Role Description We are seeking a proactive Service Improvement Officer to join our team. You will collaborate closely with internal stakeholders supporting the quality improvements within the operational teams. Your key responsibilities include: - Ensuring compliance with statutory requirements - Implementing improvement plans to enhance service delivery - Providing training and support to branch teams If you have experience in service improvement and compliance, along with excellent communication skills, apply now to make a meaningful impact in our organisation. Qualifications - Previous experience in conducting audits - Implementing improvement plans - Providing training and support - Proactive individual with a keen eye for detail - Ability to thrive in a fast-paced environment - Ensuring the highest standards of service delivery and regulatory compliance Benefits - Thorough training and opportunity to develop through self-directed learning - Coaching conversations, e-learning modules, and access to further qualifications and courses - Support to develop your career within your branch or the wider City & County Healthcare Group - 22 Days Holiday (increasing to 25 days after 3 years’ service) plus bank holidays - Occupational Maternity Pay & Adoption Pay - Occupational Paternity Pay* - Death in Service Payment* - Occupational Sick Pay - Wellbeing resources and financial advice - Up to 14% discount at over 40 retailers including Tesco, John Lewis, and many more *Subject to terms and conditions and qualifying period

• Build new workflows based on Molly’s briefs • Review and fix existing workflow errors (current backlog) • Test workflows before launch Critical: avoid incorrect notifications or misfires • Create and manage HubSpot forms • Maintain lists, segmentation, and contact properties • Build EDMs in HubSpot using provided copy • Work through backlog of “nice-to-have” workflows

• Operationalizing business and/or regulatory requirements • Project management process improvement • Identify efficient ways to save money using healthcare fraud tools • Collaborate with teams to create efficiency and security in member data

• Support the execution of anesthesia program launches and operational integrations under the direction of the Director of Anesthesia Clinical & Operations Integration. • Coordinate site readiness activities, including staffing coordination, scheduling setup, call coverage planning, and operational workflow preparation. • Track and manage key integration milestones to ensure readiness for Day 1 program activation, as well as maintain the Recruitment forecast tool for client-readiness. • Coordinate logistics for pre-launch discovery, including stakeholder interviews, operational meetings, and information gathering. • Develop meeting agendas, prepare integration materials, and maintain action-item tracking for integration workstreams. • Assist the Director of Integration in implementing operational structures during the early phase of program activation. • Support coordination of staffing schedules, onboarding processes, and clinical coverage structures during program startup.