Administration & Operations Lead

Job Description:

Administration & Operations Lead

East London E14 5NT

Permanent Full time (37.5 hours)

Mon-Fri with occasional Saturday work

Salary from 44500 - 47000 dependant on experience

We make health happen

The Canary Wharf Centre at 50 Bank Street is a purpose-built Specialist Diagnostics & Dental Centre opening in May 2026. It will feature state-of-the-art diagnostic facilities including MRI and CT scanning X-ray and mammography enabling high-quality care in a modern environment designed to support clinical excellence.

The post holder will be responsible for the management of administrative operations within secondary care at Canary Wharf. They will have responsibility for the provision of world class customer service delivered throughout the patient pathway from booking arrival and reception to the completion of the patient journey including administration related to results.

The post holder will develop positive relationships with key stakeholders including Consultants to deliver an outstanding patient experience.

They will prioritise patient experience through the development and implementation of effective working processes and monitoring of key performance metrics.

The post holder will provide leadership and line management for the dedicated secondary care administration team also being an integral part of the leadership team and contribute to support change and improvement processes.

They will promote good relations with referring clinicians and other hospital departments both internally and externally and contribute to the growth of services

How youll help us make health happen

• To lead the Canary Wharf dedicated secondary care administration team ensuring an efficient and high-quality service to patients and Consultants.
• Effectively contribute to the operational management of the Centre ensuring environmental standards are maintained to a high standard and world class first impressions.
• Operational management of the patient administrative journey and associated administration services.
• Ensure delivery of departments objectives and key performance indicators (such as net promotor scores team engagement scores and financial compliance) in line with the wider hospital strategy.

• 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 analyse customer and patient satisfaction results complaints and immediate feedback. Work with the Centre General Manager and other peers towards understanding the root cause. Use insights from the Net Promoter System and patient feedback leaflets to continually drive improvements to the patient and customer experience across the service.

• To monitor the level and standard of work produced by the administration team and guide coach and advise them as appropriate.

• Be responsible for monitoring the administrative function performance including bookings enquiry responses and reporting turnarounds times.
• Ensure systems and processes are in place to capture relevant charges working with the Centre Manager and Clinical Heads of Department to map the applicable charges in clinic.
• Maintain compliance with recording of appropriate patient details including credit card details stored on relevant systems and monitoring of performance through reports taking appropriate action to remedy this where needed
• Lead on the delivery of a world class working culture and drive engagement within the team through strong visible leadership.

For full job description and more information please contact:

Key Skills / Qualifications

Essential:

• A-Level (or equivalent).
• Proven people leadership in healthcare admin setting
• Proven transformation and change experience within healthcare
• Excellent organisation communication and IT skills
• Strong understanding of governance safety and data protection
• Calm resilient and service-driven leader

Desirable:

• Degree in relevant field or formal management/leadership qualification
• Experience with Compucare/SECTRA systems and diagnostics

Benefits

Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health from mental and physical to financial social and environmental wellbeing. We support flexible working and have a range of family friendly benefits.

Joining Bupa in this role you will receive the following benefits and more:

• Payment of professional registration fees
• Equivalent to 25 days holiday per year increasing through length of service with option to buy or sell.
• Bupa health insurance as a benefit in kind
• An enhanced pension plan and life insurance
• Onsite gyms or local discounts where no onsite gym available
• Various other benefits and online discounts

Why Bupa

Were a health insurer and provider. With no shareholders our customers are our focus. Our people are all driven by the same purpose helping people live longer healthier happier lives and making a better world. We make health happen by being brave caring and responsible in everything we do.

We encourage all our people to Be you at Bupa we champion diversity and we understand the importance of our people representing the communities and customers we serve. Thats why we especially encourage applications

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