Communitas Clinics is seeking an enthusiastic and driven Operational Excellence Process Improvement Lead (Administration) to play a pivotal role in shaping and enhancing our administrative services. Reporting to the Head of Operational Excellence, this role will champion continuous improvement, standardisation, capability development, and operational excellence across all administrative functions.
This is a highly visible role that combines training and development, process improvement, governance, quality assurance, operational performance, and change management. The successful candidate will work collaboratively with Service Managers, Administration Leads, and corporate teams to ensure administrative processes are efficient, compliant, patient-focused, and consistently delivered across the organisation.
As a key ambassador for Operational Excellence, you will bridge strategic improvement initiatives with frontline administrative teams, helping to create sustainable improvements that enhance patient experience, strengthen data quality, improve productivity, and support outstanding service delivery.
Key ResponsibilitiesTraining, Capability Development & Support
You will lead the development of administrative capability and ensure colleagues are equipped with the knowledge, skills, and confidence to deliver high-quality services.
Key responsibilities include:
- Designing and delivering structured onboarding, induction, and refresher training programmes for administration teams.
- Facilitating cross-functional training to strengthen understanding of end-to-end patient pathways and operational processes.
- Developing and maintaining high-quality training materials, standard operating procedures (SOPs), user guides, and learning resources.
- Supporting the development and implementation of the Administration Competency Framework.
- Providing coaching, mentoring, and ongoing support to individuals and teams following training interventions.
- Evaluating training effectiveness through assessments, audits, feedback, and performance measures.
- Identifying training needs, capability gaps, and development opportunities, making recommendations to the Head of Operational Excellence.
Operational Excellence & Process Improvement
You will play a key role in driving service improvement by helping to create standardised, efficient, and sustainable administrative processes.
Responsibilities include:
- Supporting the review, redesign, and standardisation of administrative processes across Communitas Clinics.
- Mapping, analysing, and documenting workflows to identify inefficiencies, duplication, waste, and process variation.
- Facilitating process improvement workshops with administration teams and operational stakeholders.
- Supporting the implementation of Operational Excellence methodologies and continuous improvement initiatives.
- Contributing to the development and maintenance of policies, procedures, standards, and governance frameworks.
- Helping embed consistent administrative operating models across all services and locations.
- Monitoring the impact of implemented improvements and identifying further opportunities for optimisation.
Governance, Compliance & Quality Assurance
You will help ensure that administrative processes are robust, compliant, and aligned with organisational standards.
Responsibilities include:
- Conducting audits and compliance reviews to evaluate adherence to administrative procedures and SOPs.
- Monitoring data quality, process accuracy, and administrative performance standards.
- Identifying risks, recurring issues, and areas of non-compliance, escalating concerns where appropriate.
- Supporting the development and delivery of corrective action plans arising from audits and reviews.
- Maintaining governance documentation, process libraries, and operational standards.
- Contributing to the development of quality assurance measures, controls, and performance indicators.
Performance Analysis & Operational Support
You will use insight and data to support decision-making and drive operational performance improvements.
Responsibilities include:
- Analysing operational performance data to identify trends, risks, and opportunities for improvement.
- Producing reports, dashboards, and actionable insights to support management decision-making.
- Monitoring key administrative KPIs and highlighting emerging concerns or performance issues.
- Supporting Service Managers and Administration Leads in implementing performance improvement initiatives.
- Reviewing workloads, resource utilisation, and operational efficiency opportunities.
- Assisting in the investigation, resolution, and prevention of operational issues.
Change Management, Mobilisation & Transformation
As Communitas Clinics continues to grow and evolve, you will support the successful implementation of organisational change and service developments.
Responsibilities include:
- Supporting change programmes relating to administrative processes, systems, and ways of working.
- Assisting with the mobilisation of new services, contracts, and operational initiatives from an administrative perspective.
- Contributing to transformation projects focused on efficiency, standardisation, service quality, and data improvement.
- Supporting stakeholder engagement and communication activities associated with change programmes.
- Developing implementation plans, training solutions, and transition arrangements for new processes and operating models.
Collaboration & Stakeholder Engagement
Building strong relationships across the organisation will be central to your success.
You will:
- Work collaboratively with Service Managers, Service Leads, Administration Leads, Quality, BI, HR, and IT teams.
- Promote best practice, standardisation, and continuous improvement across all service areas.
- Act as a champion for Operational Excellence and process consistency.
- Gather feedback from colleagues and stakeholders to drive ongoing improvements.
- Provide support to the Head of Operational Excellence on strategic priorities, organisational projects, and improvement initiatives.
Essential Skills & Experience
The successful candidate will demonstrate:
- Strong analytical skills with the ability to review processes and identify improvement opportunities.
- Excellent facilitation, training, coaching, and stakeholder engagement skills.
- Experience interpreting operational data and translating findings into practical recommendations.
- Knowledge of process mapping, workflow design, and continuous improvement methodologies.
- Ability to manage multiple projects and improvement initiatives simultaneously.
- Strong organisational awareness and the ability to influence positive change across teams.
- Experience supporting projects, service development activities, or organisational change programmes.
- Experience participating in process improvement, service redesign, or operational transformation initiatives.
- Experience documenting, reviewing, and implementing operational processes and procedures.
- Experience undertaking audits, compliance reviews, or quality improvement activities.
- Experience working with KPIs, operational reporting, and performance management data.
- Proven ability to build productive working relationships across multiple departments and stakeholder groups.
Why Join Communitas Clinics?
This is an exciting opportunity to make a meaningful impact across a growing healthcare organisation. As the Operational Excellence Process Improvement Lead (Administration), you will help shape the future of administrative services, drive innovation and consistency, and contribute directly to improving patient experience and organisational performance.
You will be part of a collaborative, forward-thinking team committed to continuous improvement, professional development, and delivering outstanding care to our communities.
Pay: £32,073.00-£39,043.00 per year
Work Location: In person
