Associate Network Service Manager

POSITION: Permanent, Full Time (flexible working hours and patterns considered)

LOCATION: Home based (must be UK based due to some travel)

SALARY: Up to £70,000 plus competitive benefits

United by our vision. Leading with empathy. Pioneers in curiosity.

Healios exists to bring exceptional healthcare to anyone, anytime, anywhere. By digitising entire clinical pathways, we enable children, adults and their family members to receive and seamlessly transition between clinical services from the comfort of their home.

Innovation is at the heart of what we do as we strive to be the leading provider of neurodevelopmental and associated mental health services. You can find out more about us by clicking here!

Healios is all about helping families feel better and that includes our own families too, which is why we embrace diversity in all its forms and offer unparalleled flexibility for our employees. For more information on what it’s like to be a Healios employee, and our hiring processes, take a look at our Notion page.

“Great minds don’t think alike”

From our talented tech teams to our standout clinical expertise, we’re bringing great minds together to build more accessible services.

THE OPPORTUNITY

The Associate Network Service Manager plays a critical leadership role, overseeing the operational delivery within our Associate Network with commercial, contractual, and clinical expectations. Reporting to the Head of Assessment Services, this role ensures that our team of Network Associates are both operationally and clinically compliant, ensuring capacity aligns with demand, waitlists are actively managed, and service structures are fit for purpose. This role will line manage and clinically supervise the employed Associate Clinical Leads (currently 4 but this will grow as the network grows), and have the overarching responsibility for the smooth day to day running of the Network teams. This role requires a strategic, commercially-minded leader who can balance business priorities with the need for high-quality clinical care.

KEY RESPONSIBILITIES

Service Delivery Leadership & Delivery

• Lead the delivery of Associate Network services, ensuring smooth, efficient, and reliable day-to-day functioning.
• Continuously improve and optimise Associate onboarding and the Associate nurture journey
• Work alongside the Head of Assessment Services and the Chief Operations Officer to assess capacity needs and then work with your team of Associate Clinical Leads to ensure there is appropriate capacity amongst our Network Associates.
• Own day-to-day operations of the Associate team across all service lines (ASD, ADHD, ITS etc.)
• Work force planning of the team's availability to ensure there is always appropriate capacity to support the Associate Network.
• Oversee performance against internal and externals SOPs AND SLAs, escalating risks promptly where targets are at risk.
• Taking the lead on ensuring that any Company communications are shared (as appropriate) to the Associate Network to ensure that relevant information or changes, pertinent to the clinical work they undertake, is clearly understood.
• Analyse data trends to identify gaps, risks, and optimisation opportunities.
• Ensure client-facing teams are supported with the right structures and information (eg contract information). This includes ensuring all Associates are aware and communicated with about any changes within the organisation despite any gaps in availability being offered.
• Support the AN Clinical Leads with complex clinical matters, including complaints and operational and clinical matters arising

Data, Insight & Performance Management

• Translate data insights into actionable recommendations for Associate Clinical Leads, the Head of Assessment Services, and client-facing teams.
• Identify inefficiencies, risks, and opportunities for improvement, ensuring resources are deployed effectively and unwarranted variation is reduced. Ensuring all SOP’s and processes are followed with regards to offboarding any Associates who are not performing at the required standards or who are not offering the appropriate availability for sessions.
• Provide regular reporting to internal stakeholders, enabling transparency and informed decision-making.

Strategic & Commercial Alignment

• Work closely with Client Operations and Head of Assessment Services to forecast, plan, and implement service delivery changes for the Associate Network.
• Be the subject matter expert on competitors networks, including fees, benefits, pathways and processes
• Be direct and proactive about business needs and constraints — challenge where necessary. Ensuring that operational processes directly support the business needs, whilst maintaining clinical quality and safeguarding.
• Utilise assessment outcome data to identify trends and inform service development. Ensure insights from assessment services contribute to organisational learning and future planning.

Collaboration & Escalation

• Act as the escalation point for operational issues raised by Associate Clinical Leads, ensuring swift resolution.
• Work in close partnership with Associate Clinical Leads and the Head of Assessment Services to align operational needs are met.
• Build strong working relationships with Governance, Risk & Safeguarding, Clinical Leads, People, and L&D teams to ensure seamless support structures.

Team Management & Structure Planning

• Communicate in an articulate, clear, concise and appropriate way ensuring the tone, method and audience of any communications is appropriate.
• Support onboarding of new team members through planning and coordination with People and L&D teams.
• Line management responsibility of the Associate Clinical Leads, including all 121’s, absence management and any required employee relations being dealt with timely and proactively.
• Guide team members to align to the Company’s collective direction and offer actionable feedback with the positive intent of helping others to achieve more.
• Ensure all direct reports are clear on their objectives and goals and provide regular feedback and support to ensure Company objectives are met.
• Ensure governance and safeguarding needs are supported by the right structures and capacity.

To be successful in this role, below is what we would need from you:

• A Clinical qualification and registration is a requirement in this role (such as Occupational Therapy, Social Work, Nursing, Speech and Language Therapy or Psychology (Counselling, Clinical or Forensic)
• Previous experience working in independent healthcare provider
• Experience of working within a neurodevelopmental service and an understanding of diagnostic pathways.
• Commercial acumen - Understands revenue, cost, and SLA implications. Speaks the language of contracts, capacity, and delivery.
• Assertive communication - Confident in holding people to account and clearly stating business needs without diluting the message.
• Data driven - Uses data to drive actions and conversations with Associate Clinical Leads, regularly auditing KPIs and trends.
• Collaborative Leadership - Works cross-functionally while maintaining strong team alignment. Trusted by both clinical and operations.
• Strategic Thinker - Balances short-term service needs with longer-term structural goals. Knows when to escalate, restructure, or pivot.
• Project management experience desirable
• Demonstrable experience in management at a senior level
• Flexibility to support our mission of bringing healthcare to anyone, anytime, anywhere
• A commitment to ethical practice and adherence to the highest standards of safeguarding of adults/children
• A professional home working environment
• Wifi connection. Minimum of 2 mbps up and download speed.

WHAT WE WILL PROVIDE FOR YOU

• 33 days holiday (including Bank Holidays)
• Paid Christmas closure (between Christmas and New Year)
• Birthday Leave - paid day off on your birthday
• "Life Leave" - 2 days of extra leave to take when things you can't plan for happen
• Enhanced family friendly policies including a phased return to work and receive full pay
• Paid company sick pay scheme
• Contributory Pension Scheme (6% matched)
• Employee Discount to access a private assessment (for ADHD, Autism or a combined assessment) through our Melios service for your child
• Fully personalised flexible benefits package including; Health Cash Plan, Life Assurance, EAP Service, Will Writing, Critical Illness Cover, employee discount and savings portal, Cycle to Work Scheme, Tech Scheme and Wine Club!
• Work from anywhere policy
• Access to NHS and Perks at Work discounts, including the Blue Light Card
• Free access to co-working spaces
• CPD/Growth day per year, plus personal development allowance to invest in your growth Bespoke Healios Training and on demand learning including schedule of monthly CPD for clinicians

ACCOMMODATIONS

We’re glad to accommodate candidates who need adjustments throughout the hiring process and we're always learning about different accessibility needs to ensure our hiring process is accessible for all candidates. We encourage you to be open about the adjustments you need so we can adapt our interview process. You can read more about Healios being an Inclusive Employer on our Notion page

Healios is a Disability Confident Committed Employer and we are committed to inclusivity and equality for people with different needs in the workplace.