Job Description

Posted 1 hour ago

Project Manager – Medical Call Centre Transformation

Contract | Outside IR35 | 12 Months | Remote (UK-based)

Day rate: Competitive, dependent on experience

The Role

We're partnering with a UK medical organisation to recruit a Project Manager for a 12-month contract, engaged on an Outside IR35 basis. This is a remote-first role, though occasional travel to UK sites may be required for key milestones or stakeholder sessions.

The successful candidate will have direct hands-on experience delivering or heavily supporting a Medical Call Centre project — whether that's a new contact centre build, a platform migration, a workforce/telephony transformation, or an operational scaling initiative within a healthcare or clinical triage contact centre environment. This is a non-negotiable requirement; generic contact centre experience without a medical/clinical dimension will not be considered.

Key Responsibilities

* Own end-to-end delivery of a Medical Call Centre initiative, from planning through to go-live and stabilisation

* Manage project scope, RAID logs, budgets, and timelines, reporting into senior stakeholders

* Coordinate cross-functional teams spanning clinical operations, IT, telephony/CCaaS vendors, and workforce management

* Manage third-party suppliers and vendor relationships (e.g. telephony platforms, CRM/case management systems)

* Ensure regulatory and clinical governance requirements are factored into project delivery (e.g. patient data handling, clinical safety, information governance)

* Drive stakeholder engagement across clinical, operational, and technical teams

* Support change management and operational readiness for contact centre staff

* Provide regular status reporting, risk escalation, and steering committee updates

Essential Experience

* Proven track record as a Project Manager delivering complex, multi-stakeholder projects

* Direct or heavily-supporting experience on a Medical/Clinical Call Centre project — this could include NHS 111, GP triage services, patient helplines, telehealth contact centres, or similar

* Strong experience with contact centre/telephony technology (e.g. CCaaS platforms, IVR, workforce management tools)

* Comfortable working with clinical stakeholders and understanding healthcare operational constraints

* Solid grounding in project governance, RAID management, and structured delivery methodologies (Agile, Waterfall, or hybrid)

* Confident managing third-party vendors and multi-supplier delivery environments

* Strong stakeholder management and communication skills, with experience reporting to senior/executive audiences

Desirable

* Prince2, APM, or equivalent project management certification

* Experience within NHS, private healthcare, or regulated medical environments

* Familiarity with information governance, GDPR, and clinical safety standards in a healthcare context

* Experience managing budgets and commercial vendor relationships