Process Standards and Documentation Specialist

Hybrid (1-2 days per month in our Canary Wharf office) | Full-time

Salary: Up to £55k (depending on experience)

Join Us at The Centre for ADHD Research and Excellence: Shaping the Future of Accessible Healthcare. At Care ADHD, we’re improving access to high-quality ADHD assessment and treatment by making private care more affordable and easier to navigate. We’re outcomes-focused and continuously improving - with a strong emphasis on clear standards, safe delivery, and an excellent experience for patients and staff.

We’re growing quickly over the next five years and are building the operational foundations to scale responsibly: robust processes, well-controlled documentation, and changes implemented with clarity, training, and traceability.

The Role:

You’ll own our operational single source of truth. That means mapping as-is / to-be workflows, maintaining our process library and SOP system (templates, version control, approvals, publishing), and keeping the operational change log (what/why/when/impacts/training). You’ll collaborate closely with Implementation and Training to produce release/readiness documentation, and you’ll make sure our operational documentation is always audit-ready (sign-offs, effective dates, training evidence).

This is a hands-on role for someone who loves turning “how things really work” into clear, controlled, usable standards — and keeping them current as we move fast with strong controls.

What you’ll do:

• Own the operational SSoT (process library + SOP system)
• Own and maintain our process library (workflows, SOPs, handovers, RACI), ensuring it’s accurate, searchable, and easy to use.
• Own SOP templates and documentation standards (structure, naming, style, required sections, linkages between processes/SOPs/job aids).
• Run document control: versioning, approvals, publishing, archiving, and review cadence (so teams always use the right version).
• Map as-is / to-be workflows and convert them into standards people can follow.
• Facilitate discovery sessions to capture how work is done end-to-end across operations (including handoffs and exceptions).
• Produce clear as-is and to-be workflows (BPMN desirable) and translate them into SOPs, checklists, job aids, and “definition of done” for teams.
• Ensure documentation reflects reality - and that updates don’t get lost in Slack messages and tribal knowledge.
• Maintain the operational change log + release/readiness documentation.
• In partnership with Implementation + Training, produce release/readiness documentation (e.g., change summary, SOP deltas, training plan, go/no-go checklist, comms).
• Ensure each release/change is traceable from “request” → “approved change” → “updated SOP” → “training evidence”.
• Keep everything audit-ready and adopted.
• Establish and run a simple governance cadence with process owners: review schedule, ownership clarity, exceptions, and continuous refresh.
• Spot and elevate process breakdowns (where the documented standard and reality diverge) to the right owners — and help close the loop.
• Support improvement initiatives by ensuring outputs are standardised, documented, controlled, and adopted (rather than improvements living as one-off projects).
• Measure impact: track adoption and success metrics (e.g., cycle time, rework, handoff delays), and ensure process changes are properly controlled and sustained.

What we’re looking for:

• Experience owning and maintaining a process library and SOP system in a fast-moving environment.
• Strong process mapping skills (e.g., BPMN or equivalent) and the ability to translate workflows into clear, usable SOPs/job aids.
• Practical experience with document control: templates, version control, approvals, publishing, effective dates, and review cadence.
• Comfortable running structured workshops and aligning stakeholders on “what the standard is” vs “what we wish it was.”
• Excellent written communication — you can make complex processes simple, precise, and unambiguous.
• Nice to have: Experience supporting release/readiness activities (change summaries, SOPs, comms, training coordination).
• Exposure to operational governance in regulated or quality-sensitive settings (audit trails, traceability, evidence).
• Familiarity with continuous improvement methods (Lean/Six Sigma) - as a tool, not the core job.
• Experience with tools like Confluence/Notion/SharePoint, Miro/Lucidchart/Visio, Jira/Asana, and BI dashboards (helpful but not required).
• Examples of standards/documentation you’ve built or owned, and how you improved adoption/quality/consistency.
• Experience working in a fast paced/high growth environment, especially in technology, digital product, operations, or transformation environments.
• Driven, curious, and relentlessly improvement-focused.
• Hunger to deliver measurable outcomes, not just theoretical recommendations.
• Able to bring order to ambiguity and create clarity for teams.
• Strong sense of ownership over processes and their long-term health.
• Pragmatic, commercially aware, and comfortable balancing speed with quality.

What Success Looks Like:

In the first 90 days:

• We have a clear, working process library structure with agreed templates/standards and ownership.
• The top priority operational workflows are mapped as-is and to-be, with the first wave of SOPs published and in use.
• A simple change log + approval flow is live and used consistently for operational changes.

By 6 months:

• Our operational documentation is a trusted single source of truth: current, versioned, approved, and easy to find.
• Changes are consistently audit-ready: sign-offs, effective dates, comms, and training evidence are in place.
• Releases/operational changes land smoothly because readiness documentation is clear, complete, and coordinated with Training + Implementation.
• Teams follow the standard because it’s clear and practical — and when reality changes, the SSoT changes with it.

What We Value:

Care is at the heart of who we are – in how we support patients, and in how we treat each other as colleagues. Skills and experience matter, but it’s our mindset and behaviours that shape the culture we’ve built and protect it as we scale.

• Kindness – treating colleagues, partners, and patients with respect and care.
• Transparency – being open and honest, building trust at every level.
• Reflection – pausing to learn, adapt, and grow together.
• Growth mindset – embracing feedback and challenge as opportunities.
• Accountability – owning outcomes and focusing on solutions, not blame.
• Collaboration – sharing ideas, supporting one another, and celebrating collective success.

What you can expect:

• Competitive salary up to £55,000
• Hybrid working with 1-2 days per month in our Canary Wharf office
• 25 days holiday + UK bank holidays
• Team get-togethers
• A paid day off on your birthday
• Office equipment when you join
• Pension contribution
• Be part of one of the UK’s most ambitious HealthTech start-ups – with plenty of opportunity for career growth.