Head of Clinical Service Delivery

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 next role: The Head of Service Delivery (HoSD) will oversee the Service Delivery team and be responsible and accountable for the delivery of this service.  The team members will each be responsible for a cohort of clinicians. The HoSD will also line manage the workforce planning analyst, to support with workforce planning and service delivery reporting. Additionally, the HoSD will line manage the Pathway Operations Lead, who is responsible for the smooth running of our treatment pathways outside of video consultations.

This is a hands-on role that ensures the smooth coordination, development, and performance of the Service Delivery function across the business. The SDM will own and drive service delivery, rota management, workforce planning and resource planning analysis, performance and absence management as well as driving a positive clinician experience.  This role bridges leadership, data analysis, process optimisation, and people management in a fast-paced healthcare environment.

The role will be responsible for the management, delivery and reporting of all relevant KPI’s and objectives.  The individual, alongside the Chief Operating Officer, will be responsible for running an effective function, meeting company targets for consultations, cost efficiency, case and skill mix and utilisation.

• Line Reports: Direct X7
• Working Pattern: Hybrid, with 3 days per week in the London office
• Salary: Circa £65,000 Per Annum - depending on experience

The HoSD will lead a team that deliver the following day to day management of clinicians, ensuring:

• First point of contact for anyone in their cohort
• Build a relationship with the clinicians in their cohort and support them through any queries or difficulties
• Regular review of their cohort's performance and conduct data
• Initial investigations and meetings with any clinician in their cohort
• Ensure any potential clinician concerns are escalated to the relevant people or teams
• Ensure all performance related reviews are booked in with themselves or a clinical lead as required
• Share clinician feedback, such as prescribing and quality assurance data with clinicians in their cohort
• Support service wide meetings around clinician performance (eg Medical assurance committee, clinical and operational business meetings)
• Ensure all rota and absence issues are managed to deliver a high performing function, maintaining a healthy rota at all times

Key Accountabilities/ Responsibilities

Team Leadership & Management

• Line-manage and mentor a team, providing support, direction, and performance development
• Coach the team to ensure effective management of Clinician cohorts in a supportive but commercially focused way. 
• Conduct regular one-to-ones, appraisals, and performance reviews
• Foster a high-performing and collaborative team culture
• Ensure team adherence to policies, procedures, and clinical governance
• Set the team up for success by providing excellent oversight, advice and support 

Rota & Workforce Management & Analysis

• Oversee the effective delivery of clinician rota planning and deployment across services, ensuring a smooth and consistent service delivery 
• Work closely with the Chief Operating Officer to effectively analyse, report on and forecast key Service Delivery data points such as case mix, skill mix, demand forecast, supply requirements, utilisation optimisation etc...
• Collaborate with other relevant stakeholders to forecast and drive clinician demand
• Ensure the effective management of the rota daily, responding effectively to positive or negative trends impacting key rota metrics
• Identify gaps and implement recruitment or locum support strategies in the clinical workforce
• Optimise shift patterns and resourcing for efficiency and service delivery
• Maintain oversight of workforce systems, ensuring data accuracy and functionality
• Monitor and report on clinician performance metrics, workforce utilisation, and productivity
• Lead initiatives to improve clinician onboarding, compliance, and training

Operational Excellence & Clinician Liaison

• Act as the escalation point for complex clinician or operational issues from the team
• Work closely with leadership HR, Finance, Clinical Leads, and Compliance to align on goals and requirements
• Represent the Service Delivery team in cross-functional meetings and projects
• Ensure adherence to clinical and regulatory standards (e.g. CQC & ISO requirements)
• Oversee performance, absence or well-being escalations and investigations from your team in collaboration with Clinical Leads
• Champion clinician engagement and wellbeing, leading initiatives that improve retention and satisfaction
• Consistently plan, execute and report on a programme of operational improvements to processes, tools and ways of working in the operations function

Administrative & Financial Tasks

• Ensure the department correctly process clinician payroll, invoices, and reconciliations in coordination with Finance
• Work with the Chief Operating Officer to deliver and improve reports on clinician attendance, compliance, workforce trends and other relevant data
• Manage system configurations and updates related to workforce management tools
• Support the wider business with clinician-related operational and strategic projects