Head Office
Bookings Operations Manager
Bookings Operations Manager
Nuffield Health Highgate Hospital| London N6 4DJ |Permanent | Full Time 37.5 hours |
We are looking for a highly organised and motivated Bookings Operations Manager to lead and oversee all NHS and Private Patient booking functions across our inpatient and outpatient services. This is an exciting opportunity to take ownership of a critical operational function within our thriving Highgate Hospital. You will have the chance to influence service performance, improve patient access, support revenue growth, and lead a dedicated team in delivering exceptional care and customer service.
This is a pivotal role responsible for managing our Reservations and Enquiries Teams, ensuring efficient patient access, seamless scheduling, excellent customer service, and the effective utilisation of clinic and theatre capacity. You will play a key role in driving operational performance, delivering revenue and activity targets, and enhancing the patient journey from enquiry through to treatment.
As a Bookings Operations Manager, you will:
- Lead the operational management of NHS and Private Patient inpatient and day-case bookings.
- Oversee outpatient appointment scheduling, patient enquiries, and clinic coordination.
- Monitor and optimise clinic, theatre, and capacity utilisation to maximise efficiency and patient access.
- Manage waiting list validation and support the achievement of activity, access, and revenue targets.
- Coordinate with Consultant in seasonal capacity planning.
- Produce and analyse performance reports to support service improvement and operational decision-making.
- Lead, coach, and develop the Reservations and Enquiries Teams, creating a high-performing and customer-focused culture.
- Manage workforce planning, rotas, recruitment, succession planning, and staff development.
- Drive cross-training initiatives to improve team flexibility and service resilience across departments.
- Work collaboratively with clinical and operational stakeholders to continuously improve patient booking pathways and service delivery.
About You
- Proven management experience within healthcare bookings, patient access, reservations, or operational services.
- Strong understanding of NHS and Private Patient pathways.
- Experience managing teams, performance, and service delivery targets.
- Excellent organisational, communication, and stakeholder management skills.
- Strong analytical skills with experience interpreting performance and utilisation data.
- Passionate about providing an outstanding patient experience and driving operational excellence.
Helping you feel good
We want you to love coming to work, feeling healthy, happy and valued. That’s why we’ve developed a benefits package with you in mind. From paid overtime to a cycle to work scheme, expert advice and support for your financial and emotional wellbeing, and more. At Nuffield Health, we take care of what’s important to you.
About Us
Highgate Private Hospital opened in 1980 and provides first-class independent healthcare for the local community. Located in leafy North London near Hampstead Heath, our hospital is easily accessible from Central London and the surrounding areas.
We can offer you a peaceful stay in a private en-suite room and fast access to a consultant. Our hospital takes pride in high standards of care and a friendly atmosphere.
We welcome patients who have private medical insurance or choose to pay for their own treatment. Highgate Private Hospital also provides some specialist services to NHS patients.
Our services and treatments
Following a £15 million redevelopment and expansion programme, we offer a wide range of healthcare services. These include:
· a private GP service
· outpatient clinics
· diagnostic imaging
· physiotherapy
· a pharmacy service
· treatment or surgery in most branches of medicine
We can care for you, from your initial appointment with a consultant and diagnostic tests, through to surgical treatment and rehabilitation. There are minimal waiting times for tests and treatment.
Our expert team
Highgate Private Hospital works with over 150 consultants and other specialists in London. Many of these healthcare professionals also work in the NHS and are leaders in their field.
We employ more than 100 hospital staff, including highly experienced nurses. All of our nurses are registered with the Nursing and Midwifery Council.
Our dedicated team make sure that you get the best possible care and treatment.
It starts with you.
Rewards & Benefits
Helping you be and feel your best.
Annual Leave
25 days + Bank Holidays, increasing to 27 days after 5 years and to 30 days after 10 years of service.
Nuffield Health Healthcare Plan
Membership is free for employees and you can add partner and dependants at your own cost.
*eligibility criteria applies.
Financial Wellbeing
A range of employee benefits through a Financial Wellbeing provider – including affordable loans repaid through salary, access to your pay when you need it, simple savings, a government Help to Save scheme and money insights.
Cycle to Work Scheme
Save money, get fit and reduce your carbon footprint by taking advantage of this tax-efficient scheme to get a new bike.
Gym Membership
Free membership to any Nuffield Health gym, plus discounted memberships for family members.
Online GP
Discounted access to secure video and telephone GP consultations and a suite of healthcare management tools, provided by digital healthcare company Doctor Care Anywhere.
THE NUFFIELD HEALTH ACADEMY
Leading at every level
We have various Leadership & Talent programmes aimed at developing our future leaders, from discovering leadership through to established and senior leadership programmes. Wherever you are in your career, we’ll provide the support if you have the drive and ambition to become one of our leaders.
THE NUFFIELD HEALTH ACADEMY
Apprenticeships
We’re committed to nurturing the talent of the future. That’s why we support people on Apprenticeships in all areas of our organisation, regardless of age or skill level. With 50+ available programmes, you’ll start your career with us as part of a close-knit, welcoming team.
The Nuffield Health Academy
Managing futures
To complement our Leadership & Talent programmes, we also have a number of management modules. Our online Nuffield Health Academy provides you with the skills to be a successful manager with Nuffield Health, through modules including HR, influencing and recruitment.
Relevant Stories
Sharing memorable experiences.
Having my efforts recognised
Meet Taylor Yost, Contact Centre Team Leader at our Epsom Support Centre.
More than a company
Meet Jodie Howes, Multi-Site General Manager at Croydon Central & Croydon Purley Way Fitness & Wellbeing Centres. Jodie joined us 13 years ago and shares her highlights and career progression.
Achieving aspirations
Meet Martin McGrath, Multi-Site Customer Experience Manager for Wandsworth & Wandsworth Southside Fitness & Wellbeing Centre. Martin joined us in 2011 and shares his story with us so far.
Making a difference
Meet Rebecca Killington, Multi-Site Customer Experience Manager at Romford and Chigwell Fitness & Wellbeing Centres.
Working together
Meet Cathy Bodie. Originally from the US, Cathy became a registered nurse in 1984 and now holds the role of Health & Safety and Facilities Coordinator at our Guildford Hospital. Follow her journey with us.
Pursuing a career in HR
Meet Jack Thomson, Senior People Administrator at our Epsom Head Office. Jack tells about his career progression since joining us 16 months ago.
Learning something new every day
Meet Neethu Sukumaran, People Services Administrator at our Epsom Head Office. Neethu shares the highlights of her journey from joining as a candidate coordinator in 2021 to present.
Thinking outside the box
Meet Philly Croucher, People Service Team Leader at our Epsom Support Centre. Philly shares her journey with us so far.
A great opportunity
Meet Chloe Weir, People Services Administrator at our Epsom Support Centre. Chloe joined us 2 years ago in the remote services team, responding to queries, then moved over to the People Services team where she’ll be progressing to a senior role next month! Follow her journey with us so far.
Pride 2024: Hope's Story
To kick off our Pride Month celebrations, we spoke to Hope Reeves (she/her), Resource Planning Analyst. Hope shares what pride month means to her, the importance of showing support and bringing her whole self to work.
A Day in the life of a Patient Service Administrator
Meet Eilish Mccreadie, Patient Service Administrator at Nuffield Health Glasgow Hospital. We asked Ellish what a typical day looks like, and what the favourite parts of her role are.
International Women's Day 2024
In our series of International Women's Day stories, we spoke to Nicole Swaby, Head of Learning Excellence. spoke to Jodie Howes – Multi-site General Manager, Olivia Tyler – National Fitness Assurance Lead and Nicole Swaby Head of Learning Excellence in NH’s Learning Foundation.
Hints & Tips
Help with your application.
Once you’ve found the right role for you, you can apply online. All you need to do at this stage is submit your CV, a covering email, and a few personal details.
Our recruitment team screens all of the applications we receive. So, if they see that you’ve got the right sort of skills and experience needed for the role, your details will be passed on to the relevant hiring manager. Then, if you fit all the criteria at this stage, you’ll be invited to take part in a video, telephone or face-to-face interview.
CV
Think about the skills and qualities asked for in the job description and show how you’ve applied those same skills and qualities in other roles. Focus on the things that will make us want to see more of you.
Covering email
Your CV will contain details about why you’d be a good fit for the role, but it’s well worth adding a short, snappy paragraph pulling out the two or three most compelling reasons as to why you’d be perfect for the job in your covering email..
Video interview
The video interview lasts 15-20 minutes if you get to this stage. On the day, look the part, be aware of your surroundings and practice your answers to feel prepared. Most of all, relax and be yourself.
DBS Checks
Some of our roles require a DBS check and they are processed through the Disclosure and Barring Service (DBS) as part of the recruitment process. These checks are to assist employers in making safer recruitment decisions. However, a check is just one part of robust recruitment practice.
Documents
You could be asked to provide proof of vaccinations as part of our Occupational Health pre-employment screening. We know it can be time consuming to get this information if you don’t already have it to hand, so we encourage you to start preparing this information to avoid any delays to the onboarding process.
Your current studies
If you are currently undertaking any strudies, education or apprenticeships, its worth noting there are some training provider we're not partnered with, and therefore potentially unable to support your continued learning. Ensure you share this at interview and for queries contact psc@nuffieldhealth.com
Feedback on applications
Due to the volume of applications we receive we are unable to provide individual feedback from an inital application.