At a Glance
- Tasks: Help NHS practices adopt Smart Triage and enhance patient care.
- Company: Rapid Health is transforming healthcare access with innovative technology.
- Benefits: Gain hands-on experience, develop skills, and make a real impact in healthcare.
- Other info: Dynamic role with opportunities for growth and learning in a supportive environment.
- Why this job: Be part of a mission-driven team improving patient access and clinician support.
- Qualifications: Customer success or healthcare experience; tech-savvy and great communicator.
The predicted salary is between 30000 - 40000 £ per year.
About Rapid Health
Help practices transform how they deliver care. At Rapid Health, we are reshaping how patients access healthcare through intelligent, autonomous triage. Smart Triage is already used by over 3 million patients in NHS primary care, helping practices manage demand safely and get patients to the right care faster.
Role Summary
We are now looking for a Customer Adoption Specialist who wants to play a meaningful role in that change. This is a hands-on, customer-facing role for someone who enjoys solving problems, building relationships and helping NHS practices adopt new ways of working. You will work directly with practices as they adopt Smart Triage, ensuring they feel confident, supported and set up for success. This is more than onboarding. You will help customers understand the platform, embed it into their day-to-day workflows, create useful education content and bring customer insight back into Rapid Health so we keep improving.
Purpose
To deliver an exceptional onboarding and adoption experience for NHS practices using Smart Triage, ensuring they achieve strong results quickly and confidently. The Customer Adoption Specialist will play a vital role in shaping how practices adopt, use, and value our platform, while improving onboarding and customer education as Rapid Health scales.
You'll thrive here if you:
- Are energised by solving problems and helping customers feel confident.
- Communicate clearly, calmly, and confidently under pressure.
- Can translate complex clinical, technical or operational information into practical guidance.
- Enjoy helping healthcare teams adopt new ways of working, not just learn how to use a system.
- Are tech-confident and are quick to pick up new tools, systems and AI-enabled workflows.
- Are proactive and naturally spot ways to improve processes, content, and customer experience.
- Have excellent attention to detail and pride yourself on precision and follow-through.
- Enjoy working closely with NHS practices and are curious about their operational pressures.
- Can tell the difference between a training issue, workflow issue, product gap and technical problem.
- Care about improving patient access and supporting clinicians to deliver care.
Key Responsibilities
Onboarding and Customer Success- Lead onboarding for new practices adopting Smart Triage, ensuring clear communication, smooth setup, and strong early adoption.
- Run check-ins, Q&A sessions, and support calls to build confidence and address concerns quickly.
- Ensure each practice understands how to use Smart Triage safely, effectively, and in line with best practice.
- Help practices embed Smart Triage into their day-to-day workflows, including how teams manage requests, roles and escalation.
- Identify practices that may be struggling and provide additional support and guidance.
- Build strong customer relationships that encourage long-term engagement, adoption and retention.
- Identify patterns in customer questions, issues, and pain points to influence product improvements, onboarding enhancements and customer enablement.
- Help simplify and streamline onboarding processes, content, and instructions.
- Contribute to building tools, templates, checklists, and guides that make onboarding clearer and more scalable.
- Use internal tools, automation platforms, and AI technologies to streamline onboarding, simplify workflows, and improve consistency.
- Help identify whether recurring issues are caused by training gaps, workflow confusion, product usability, technical issues or customer setup.
- Improve and evolve our onboarding materials in Confluence to make them easier to follow and adopt.
- Create bite-sized content such as short videos, walkthroughs, FAQs, and quizzes to support ongoing learning.
- Develop practical education content for different user groups, including practice managers, admin teams, clinical users and super users.
- Contribute to the development of playbooks, best-practice guides, and success frameworks.
- Support user forums, webinars or group learning sessions that help customers share good practice and improve adoption.
- Analyse customer usage data, feedback, and survey results to understand satisfaction drivers, adoption barriers and risks.
- Use adoption data and support trends to identify where practices may need further enablement.
- Share insights with product, operations, and leadership to prioritise improvements.
- Track key success metrics and support the reporting of onboarding and adoption performance.
- Help turn customer insight into practical actions that improve product usability, onboarding and customer experience.
Ideal Profile
- Early career professional with experience in customer success, training, onboarding, operations, NHS practice support, healthcare, scientific communications or medical communications.
- High tech-proficiency with the ability to learn new systems quickly.
- You will use tools, automation, and AI to streamline onboarding, improve consistency, and support customers more efficiently.
- Curiosity for technology and a willingness to experiment is essential.
- Able to understand product behaviour, diagnose simple technical issues and communicate clearly with internal teams.
- Experience working with NHS organisations, healthcare suppliers, practices, PCNs, ICSs, or healthcare communications is a strong advantage.
- Confident communicator with excellent written and verbal skills, able to explain complex clinical, technical or operational information clearly.
- Detail-oriented, organised, and capable of managing multiple onboarding and adoption activities at once.
- Naturally proactive and curious; someone who does not wait to be told what to fix.
- Empathetic and patient when supporting users with varied technical confidence.
- Able to spot whether an issue is likely to be a training need, workflow issue, product gap, technical problem or escalation.
- Motivated by impact, learning, ownership, and being part of a high-growth mission-driven company.
- Interested in improving patient access and supporting clinicians and practice teams to deliver care more effectively.
Customer Adoption Specialist in London employer: Rapid Health
At Rapid Health, we pride ourselves on being an exceptional employer dedicated to transforming healthcare delivery. Our collaborative work culture fosters innovation and personal growth, providing employees with the opportunity to make a meaningful impact in the NHS while enjoying comprehensive support and development resources. Located at the heart of healthcare transformation, we offer a unique chance to engage directly with practices, ensuring that our team members feel valued and empowered as they contribute to improving patient access and care.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Adoption Specialist in London
✨Tip Number 1
Get to know the company inside out! Research Rapid Health, their mission, and how Smart Triage is changing the game for NHS practices. This will help you connect with interviewers and show them you're genuinely interested in making a difference.
✨Tip Number 2
Practice your problem-solving skills! Think of real-life examples where you've helped customers overcome challenges. Be ready to share these stories during interviews to demonstrate your ability to build relationships and support users effectively.
✨Tip Number 3
Show off your tech-savviness! Familiarise yourself with tools and platforms similar to Smart Triage. Being able to discuss how you’ve used technology to improve processes will make you stand out as a candidate who can hit the ground running.
✨Tip Number 4
Don’t forget to network! Connect with current or former employees on LinkedIn to gain insights about the company culture and role. Plus, applying through our website can give you an edge, so make sure to submit your application there!
We think you need these skills to ace Customer Adoption Specialist in London
Some tips for your application 🫡
Show Your Passion for Healthcare:When writing your application, let your enthusiasm for improving patient access and supporting healthcare teams shine through. We want to see how you connect with our mission at Rapid Health and why you're excited about the Customer Adoption Specialist role.
Be Clear and Concise:Make sure your application is easy to read and straight to the point. Use clear language to explain your experience and how it relates to the role. We appreciate applicants who can communicate complex ideas simply, just like we do with our customers!
Highlight Relevant Experience:Whether it's customer success, NHS support, or healthcare operations, make sure to showcase any relevant experience in your application. We’re looking for candidates who can build relationships and help practices adopt new ways of working, so don’t hold back on sharing your successes!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re proactive, which is exactly what we love to see!
How to prepare for a job interview at Rapid Health
✨Know the Product Inside Out
Before your interview, make sure you understand Smart Triage and how it works. Familiarise yourself with its features and benefits, especially in the context of NHS practices. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experiences where you've successfully solved problems or helped customers overcome challenges. Highlight how you built relationships and supported users, as this aligns perfectly with the responsibilities of a Customer Adoption Specialist.
✨Communicate Clearly and Confidently
Practice explaining complex information in simple terms. You might be asked to demonstrate how you'd help a practice adopt Smart Triage, so being able to communicate clearly under pressure is key. Consider doing mock interviews with friends to refine your delivery.
✨Be Proactive and Curious
During the interview, express your eagerness to improve processes and learn about the operational pressures faced by NHS practices. Show that you're not just waiting for instructions but are ready to take initiative and contribute to continuous improvement.
