Title: Patient Travel Services Systems Manager
Reports to: Head of Service Operations
Direct Report to: Patient Travel Driver Services Team
Contract type: Permanent
Hours: Full-time - Mon - Fri 9am to 5pm (35 hours per week)
Location: The Society operates a hybrid working model with a combination of remote and in-person (Dublin 4 office) working
Office Days: Office attendance days are Wednesday Thursday
WHO WE ARE
The Irish Cancer Society is a community of patients, survivors, volunteers, supporters, health and social care professionals and researchers. Together, we are working to save lives and improve the lives of people affected by cancer.
A cancer diagnosis impacts all areas of a person’s life. At the Irish Cancer Society, we aim to reduce this burden of cancer and improve the quality of life for everyone affected by cancer, from diagnosis to end of life.
Core to the delivery of our services is our Transport Service. This Service provides volunteer drivers to transport cancer patients to and from their hospital chemotherapy treatments, and some radiotherapy treatments in participating hospitals. With demand for this service growing year on year, we are looking for an experienced Manager to develop this service into its next phase, focusing on sustainable growth, building efficient processes and harnessing digital solutions.
YOU WILL
Lead our Patient Travel Driver Services team, ensuring high quality patient centred care, and managing the effective operation of the service and associated systems and processes.
The Patient Travel Services Systems Manager should be an experienced, forward-thinking operational leader, who wants to make a real difference for people affected by cancer by leading one of Ireland's largest patient transport services. This role requires expertise in service planning, workflow optimisation, and continuous improvement.
With the need of this service skyrocketing, you will be responsible for taking a 360-degree view of the landscape and implementing new technologies, improving operational efficiency and driving sustainable growth of the service.
MAIN RESPONSIBILITIES
Service Operations and Management:
The overall management of the patient travel service associated systems, ensuring high quality, performance, and excellence in service user experience – for both service users and volunteer drivers. Our service users also include children and their families.
Enhancing and identifying new opportunities to bring patients to their treatments, and the design and implementation of these opportunities, in particular where digital transformation can support.
Maximising use of business tools including Microsoft Dynamics, Power BI and any suitable additional informatics sources to inform operational and business decision making
Developing growth projections and budgets for the service on an annual basis
Strong focus on compiling and analysing the key activity and performance statistics for the service.
Oversee the seamless integration of digital technologies into existing operations
Lead out on the evaluation, selection and implementation of digital tools and platforms to aid in the efficient operation of the service
Developing an online system for the application and processing of grant applications, with appropriate call backs from across Services.
Supporting the development of our case-management and call-logging systems, to ensure that relevant information and data is captured to provide the best support to people affected with cancer.
Designing and implementing the pathways, policies, and processes for referral or transfer to other services within the Society, ensuring a seamless experience for the service user, volunteer driver and our staff.
Support risk management initiatives and maintain a risk register.
Ensure day to day management of and compliance with service level agreements (SLAs).
Proactively address operational issues, ensuring solutions are implemented in a timely and efficient manner
Leading and managing a high-performing team:
Manage, motivate and inspire a high performing team, ensuring effective performance and engagement. The team is made up of an administration team, and two team coordinators who support the patients, and a bank of about 1400 volunteer drivers.
Ensure the professional development of all members of the team, identifying training needs, and opportunities for mentoring, coaching and development.
Promote a culture of excellence in the delivery of services.
Relationships and Partnerships:
Develop and maintain strong relationships with partner hospitals and other healthcare providers and external stakeholders, in order to provide high quality service to patients.
Ensuring appropriate agreements are in place and reviewed regularly, keeping apace of the changing landscape of treatment options for patients.
Ensure that partner hospitals and other healthcare providers requesting transport for patients are aware of operational guidelines, and eligibility for the service.
Work effectively with colleagues across the Services Department and wider organisation, to ensure the integration of the patient travel driver service in the Society and that the full range of supports and services are made available to all patients and families we work with.
Work effectively across the organisation to support awareness of the service and the Society, contribute to the promotion of the Society’s brand, and support the Society’s fundraising.
Performance, Service Development and Continuous Improvement:
Provide strategic input for short, medium and long-term requirements of the Transport service and ensure targets, KPI's and quality standards are met across all areas of the service.
Maximise the use of the CRM (currently Microsoft Dynamics) and other systems available e.g. powerBI to analyse data related to service performance and delivery, and report on same.
Use data analytics, to understand the service, obtain insights and drive continuous improvements, including identifying ways to mitigate or resolve any challenges identified.
Keep up to date on new technologies and digital services, and research and ensure understanding of the needs and behaviours of our patients and volunteer drivers.
Ensure that feedback is obtained about the service and be responsive to opportunities for improvement.
Conduct reviews of the transport service on a regular basis to ensure a high-quality service is delivered, and implement changes through a continuous improvement culture.
Implement a structured continuous improvement framework to enhance productivity, reduce errors, and streamline workflows.
Lead process redesign initiatives, including digital automation, documentation simplification, and workflow optimisation.
Safety, Quality Risk:
Encourage a culture of reporting among the team
Maintaining and updating departmental risk registers, incident reports and system quality
Regular review and actioning of departmental risk registers
Person Specification:
Passionate about technology:you’re passionate about how technology and systems can enable a great customer and employee experience. You understand and are curious about digital and technology tools and platforms for the management and delivery of programmes, and are always identifying new ways that technology can support your work.
Analytical:you are comfortable examining data and statistics and drawing conclusions to support decision making, and future planning
Innovative:you have a proactive and curious mind-set and desire to explore and implement innovative solutions
A people person:whether it’s supporting staff, working with volunteers, or engaging with colleagues at all levels you understand what makes people tick, and create effective relationships. You collaborate easily, and know the benefits of team work.
A problem solver: you see situations from different angles and are trusted by others to help find solutions. You look for the path forward, and remain optimistic and calm through challenges.
A great communicator:you are able to communicate effectively across multiple channels (face-to-face, written, digital) and adopt your style to meet the audience where they are.
A superb leader:you are able to positively lead people to meet their goals, delegate when needed and support a team in a developing service. You know the value of the people who work for you.
YOUR QUALIFICATIONS AND EXPERIENCE
Proven record of digital service innovation and delivery, digital strategy implementation and/or operational excellence.
Substantial management experience in a complex operational role. The Society measures experience in terms of experience gained, rather than years, but the typical candidate would have c. 5 years of management experience in a comparable role.
Previous working in the health transport sector, logistics or not-for-profit sector may be beneficial, but the role is open to candidates from any background who demonstrate an understanding of our work and its complexities.
Demonstrated evidence of continuing professional development and ongoing learning, in areas such as digital services, customer experience, change and project management, and leadership.
Certification in process improvement (e.g. Six Sigma, TQM or equivalent) desirable
GENERAL:
The Irish Cancer Society operates a no smoking policy and the post holder must not smoke in the office or when on Society business outside the office.
Be willing to occasionally work outside of normal working hours.
All employees are required to be aware of their responsibilities towards health and safety and to adhere to fire regulations.
This job description is not exhaustive; it merely acts as a guide and may be amended to meet the changing requirements of the Society at any time after discussion with the post holder.
Maintain confidentiality at all times, and compliance with the Data Protection Act is an essential requirement.
The closing date for applications is Tuesday 1st of September 2026
Please note all CVs are logged through a third-party system for processing
The Irish Cancer Society is an equal opportunity employer. We celebrate diversity and are committed to building an inclusive environment for all employees. We know that the more inclusive we are, the better our work will be.
WE DO NOT REQUIRE THE ASSISTANCE OF AGENCIES
Some of our benefits:
23 days Annual Leave a year or Pro Rata equivalent, plus public holidays, Good Friday and Christmas Eve (if it falls on a working day)
Service Days - Additional days awarded to reflect long service with the Society.
Sick Pay Scheme (following Probationary period)
Flexitime
Defined Contribution Pension Scheme - new starters will join the pension from the date of commencement of employment with the Society. The current contribution rate ranges from a contribution of 3%, 5% or a maximum of 8% of basic salary.
Group membership for VHI and HSF (health plans)
Bus/Rail Ticket Scheme and Cycle to Work Scheme
Death In Service Benefit (from commencement of employment)
Paid Family Leave (Maternity, Paternity, Adoptive, Force Majeure and compassionate Leave)
Learning and Development Programmes
Educational Assistance (Study and Examination Leave)
Employee Assistance Programme (EAP)
Optional Flu vaccine provided
