UK Operations Director

About Medserv

Medserv, an Irish company, has quickly established itself as the market leader in providing Medical billing and Practice management services throughout Ireland and the UK. Our clients include individual and group consultants, GP practices as well as private clinics and hospitals. Inspired by our values of Always innovating, Being trustworthy, Collaborating positively and Delivering results, we strive to ensure on-going client satisfaction by combining our innovative technology solutions with highly skilled teams.

About the role

The UK Operations Director is responsible for the overall leadership, management and performance of Medserv's UK billing and RPM services. These are distinct product, each with its own operational processes, client requirements and service measures. The role is accountable for ensuring that both deliver accurate, timely and high-quality services to and on behalf of our clients. The role has end-to-end accountability for operational delivery, service performance, client experience, workforce capability and continuous improvement across both functions. The successful candidate will combine strong operational and people leadership with commercial awareness, analytical capability, a continuous improvement mindset and a commitment to excellent client services.

What you'll be doing

Operational Leadership & Service Delivery

Lead and oversee the day-to-day operations of the UK billing and RPM operations, ensuring consistent, efficient and high-quality service delivery.

Take accountability for operational performance against agreed service levels, productivity targets and quality standards.

Ensure billing activities are completed accurately and within agreed timelines.

Manage operational capacity, resource allocation and workload distribution to meet business and client requirements.

Identify operational challenges, implement corrective actions and maintain continuity of service.

Establish clear operational standards, processes and accountability across the Billing and RPM teams.

Billing & RPM Service Delivery

Oversee the delivery of Billing and RPM Services, ensuring accurate, timely and realisable service in line with agreed client requirements.

Oversee the end-to-end billing process, ensuring the timely and accurate submission, processing and reconciliation of claims and invoices.

Monitor billing performance, outstanding claims, rejections, queries and payment delays, ensuring appropriate follow-up and resolution.

Identify opportunities to improve billing accuracy, reduce processing errors and minimise revenue leakage.

Ensure effective management of billing backlogs and outstanding work.

Maintain appropriate controls and oversight of billing activities to protect client revenue.

Work collaboratively with internal stakeholders to resolve complex billing issues and improve revenue cycle outcomes.

Oversee RPM activities, including appointment management, patient enquiries and clinic administration.

Monitor RPM service coverage, response times and continuity, ensuring service issues are address and escalated appropriately.

People Leadership & Performance Management

Provide effective leadership and direction to each service, fostering a culture of accountability, collaboration and continuous improvement.

Lead, coach and develop managers and team members to achieve individual and departmental performance objectives.

Establish clear performance expectations, measurable KPIs and regular performance review processes.

Identify skills gaps and implement appropriate training, cross-training and development initiatives.

Support workforce planning, recruitment, succession planning and talent development.

Promote employee engagement, effective communication and a positive working environment.

Operational Performance & Reporting

Develop and maintain operational reporting that provides clear visibility of service performance, productivity, quality and service delivery.

Monitor key performance indicators, identify trends and implement improvement plans where required.

Provide regular performance updates, operational insights and recommendations to senior management.

Use operational data to inform decision-making, resource planning and performance improvements.

Ensure accountability for achieving agreed departmental objectives and operational targets.

Process Improvement & Operational Efficiency

Identify and deliver opportunities to streamline processes within services, improve productivity and reduce operational inefficiencies.

Drive standardisation of processes, procedures and working practices across each service.

Support the implementation of new technologies, automation and system enhancements to improve operational effectiveness.

Work with Technology, Product and Transformation teams to identify and prioritise operational improvements.

Establish a culture of continuous improvement, encouraging teams to challenge existing processes and identify better ways of working.

Support operational change initiatives and ensure successful implementation within the department.

Client Service & Stakeholder Management

Working with the client relations team, ensuring each service delivers a reliable, responsive and professional service aligned with client expectations.

Build effective working relationships with internal departments and relevant external stakeholders.

Support the resolution of escalated billing queries, service issues and operational concerns.

Contribute to client service reviews and discussions on operational performance where required.

Work collaboratively with Commercial, Finance, Technology and other operational teams to support business objectives.

Use client feedback, service performance and recurring issues to identify and deliver improvements that strengthen the client experience across both services.

What we are looking for

Essential

Experience leading high-volume service operations, including billing, revenue cycle, patient administration or comparable client facing service, ideally within healthcare or a related service environment.

Proven experience leading operational teams and managing performance through others.

Strong understanding of operational performance management, resource planning and service delivery.

Demonstrated ability to improve processes, increase efficiency and deliver measurable operational improvements.

Strong analytical skills with experience interpreting operational data and managing KPIs.

Experience managing complex workflows, competing priorities and operational challenges.

Excellent communication, stakeholder management and problem-solving skills.

Ability to work collaboratively across functions and influence operational decisions.

Desirable

Experience within UK private healthcare billing, medical billing or revenue cycle management.

Knowledge of UK private medical insurers, claims processes and associated billing requirements.

Experience working within a business process outsourcing or outsourced service delivery environment.

Experience implementing automation, technology improvements or operational transformation initiatives.

Familiarity with Lean, continuous improvement or operational excellence methodologies.

What's in it for you?

We believe our people are our greatest asset and are committed to creating a supportive, rewarding, and engaging workspaces where you love where you work. Our benefits include:

🎓 Professional Development & Career Growth Opportunities

👶 25 Days Annual Leave and half a day for your Birthday

💷 Pension Contribution of 5%, Company Bonus an Share scheme

❤️ Life Assurance

🍎Free breakfast, snacks and drinks together with comfortable on-site facilities

🎉 Regular Team Socials, Sporting Events & Company Activities

🧠 Dedicated Employee Assistance Programme (EAP)

And after Probation:

🏥 Private M