Clinical Pathway Operations Lead

Overview

Thanks for stopping by! We\’re Doctor Care Anywhere: a leading digital platform, with a clear vision to be the primary care provider of choice for digital healthcare – and that all starts with our brilliant team. We are the UK\’s largest private provider of telehealth services. We work with insurers, healthcare providers and corporate customers to provide healthcare services to more than 2 million patients every year. From doctors and designers to software developers and marketers – we\’re proud of our people, who love working together to enhance patient experiences for the better. It\’s why every year, we help over 2 million people speak to a GP or ACP by video or phone, anywhere in the world. Our story started back in 2013, and as we continue to grow, we\’re looking for the very best talent to help us achieve our ambitious goals. If you\’re highly motivated and would love to work with us as we continue to grow, then we would love to hear from you.

Your New Role: As part of our continued expansion into new health and lifestyle services, we are launching several innovative treatment pathways to support patients in areas such as metabolic health and preventative care. The Pathway Operations Lead (POL) plays a pivotal role in supporting the successful launch and early-stage management of these pathways. The focus is on stabilising new pilots ensuring they run safely and effectively before full rollout. This is a role designed for someone who thrives on operational problem-solving, cross-team collaboration, and data-informed improvement. The POL will work closely with clinical, operational, and product teams to ensure new pathways are well supported from launch through to steady-state service delivery.

Responsibilities

• Act as the central coordination point for new treatment pathway pilots.
• Support the transition from design to live operations, ensuring readiness across teams (clinical, operations, support).
• Provide hypercare oversight during early launch phases to identify and resolve operational issues quickly.
• Maintain clear documentation of risks, actions, and lessons learned during pilot stages.
• Monitor day-to-day performance of live pilots, ensuring service standards, safety, and KPIs are met.
• Support teams in embedding operational processes and feedback loops.
• Flag and escalate performance or compliance concerns promptly to senior leads.
• Gather and interpret pathway data (e.g., activity, waiting times, patient feedback) to monitor early progress.
• Produce concise reports and updates for internal stakeholders to inform decisions.
• Identify early trends and make recommendations for improvement.
• Capture and share lessons learned during pilot phases to support future scaling.
• Contribute to \”version 2\” improvements in pathway workflows, training, and documentation.
• Help shape practical, patient-centred processes that balance efficiency and safety.
• Facilitate smooth communication between operational, clinical, and support teams.
• Coordinate regular updates to key stakeholders and ensure alignment on priorities.
• Participate in governance meetings, sharing data and insights from pilot progress.

Qualifications

• Proven experience in programme coordination, project delivery, or service operations within a complex or regulated environment.
• Excellent organisational and multitasking skills with attention to detail.
• Strong communication and stakeholder engagement skills.
• Confident using data to inform action and improvement.
• Proactive problem-solver able to work independently and collaboratively.
• Desirable: Experience within healthcare, digital health, or clinical operations.
• Desirable: Familiarity with service launch or pilot management.
• Desirable: Understanding of quality improvement or operational readiness frameworks.
• Desirable: Awareness of healthcare governance and compliance standards.

Why you want to work here

We understand the importance of good health and happiness for our patients and our team is just the same. At Doctor Care Anywhere, you\’re not just an employee; you\’re a valued member of our team. We believe in giving you the freedom to supercharge your career with us while feeling completely supported.

• Doctor Care Anywhere subscription: For you and up to 5 of your family and friends, health consultations on the go.
• 25 Days Holiday + Bank Holidays (FTE).
• Birthday Day Off.
• Option to buy up to 5 additional days of annual leave (FTE).
• Company Pension scheme.