Head of Programmes & Change Management

Head of Programmes & Change Management

HealthHero's Enterprise business unit in UK & Ireland is focussed on helping our clients - insurance, corporate, and private healthcare providers- offer world class virtual healthcare services to their policy holders, employees and consumers. The impact areas are adoption of wellbeing and primary care benefits, engagement with our digital tools for booking and self care, and eventually better clinical outcomes that lead to lower absenteeism, increased productivity, higher retention, and repeat usage. We offer our services through a mix of white labelled web portals, and native mobile apps. We take pride in being one of the few companies in the world who have brought the best of clinical and digital capabilities to offer personalised patient experience that reflects in consistently high Net Promoter Score (upwards of 65) and clinical audit reports (e.g. CQC - Good)

Being the European market leader, HealthHero is leading the way on shaping the virtual healthcare industry. While the first phase of virtual healthcare started with discrete services like GP consultations, and mental health counselling in Employee Assistance Programme, we are now in the middle of the second phase where we have scaled planned care in case managed multi-session virtual physiotherapy supported by digitally delivered personalised exercise programmes and are about to roll out blood tests and x-rays in the GP consultation pathway. We have now started rolling out of offerings from the third phase of evolution that focus on more planned and chronic care management for conditions like Long Covid, ADHD, and Womens health.

What are the kind of projects the successful candidate is likely to work on?

1. Optimise customer service and admin - e.g., channel shift from phone to digital bookings, introduction of live chat, AI enabled smart agents to resolve queries
2. Enhance clinician productivity- Bring a step change in clinician experience through roll out of a new practice management and electronic patient record platform
3. Enable roll out of new connected virtual healthcare propositions that will include digital components (symptom assessment, health risk assessment tools for signposting the patients), mixed clinician models (GPs, ACPs, Physios, Mental Health counsellors), and third party services like blood tests, MRIs in a workflow and case managed pathway.
4. Coordinate delivery of change projects end to end managing the impact on our clients, third party suppliers, internal clinical operations, reporting, technology, and compliance

Job Description:

Responsibilities:

• Be responsible for the project control and change coordination of all projects and programmes that impact HealthHero – Enterprise operations
• Bring clarity on programme objectives and progress in meeting those objectives including quality metrics based around:
• Financial performance and optimisation
• Lean process implementation to optimisation operational KPIs and SLAs
• Patient safety
• Clinician and patient satisfaction
• Project velocity
• Document project progress, timelines and risk management (including providing a structure for project, commercial, clinical and operational risks) so that risks are be considered and mitigated within our risk management framework
• Coordinate change management within multi-disciplinary project teams with internal and external stakeholder involvement
• Assist in the prioritisation of resource and effort based in impact/outcome assessment and tracking
• Provide periodic reporting (weekly and monthly) to the operational board

Accountability:

Report directly to the Manging Director – Operations

Requirements

• Worked within the Primary Healthcare environment, ideally with experience across Private and Public healthcare structures
• Have excellent project management and change management experience with sound knowledge of project management methodologies
• Have evidence of working with multi-disciplinary teams across technology, clinical and operational structures
• Be an astute people person with the ability to read the room and moderate conflict arising from change anxiety and velocity of change
• Worked with clinical and resource management systems, processes and polices with a clear understanding of approval and quality assurance stage gates in projects and change management
• Demonstrate clear ownership of project and the ability to enthuse about and evangelise the benefit of strategic projects
• Be and active listener and demonstrate active engagement in issue resolution and escalation

Benefits

• Company Pension scheme
• Access to HealthHero healthcare services, including Private 24/7 GP service and Employee Assistance Programme
• 25 days holiday +8 days bank holiday and an extra day off for your birthday
• Electric Car scheme
• Cycle to work scheme
• Salary Exchange scheme