Operations Manager

Role Summary

Latahzan is a specialist mental health clinic providing therapeutic, psychiatric, and counselling services. The Clinic/Service Manager is responsible for leading all non-clinical operations, ensuring smooth administration, compliance, quality, and a patient-centred service. This person will oversee staff, finance, clinical systems, patient access & experience, regulatory compliance, and liaison with external agencies.

Duties and responsibilities.

Leadership & Staff Management

• Recruit, supervise and develop administrative, reception, medical-secretary, and non-clinical support staff.
• Conduct performance reviews, manage staff schedules, training, and ensure high morale and effective teamwork.

Clinic/Service Operations

• Manage day-to-day clinic operations: appointment scheduling, patient follow up, service delivery, booking systems.
• Ensure that patients are seen in timely fashion, manage cancellations, no-shows, etc.

Finance & Budgeting

• Plan and oversee budgets, monitor income & expenditure, billing, invoicing, payroll (or liaise with payroll provider), insurance claims or third-party payments, monthly reconciliation.

Regulatory Compliance & Governance

• Ensure compliance with CQC standards, Data Protection / GDPR, Safeguarding, Health & Safety, Infection Control, and any mental health specific legislation.
• Maintain up-to-date policies & procedures.

Clinical Systems & IT

• Oversee clinic software / medical records (electronic or paper), secure storage of sensitive patient mental health data, ensure system integrity, manage upgrades and staff training.

Quality Improvement & Performance Monitoring

• Collect & analyse performance data (e.g. waiting times, patient satisfaction, outcome measures), lead initiatives to improve service quality, report to senior leadership / board.

Patient Experience & Access

• Oversee patient communications, complaints handling, ensuring empathy and privacy, monitor feedback, implement improvements. Ensure ease of access, mental health friendly environment.

External Relations & Stakeholders

• Liaise with commissioners, GPs, mental health charities, local NHS Trusts, regulatory bodies.
• Represent the clinic in relevant local networks.