Director;
- Develop commercial initiatives to drive performance and reduce costs;
- To ensure a consistent, clinically safe and CQC compliant service delivery;
- To drive operational efficiency through effective utilisation and efficient scheduling of resources. Continually strive for profitable growth, driving innovation and keeping the customer at the centre of everything we do;
- To understand the WSS market to ensure Bupa can optimise its presence and service quality within each sector of this market via remote channels (e.g. telephone/video/web) and respond quickly to changes within the external environment;
- To work closely with the Operations Director, Sales Director and Head of Product and Marketing to ensure that remote healthcare services opportunities are maximised, proposals for new services are fit for purpose and that new product development meets customer needs;
- To be accountable for the identification and delivery of the Clinic’s cost improvements in conjunction with the Finance Director to ensure that all financial targets are met across the business;
- Secure and work with external service providers to enhance and deliver Clinics products;
- Directly manage and influence through a number of service line managers and maintain a high performing operational team;
- Facilitate communication within WSS by providing managers and senior clinicians with information relating to Bupa Health Clinics’ tactical and strategic plans and the wider Bupa;
- To develop a performance management culture which is open, authentic, caring and focused on growing business productivity and outstanding clinical outcomes;
- To work collaboratively with the Medical Director and team to ensure the delivery of world class standards of customer experience;
- Working with Operational teams to ensure standardisation and consistency of systems and processes within the teams;
- Accountability to create new process and develop existing system to make the company more efficient and customer centric.

What you’ll bring:
Essential
- Previous Operational experience in a customer focussed industry at a senior level, in a position of significant influence, ideally at Regional Manager level;
- Ability to work with and communicate effectively with all levels of the organisation to give confidence and clarity to key stakeholders;
- Commercially focused, with the ability to ma


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