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Support Services Lead

North London
Job Overview

Optegra are currently recruiting a Support Service Lead for our North London Hospital.

The Support Service Lead will provide leadership of all non clinical functions within the hospital ensuring efficient operational co-ordination and cost management.  the job holder will also provide leadership of all non clinical processes delivering effective links with central teams and all hospital services to deliver effective, efficient and compliant pathways.  The Support Service Lead will also be a member of the Hospital Senior Leadership Team.


Main Duties and Responsibilities

  • Accountable for end to end management of all procurement processes within the hospital from order to invoice.
  • Lead the hospital process for detailed procedure costing analysis from procedure pick sheets and utilise data and organisation networks for identification of further cost saving potential.
  • Manage hospital stock including maintaining and completing stock takes at specified intervals, ensuring stock held complies with hospital KPIs and also planned levels of activity.
  • To act as the daily contact for all facilities and Health and Safety matters, including being the escalation point for resolution to any technical or mechanical issues and ensuring hospital users are communicated with accordingly.
  • To be an IT central point of contact within the hospital liaising with the IT helpdesk where appropriate and escalating issues to third parties as required.
  • Being the focal point within the hospital for all third party site visits, ensuring any works are carried out to specification.
  • Provide day to day oversight of the Hospital Administration and Reception Team ensuring sufficient staff coverage.
  • Lead the hospital debt management processes ensuring all debt is collected in line with agreed protocols and processes
  • Provide line management to the Receptionists and Hospital Administrators – includes 1:1 meetings, performance management, feedback, supporting staff development through identifying training needs and providing opportunities to develop in role as needed.
  • Ensure that all Administrative Processes are efficiently designed and executed and monitor compliance with relevant statutory, data and internal service levels, acting as the main point of contact with the RMC.
  • Liaise with other departments where there are Admin interfaces to ensure that processes provide appropriate support to these departments to ensure optimal patient experience. Leading change through the hospital in conjunction with central function leads, specifically RMC.
  • Manage any complaints in relation to non-clinical processes within the hospital and implement appropriate solutions/remedial actions.
  • Co-ordinate and take ownership for the Hospital Employee Induction Process – ensure corporate elements/requirement are up-to-date and included in the Hospital induction pack, create hospital-specific information points to be included, and ensure overall compliance with Optegra Induction standard




Technical/professional competence

Excellent knowledge and experience of administration process delivery

Experience of designing administrative processes

Highly accurate with strong attention to detail and follow through

Highly developed people skills

Intermediate level of competence using excel and other Microsoft products

Highly numerate with strong analytical skills


Service Excellence

Consistent professional attitude demonstrated to all colleagues and customers; personable, confident and articulate

Able to deal with challenge from customers and internal stakeholders



Strong verbal and written communication skills to engage with internal colleagues and external customers

Is concise, clear and succinct when communicating

Able to engage people and create a strong sense of teamwork


Problem Solving and Decision Making

Able to anticipate and manage problems in advance and is solution focused

Can create and design process solutions to deliver excellent service to internal stakeholders and patients

Deals with problems in a sound, logical way

Can work within tight timescales


Planning and Organising

Self-starter who can manage priorities and work with limited supervision

Able to prioritise tasks effectively and support team members in doing the same

Able to multi-task and prioritise the customer’s needs

Leads change proactively.



Proven ability to lead and supervise a team

Works positively and co-operatively with all members of the team including senior management

Highly motivated to achieve team success


Developing Self and Others

Constantly looking for opportunities to develop self and team members to improve performance

Shares ideas for improvement across the team

Is proactive in supporting direct reports with their development


Company Overview
Our passion is eyes, that’s why we have 7 dedicated Optegra hospitals which only look after eyes!
We started out with the aim of perfection. Our founder underwent eye surgery and afterwards thought “I can do better” and so Optegra was born with a commitment to provide the best eye health care possible. Our trust pilot scores shout as much – we’re the UK’s most trusted eye care provider!
On the note of striving for perfection, we’re a proud pioneer in eye healthcare in the UK. In fact, we have our very own eye sciences department which is constantly researching new technologies, partnering with leading UK universities across the country – searching for the best outcome for our patients.
We believe that our patients are individuals and are all special, so we ensure that each and every one has a consultation when they visit us. Our consultants are highly respected in their fields, are NHS trained and are all members of the Royal College of Ophthalmologists. We care passionately about our employees and those who partner with us by providing training so that we continue to be at the leading edge of our field, whether that be inside the hospitals working with patients, our optom referral partners or at head office where we work hard to support our network of hospital colleagues.
Our goal is to be the World’s most trusted choice for eye healthcare and we need dedicated people at all levels to help us achieve this.