Director of Operations
About Patient Billing
Patient Billing is a UK-based healthcare billing and Revenue Cycle Management (RCM) company supporting private healthcare providers and NHS trusts. We operate a dual UK–Delhi delivery model and work closely with major insurers (AXA, WPA, Bupa, Vitality) and billing platforms (Healthcode, Carebit, Meddbase, VEDA) to keep our clients’ billing cycles fast, accurate, and compliant.
The Role
We’re looking for a Director of Operations to own the end-to-end operational performance of Patient Billing. You’ll sit at the centre of our UK and Delhi teams, translating client commitments and growth plans into reliable, scalable day-to-day delivery — from claims processing and insurer relationships to team structure, systems, and governance.
This is a senior leadership role reporting to the Managing Director, with significant autonomy to shape how the business runs.
What You'll Do
- Operational leadership — Own RCM operations end-to-end: claims submission, insurer reconciliation, payment posting, and query resolution across our platform integrations (Healthcode, Carebit, Meddbase, VEDA).
- Cross-border team management — Provide day-to-day leadership and structure for the Delhi operations team (Service Delivery Managers and their teams), working closely with the Delhi operations lead to align priorities, capacity, and quality standards with the UK business.
- Client and NHS trust delivery — Oversee onboarding and ongoing service delivery for private practice clients and NHS trust accounts, ensuring SLAs are met and escalations are resolved quickly.
- Process and governance — Build and maintain the operational infrastructure of the business: SOPs, governance documentation, payroll administration oversight (UK PAYE/NI), and information security practices (including Cyber Essentials compliance).
- Insurer and platform relationships — Act as an operational point of contact for insurer partners and platform providers, resolving onboarding issues and submission chain problems as they arise.
- Performance and reporting — Establish KPIs and reporting rhythms across billing throughput, turnaround times, error rates, and team performance; use these to drive continuous improvement.
- People management — Manage conduct, performance, and development issues fairly and promptly across a distributed team; support hiring as the operation scales.
- Strategic input — Work with the Managing Director on operational readiness for new client accounts, new insurer relationships, and broader business initiatives (e.g. B Corp certification, new banking/payments integrations).
What We're Looking For
- Proven experience in an operations leadership role, ideally within healthcare billing, RCM, medical insurance, or a related regulated services environment.
- Experience managing distributed or offshore teams, with the cultural fluency to lead effectively across UK and India-based colleagues.
- Strong grasp of operational governance — process documentation, compliance, and data security practices.
- Comfortable working with billing/insurance platforms and claims workflows (direct experience with Healthcode, Carebit, Meddbase, or VEDA is a strong plus, but not essential).
- Excellent stakeholder management skills, able to represent the business credibly with insurers, NHS trust contacts, and private practice clients.
- A hands-on, structure-building mindset — comfortable both setting strategy and getting into the operational detail.
- Strong people management skills, including experience handling sensitive conduct or performance issues.
Why Join Us
- A genuinely central leadership role in a growing healthcare RCM business.
- Direct exposure to the Managing Director and senior leadership, with real influence over how the company scales.
- Work at the intersection of healthcare, technology, and financial operations, with a distinctive UK–Delhi operating model.
- The opportunity to shape lasting operational foundations as the business grows.
