Operations Excellence Manager

London office-based | Reports to Cameron Houston, Founder and CEO

In the office and ready to work at 8:00 am London time.

THE OPPORTUNITY

Help build and run an excellent UK ADHD service, making the patient journey straightforward and ensuring our doctors and operational team have the processes, tools and support they need.

You will own operational improvements, coordinate work on Integrated Care Board (ICB) opportunities and contracts, and manage the practical onboarding of doctors. Working directly with the founder, clinical leaders and product team, you will identify problems, develop solutions and make sure improvements work in practice.

For the first few months, you will also personally carry out Patient Care Coordinator (PCC) duties: supporting patients, coordinating appointments and resolving administrative issues while helping build the processes and team needed as the UK service grows.

PATIENT EXPERIENCE AND SERVICE OPERATIONS

• Improve the patient journey from initial enquiry through assessment, treatment and ongoing care.
• Identify delays, confusion and recurring problems, and resolve their underlying causes.
• Maintain clear standards for communication, response times and follow-up.
• Own operational issues and escalations through to resolution.
• Use patient and clinician feedback to prioritise improvements and check their impact.

ICB RELATIONSHIPS AND CONTRACTS

• Coordinate operational work on ICB opportunities, applications, submissions and contracts.
• Build relationships with commissioning and contract-management contacts alongside the founder and clinical leaders.
• Track requirements, deadlines, responsibilities and outstanding actions.
• Coordinate evidence and information for submissions and contract discussions.
• Prepare patient pathways, staffing, systems, reporting and implementation plans for new arrangements.
• Track service requirements, reporting deadlines, performance measures and delivery risks.
• Bring pricing, commercial decisions and contractual commitments to authorised decision-makers for approval.

DOCTOR ONBOARDING

• Coordinate onboarding from recruitment handover through to readiness to start work.
• Maintain checklists covering documentation, required checks, approvals, training and operational setup.
• Collect credentialing information and route it to clinical or compliance reviewers.
• Coordinate system access, induction, appointment availability and team introductions.
• Explain patient pathways, operational processes, communication expectations and escalation routes.
• Resolve practical blockers, support doctors in their initial weeks and improve onboarding using their feedback.

HANDS-ON PCC DUTIES — FIRST FEW MONTHS

• Respond to patient enquiries clearly and empathetically.
• Coordinate bookings, appointment changes, reminders and follow-up.
• Help patients complete onboarding and provide outstanding administrative information.
• Liaise with doctors and colleagues on scheduling and service issues.
• Maintain accurate contact records, task ownership and handover notes.
• Follow approved routes for complaints, clinical questions and safety concerns.
• Use first-hand experience to reduce recurring problems and avoidable work.

As dedicated PCC capacity is established, help train colleagues and hand over routine coordination work. The balance of PCC coverage and operational responsibilities will be agreed with the founder and reviewed as the service develops.

PROCESS, PRODUCT AND PERFORMANCE

• Develop and maintain practical UK standard operating procedures, guidance and templates with clear ownership and version control.
• Equip colleagues with the tools and training needed to resolve issues consistently.
• Work with clinical and compliance leaders to reflect approved requirements in processes.
• Translate operational problems into clear product and engineering briefs, explaining impact, desired outcomes and success measures.
• Test improvements with users, coordinate rollout and keep guidance current.
• Monitor patient experience, response times, resolution times, backlogs and doctor onboarding readiness.
• Maintain visibility of ICB milestones, reporting requirements and risks.
• Give the founder clear updates on priorities, progress, problems and decisions required.

WHAT WE ARE LOOKING FOR

• Experience managing or improving healthcare service operations, patient services or a closely related regulated service.
• A practical record of turning operational problems into clear, repeatable solutions.
• Strong organisation and follow-through across multiple priorities and deadlines.
• Excellent communication with patients, doctors, colleagues and external stakeholders.
• Confidence handling patient enquiries and working directly in day-to-day service delivery.
• Ability to write clear processes, maintain accurate records and train others.
• Confidence using operational data to identify problems and measure improvement.
• Comfort working closely with a founder in a growing organisation.
• Willingness to work from our London office and start at 8:00 am.

Strongly preferred:

• Direct experience with an ICB, NHS commissioning team or provider delivering NHS contracts.
• Involvement in contract applications, mobilisation, reporting, monitoring or commissioner relationships.
• Doctor onboarding or healthcare workforce credentialing experience.
• ADHD, mental health, telehealth or specialist outpatient service experience.
• Experience translating operational needs into product or technology requirements.

SCOPE AND SUCCESS

This is an operational role. Clinical decisions, competence assessments and clinical pathway approvals remain with the appropriate clinical leaders. Contract signing and commercial commitments require the appropriate authority.

Success means timely patient support, efficient doctor onboarding, ICB requirements progressing with clear ownership, reliable processes, resolution of recurring problems and a planned handover of routine PCC work. Specific targets will be agreed with the founder.

Salary, contractual terms, weekly hours and finishing time are to be agreed.

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