Head of Patient Services

About Us

We’re Doccla, redefining where and how healthcare is delivered. Our Virtual Ward and Remote Monitoring Solutions enable hospitals and health systems to care for patients at home, supporting them through early discharge, acute recovery, and long‑term condition management. We provide clinicians with medical‑grade devices, logistics, patient onboarding, EHR integration, and an end‑to‑end clinical platform built around real‑world workflows. Doccla works with over 60% of NHS ICBs and supports health systems in the UK, Ireland, France, and the DACH region, helping reduce hospital pressure, improve outcomes, and create a more resilient model of care.

Why Join Us

This is your chance to join Doccla at a key stage in our growth. We’re building the category leader in Virtual Care and Remote Patient Monitoring, and you’ll be part of a highly entrepreneurial, mission‑driven team that combines expertise across clinical, technical, commercial, and operational domains.

Role Overview

You will lead and scale Doccla’s Patient Services function, which includes Patient Enrolment and Patient Support. The team is responsible for the end‑to‑end patient journey, from recruiting and enrolling patients onto proactive care pathways through to supporting patients throughout their onboarding and ongoing monitoring experience.

Core Operational Areas

• Patient Enrolment – Identify, recruit, engage, and enrol eligible patients onto Doccla’s proactive care pathways.
• Patient Support – Onboard patients and provide ongoing operational support throughout their time on the service.

The role ensures these functions operate with clear workflows, strong operational performance, and a patient‑centred approach, while continuously identifying opportunities to improve efficiency, scalability, and the patient experience.

Key Responsibilities

• Provide strategic leadership across the Patient Enrolment and Patient Support teams.
• Ensure both teams operate effectively together to deliver a seamless patient journey.
• Build and develop a high‑performing team culture focused on patient experience, operational excellence, and continuous improvement.
• Oversee recruitment, onboarding, and development of team members across the Patient Services function.
• Own the success and performance of the Patient Enrolment Team, defining ways of working and ensuring processes are efficient, scalable, and aligned with clinical requirements.
• Identify opportunities to optimise patient engagement, conversion, and enrolment rates.
• Lead the Patient Support Team, ensuring onboarding processes are smooth, timely, and easy for patients to complete, and maintaining high standards of patient support across all interactions.
• Ensure post‑onboarding workflows support both patients and clinicians effectively.
• Design, implement, and optimise workflows across patient enrolment, onboarding, and ongoing patient support.
• Document and scale operational processes, align them with service growth, and manage service performance against SLAs, KPIs, and quality metrics.
• Optimise CRM and operational systems to support efficient patient services workflows.
• Act as the voice of patients and users within the organisation, analysing operational data, patient feedback, and service metrics to drive improvement.
• Partner with Product and Technology teams to improve systems, automation, and patient journeys.
• Oversee incident management and complaint resolution processes, ensuring operational processes support clinical safety and regulatory compliance.
• Identify risks within patient services workflows and implement preventative improvements.
• Lead, coach, and develop team leads and agents across the Patient Services function, fostering a culture of accountability, collaboration, and operational excellence.
• Support performance management, training, and career development.

What We’re Looking For

• Leadership: Proven ability to lead and scale service teams in a fast‑paced environment.
• Patient‑Centric Approach: Deep commitment to delivering exceptional patient experiences.
• Operational Excellence: Strong process design and workflow optimisation capabilities.
• Technical Proficiency: Experience with CRM platforms such as Zendesk and operational tools.
• Analytical Skills: Ability to analyse data, performance metrics, and service trends to drive improvement.
• Communication: Strong stakeholder management and communication skills.

Experience & Qualifications

• Minimum 8 years of experience managing customer service or patient operations teams.
• Experience in digital healthcare, healthtech, or high‑growth startup environments preferred.
• Demonstrated experience scaling operational processes and teams.
• Familiarity with tools such as Zendesk, Slack, Google Sheets, Deputy, or similar operational systems.

Goals & Objectives

• Ensure safe, efficient, and scalable patient enrolment and onboarding.
• Deliver high‑quality patient and clinician support.
• Enable the successful rollout and operation of proactive care pathways.
• Continuously improve patient services through data‑driven insights and operational innovation.

Tools & Platforms You’ll Use

• CRM: Zendesk for workflow management and automation.
• Communication: Slack for internal coordination.
• Data Management: Google Sheets for reporting and analysis.
• Scheduling: Deputy for workforce planning.
• Monitoring: Radar for compliance and operational monitoring.

How We Work

We empower everyone at Doccla to take ownership of their work and the company’s mission. We act ethically and always put patient safety and outcomes first. To thrive here, you’ll need a can‑do attitude, an action‑oriented approach, and a willingness to learn and grow through open feedback. We are a hybrid team, with offices in London, Denmark, and Germany. Most of our team is London‑based and enjoys in‑person time at our WeWork HQ 1–3 days per week. Some teams are fully remote, depending on the role.

Benefits

• 25 days annual leave plus up to 8 UK bank holidays.
• Option to buy or sell holidays.
• Flexible remote options.
• Remote working stipend.
• Employee stock options.
• 4% pension on full basic pay.
• 4x salary life insurance.
• Private health insurance.
• 4 months full pay for birthing parent.
• 4 weeks full pay for non‑birthing parent.
• Phased return back to paid work.
• Sick pay.
• Free daily lunch.
• Pet‑friendly office.
• £500 L&D budget per person.
• Cycle to work scheme.
• 24/7 GP appointments.
• Mental health support.
• Nutrition and fitness advice.
• Second opinions and health checks.
• Competitive compensation package (base + stock options).
• The chance to work on patient‑first, system‑level healthcare challenges.
• Opportunities for growth and leadership with full support.

Diversity

We embrace diversity. To build a great product, we need a team with a wide range of perspectives, backgrounds, and experiences. We’re committed to equal opportunity hiring regardless of race, religion, gender identity, sexual orientation, age, disability, or background. If you’re excited about the role, we encourage you to apply even if your experience doesn’t match every point.

Safer Recruitment

As Doccla is a CQC registered company, a Disclosure and Barring Service (DBS) check will be required for all roles. It is an offence to apply for such work if you are barred from working with children or vulnerable adults.