Service Engagement Manager | Private Healthcare

Service Engagement Manager | Ophthalmology

South East

Competitive Salary + Bonus scheme + Car Allowance+ Benefits

Full Time

Hybrid role covering sites across the South East like Hampshire, Oxfordshireand Berkshire from time to time


The client I am representing provide services for NHS CCGs, NHS Trusts and Foundation Trusts, and other providers of NHS funded services. They deliver over 225,000 patient interactions annually, including outpatient appointments, diagnostic testing and eye surgery. With their services being delivered through a variety of models including Managed Services and Ophthalmology Joint Venture (OJV) Partnerships.

Role Summary:

As the main point you will be highly visible within the community surrounding each OJV location, and work with partners to build local relationships and referrer engagement plans (e.g. Opticians, GPs, Referral Management Centres, LOCs), promoting services and patient choice to deliver referral volumes.

You will quickly build strong and effective working relationships with OJV Partners and their teams locally, key support office teams and Specsavers support teams, as well as a solid and practical understanding of the local referral community around each of the OJV services that you support.

This will enable you to understand the local referral process and its benefits to all parties and the patient, and how best to proactively engage with the local referral community to support the delivery of the referral numbers required to achieve the agreed sales and profit plans for each OJV.

Key Responsibilities:

Supporting the growth of existing OJV services:-

  • Responsible for supporting the development and growth of referrals into OJV services in a designated geographical area to deliver the required referral numbers to achieve business targets
  • To ensure there is the required mix of referrals for all services available, including a high mix of cataract referrals in order to deliver against the locally agreed business plans.
  • Work with local OJV partners and their teams to build and implement robust, ongoing referrer engagement programs, working in collaboration with the marketing team and the Specsavers support teams as required.
  • To clearly promote the benefits of the referral system and the services available to local referrers and where possible, the patient
  • To regularly analyse referral data to identify services that may need extra support with engagement and marketing plan delivery, and support with creating and implementing bespoke plans
  • To develop “toolkits” and best practice to grow referrals and to combat local competition in collaboration with the local OJV partners and their team
  • Work with the local “Services” to drive business improvement and innovation through the delivery of effective meetings/seminars that engage and influence referrers.
  • Build relationships with Specsavers field teams ensuring the company is part of the regional agenda.
  • Provide feedback on any operational activities/challenges which impact upon the delivery of referral volumes to the OJV partners and key stakeholders within the support office team e.g. Head of Referrals and Private, Head of Service Development
  • Support the OJV clinical partners with virtual and face to face seminars ensuring they are part of the engagement plans.
  • Operate as the conduit for two-way communications between the local OJV service and support office, championing OJV Partners and their referral needs, procuring support office expertise and taking ownership to resolve issues on behalf of OJV Partners where possible, escalating to Head of Referrals and Private as necessary.

Supporting new OJV openings

  • Responsible for the development and implementation of referral and engagement plans for new OJV services in a designated area, working collaboratively with business development, marketing and the OJV Partners to ensure local referrers are aware of services and the referral pathways ready for opening.
  • Supporting new OJV Partners with engaging with referral management services, GPs and local opticians in the local area to promote their business and help them to build sustainable relationships which will aid business growth over time.
  • Provide ‘intensive care’ support in the weeks running up to and immediately after opening and be on hand to support on the ground locally as needed.
  • Work with local partners to create plans to deliver ongoing referrer engagement using a mixture of engagement methods at appropriate intervals over the first 12 months of the new OJV opening to maintain traction and awareness amongst the referral community and to support ongoing business growth.

Other Responsibilities

  • Operationally manage and support the delivery of national events such as optical fairs, national seminars and national CET events
  • Support in geographical areas other than your undesignated area in the event of an urgent, unexpected need arising to support the OJV partners and the wider team
  • Invest time to ensure your own personal development is integrated into personal objectives/goals and that your personal development plan is both challenging and reviewed on a regularly basis.

The Individual Experience & Knowledge

  • Experience of working within a multi-site clinical environment. Knowledge of NHS policy landscape and referral routes is desirable
  • Working in a healthcare services environment, preferably in optics or ophthalmology services
  • Working in event management
  • Developing and implementing plans to deliver targets and business growth
  • Experience of promoting a service to multiple clients and on boarding new clients
  • Experience of managing and maintaining relationships with existing clients and quickly building positive, robust relationships with new clients
  • Working in the field with extensive travel.
  • Working as a remote worker

Skills & Personal Attributes

  • Influencing and negotiation skills
  • Ability to motivate, challenge and engage individuals and teams
  • Strong verbal and written communicator, who can build strong trusting relationships internally and externally
  • Strong organisational skills
  • Self-starter who is comfortable working in a fast moving, results orientated organisation independently
  • Can analyse data identifying areas of strength and opportunity
  • Able to effectively prioritise and execute things in a timely way and to deadlines
  • Computer literate (including Word, PowerPoint, Excel)
  • Presenting to small and larger groups
  • Facilitating and chairing of meetings
  • Action planning
  • Organisation and planning events


Compass Associates Ltd is acting as a Recruitment Consultancy for this permanent vacancy; we offer £200 worth of John Lewis Vouchers for each successful recommendation.

Contact Details

If you would like to be considered for this exciting opportunity, please contactBeth Burgessdirectly on02392 316 033.Alternatively email an updated CV to[email protected]

Beth Burgess - Senior Consultant - Compass Associates

Beth Burgess (MREC CertRP)

Senior Consultant – Primary, Community, Secondary Care (South)

Apply for Position

No file selected

* If my CV contains any special category data e.g. race; ethnic origin; political views; religious beliefs; trade union membership; health information; or sexual orientation, I consent to this data being processed by Compass Associates as part of my job application. I understand that if I do not consent to this data being processed, I must remove it from my CV before uploading.

Similar Jobs