Virtual Physiotherapy Service Lead

Virtual Physiotherapy Service Lead | Remote with occasional travel required | Full-time

Salary: £45,000 - £53,000

We are the Ascenti Group. The leading provider of physiotherapy, mental health, and government assessment services in the UK. With more than 25 years’ experience serving both the public and private sectors, we are industry leading experts and passionate believers in our distinct clinical philosophy, because we know how it works and see first-hand how it helps people every day.

Our Group is made up of three Business Units – Ascenti Physio, Advo Health, and Six Physio – which are bound together by our common purpose to help people live fuller lives.

Your purpose

As the Virtual Physiotherapy Service Lead, you are a senior leader and the operational engine behind our inhouse virtual service lines. You will lead service delivery activity, take accountability for the balanced operational performance of the in-house virtual physiotherapy services across people, patient experience, quality, customer, productivity, capacity, compliance and agreed financial measures, and ensure that the virtual-only team are well managed, engaged and supported. You will help to ensure that virtual and digital services deliver high-quality patient and customer experience through clear operational focus, consistent resource planning, proactive performance oversight and close collaboration with clinical, operational and transformation colleagues.

How your role fits within our team

As the Virtual Physiotherapy Service Lead, you will provide line management for the virtual-only team and support the day-to-day operational management of key virtual and digital service lines. You will lead the delivery of our in-house virtual physiotherapy service lines, acting as an expert in virtual and digital healthcare pathways. You will deliver a consistent, high-quality service, continually improving standards and spotting opportunities to drive clinical efficiencies and revenue growth. This includes full operational ownership of day-to-day SLA and KPI tracking, management of performance reporting cycles, and close collaboration with the Head of Operations – Virtual and the Transformation team on service updates and new client onboarding.

You will develop meaningful working relationships with your team, regularly reviewing their performance, listening to their feedback, coaching them to improve, and celebrating their successes. You know that the best way to lead a team of remote physiotherapists is to respect their clinical opinion, collaborate effectively across digital platforms, and provide support whenever they need your help.

You will naturally take accountability and be ready to motivate and lead your team members to deliver excellence, ensuring you have the right blend of skills to meet the demands of the service. You will support clinicians to achieve their professional ambitions, managing performance consistently and fairly to achieve agreed clinical measures and KPIs. Above all, you will celebrate diversity and create a remote environment where your team feels connected, engaged, and able to bring their true selves to work.

You will work directly with internal stakeholders, such as the Account Management team, Clinical Governance and the Product Owner for Ascenti Reach, to ensure quarterly and annual performance targets are achieved. You will use service, activity, workforce and financial data to understand performance drivers, identify risks and opportunities and take informed corrective action within your delegated authority. You will play a critical role in shaping the future functionality of our digital tools, providing feedback to improve the user experience for both patients and clinicians, thereby supporting the sustainable growth of Ascenti’s virtual services.

Key responsibilities

Pioneering – Leading the organisation

• Deliver our business plan objectives and our commitment to high standards of performance.
• Manage your resources within agreed budgets and achieve agreed deadlines.
• Raise and maintain Ascenti’s profile and reputation by achieving agreed contractual standards, taking an innovative approach to shared challenges, and positioning Ascenti as a partner of choice.
• Ensure sustainability by protecting customers, colleagues, and Ascenti from unnecessary risks.
• Create a culture of open and honest communication, cascading communications, feeding back concerns through appropriate channels, and celebrating success across the organisation.
• Manage informal and formal change projects to achieve shared business goals.
• Spot opportunities for improvement and provide feedback on how we can do things better.
• Build and maintain productive stakeholder relationships, providing oversight of service delivery, performance outcomes, resource requirements and areas of concern.
• Proactively implement new ways of working, launch new services, and create new sources of revenue through digital integration.
• Take an active role in the opening of new clinics and/or new services to customers.
• Lead regular operational performance reviews for in-house virtual services, using data and insights to understand performance drivers, agree prioritised actions and monitor delivery.

Dependable – Leading self

• Discuss and agree measurable annual, quarterly and monthly goals with management.
• Become a trusted advisor to your stakeholders, communicate clearly and meet agreed deadlines.
• Have a clear and detailed understanding of your contractual obligations. Regularly present performance and assurance information to Ascenti colleagues, commissioners and other external stakeholders.
• Grow your leadership skills through formal and informal learning opportunities, Continuing Professional Development and reflective practice.
• Manage your time effectively to optimise team and personal performance, minimise unnecessary travel and expenses, support team members consistently and meet your goals and objectives.
• Demonstrate an operationally focused, evidence-based and practical approach to decision making.
• Collaborate with internal specialists to achieve service, regional and company goals and objectives.
• Oversee resource and capacity management across our in-house virtual and digital service lines, maintaining demand, capacity and workforce forecasts to ensure resources are aligned to current and anticipated service demand.
• Understand and actively manage the operational and financial drivers within your delegated authority, including productivity, workforce utilisation, capacity and agreed controllable costs, escalating material risks and opportunities to the Head of Operations – Virtual.
• Make timely operational decisions within delegated authority and escalate material commercial, contractual, financial, clinical or strategic decisions to the Head of Operations – Virtual.

United – Leading others

• Create an environment where colleagues feel safe and can bring their true selves to work, ensuring that Ascenti is an equal, diverse, and inclusive workplace.
• Provide direct line management and support to our virtual-only clinical team.
• Support the Performance Development Lead (PDL) and mentors to direct clinical and operational focus
• Support your team to achieve their career goals and give regular feedback about team and individual performance, through 1:1s, meetings, appraisals, competency assessments, etc.
• Ensure that all mandatory learning modules are completed by your team.
• Where performance falls below expected standards, you will proactively address performance concerns, ensuring appropriate interventions are implemented in accordance with organisational policies and regulatory requirements.
• Protect the wellbeing of your team with the support of the People Team and other partners.

Caring – Delivering great customer service and high standards of patient care

• Be an ambassador for Ascenti and our values, both internally and to external stakeholders.
• Ensure that your team complies with all legal, regulatory, and governance requirements at all times.
• Support your team to manage customer expectations and to respond to direct feedback, complaints and/or concerns in a constructive way.
• Respond promptly to escalated client concerns, identifying root causes to minimise repeated issues and protect the brand reputation.

Knowledge, experience, and qualifications

• Sound understanding of leadership principles, managing resources and budgets, leading teams, and providing high standards of customer care.
• Good computer literacy and IT skills – particularly working with Microsoft Office and bespoke systems.
• Appreciation of ethical obligations in physiotherapy/healthcare, with a strong sense of professional integrity. Strong written and oral communications skills to meet the needs of diverse audiences.
• Comprehensive understanding of resource and capacity management for large, remote clinical workforces.
• Project management and/or strategy development and implementation.
• Resource and capacity management for large, remote clinical workforces.
• Theory and best practice in relation to developing positive culture and making organisational changes.
• Advanced leadership skills
• Understanding of tech-enabled healthcare trends, including automation and digital triage platforms
• Experience of line management and team development of a specialist virtual team of practitioners. Experience of account, relationship and/or contracts management.
• Experience interpreting operational and financial performance data and translating insight into practical action.
• Experience implementing project plans, corporate goals/objectives and sustainability activities.
• Experience working in an environment of ongoing change.
• Experience supporting or managing performance, disciplinary or conduct matters in line with organisational policies and formal procedures.
• Demonstrable experience within a cluster/area management role.
• Experience of working in a leadership role in a regulated environment - such as Health/Medical/Finance.
• Experience managing large, dispersed or remote clinical teams at a national scale.
• Experience managing large revenue budgets.
• Experience leading the strategic implementation of new digital health services or large-scale clinical pilots.
• Level 5 leadership qualification, educated to degree level or equivalent professional experience.
• Level 7 leadership qualification, applicable master’s degree, or equivalent professional experience.
• CPD folder with evidence of leadership development.
• Health & Care Professions Council (HCPC) registration.

Professional standards

We care about doing the right thing by our people and everyone that we work with. We also expect our people to do the right thing and to model the behaviours outlined in our Code of Conduct.

As an Ascenti employee you will follow key principles and policies covering Safeguarding, Equality Diversity and Inclusion, Data Protection, and Risk Management.