Head of Patient Services Full Time NEW

🌍 A Bit About UsWe’re Doccla, and we’re 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. We support patients across the full care journey from early discharge and acute recovery to long-term condition management and proactive care.We provide everything clinicians need to deliver safe, effective Virtual Care: medical-grade devices, logistics, patient onboarding, EHR integration, and an end-to-end clinical platform built around real-world workflows.We currently work with over 60% of NHS ICBs and supporting health systems across the including UK, Ireland, France, and the DACH region to reduce hospital pressure, improve outcomes, and create a more resilient model of care.We’re backed by top European investors, having secured £35m in Series B funding led by Lakestar, with participation from Elaia, General Catalyst, Speedinvest, and Bertelsmann.🚀 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. You’ll be part of a highly entrepreneurial, mission-driven team that combines expertise across clinical, technical, commercial, and operational domains.We’re solving real problems for patients and health systems and growing fast.🧑‍⚕️ What You’ll Do as a Head of Patient ServicesYou will lead and scale Doccla’s Patient Services function, which includes both Patient Enrolment and Patient Support.The Patient Services 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.You Will Oversee Two Core Operational AreasPatient Enrolment – responsible for identifying, recruiting, engaging, and enrolling eligible patients onto Doccla’s proactive care pathways.Patient Support – responsible for onboarding patients and providing 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.✅ What Experience You’ll Bring To The TeamLeadership of the Patient Services FunctionProvide strategic leadership across the Patient Enrolment and Patient Support teams.Ensure both teams operate effectively together to deliver a seamless patient journeyfrom recruitment through ongoing support.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 PatientServices function.Patient Enrolment (Recruitment & Engagement)Own the success and performance of the Patient Enrolment Team, responsible forrecruiting and engaging patients for Doccla’s proactive care pathways.Define and continuously improve ways of working for patient recruitment andenrolment.Ensure enrolment processes are efficient, scalable, and aligned with clinicalrequirements.Identify opportunities to optimise patient engagement, conversion, and enrolment rates.Work closely with clinical and operational teams to ensure patient eligibility andenrolment processes are clear and effective.Patient Support (Onboarding & Ongoing Support)Lead the Patient Support Team, responsible for onboarding patients and supportingthem throughout their time on Doccla’s monitoring programmes.Ensure onboarding processes are smooth, timely, and easy for patients to complete.Maintain high standards of patient support across all interactions.Ensure post-onboarding workflows support both patients and clinicians effectively.Operational Excellence & Workflow OptimisationDesign, implement, and optimise workflows across patient enrolment, onboarding,and ongoing patient support.Ensure operational processes are documented, scalable, and aligned with servicegrowth.Manage service performance against SLAs, KPIs, and quality metrics.Optimise CRM and operational systems to support efficient patient services workflows.User Experience & Continuous ImprovementAct as the voice of patients and users within the organisation.Analyse operational data, patient feedback, and service metrics to identify opportunitiesfor improvement.Partner with Product and Technology teams to improve systems, automation, and patientjourneys.Incident, Risk & Quality ManagementOversee incident management and complaint resolution processes.Ensure operational processes support clinical safety and regulatory compliance.Identify risks within patient services workflows and implement preventativeimprovements.Team Leadership & DevelopmentLead, coach, and develop team leads and agents across the Patient Services function.Foster a culture of accountability, collaboration, and operational excellence.Support performance management, training, and career development.💡 What We’re Looking ForLeadership: Proven ability to lead and scale service teams in a fast-paced environment.Patient-Centric Approach: Deep commitment to delivering exceptional patientexperiences.Operational Excellence: Strong process design and workflow optimisation capabilities.Technical Proficiency: Experience with CRM platforms (e.g., Zendesk) and operationaltools.Analytical Skills: Ability to analyse data, performance metrics, and service trends todrive improvement.Communication: Strong stakeholder management and communication skills.Experience & QualificationsMinimum 8 years of experience managing customer service or patient operationsteams.Experience in digital healthcare, healthtech, or high-growth startup environmentspreferred.Demonstrated experience scaling operational processes and teams.Familiarity with tools such as Zendesk, Slack, Google Sheets, Deputy, or similaroperational systems.Goals & ObjectivesEnsure 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 operationalinnovation.Tools & Platforms You’ll UseCRM: Zendesk for workflow management and automationCommunication: Slack for internal coordinationData Management: Google Sheets for reporting and analysisScheduling: Deputy for workforce planningMonitoring: Radar for compliance and operational monitoring🧠 How We WorkWe 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 and an action-oriented approach, along with a willingness to learn and grow through open feedback.We’re a hybrid team, with offices in London, Denmark, Germany. Most of our team is London-based and enjoys in-person time at our WeWork HQ 1–3 days per week, where you’ll find great lunch, barista coffee, and a pet-friendly space. Some of our teams are fully remote, depending on the team and responsibilities. This includes our Engineering, Clinical & Patient Support teams.🎁 What You’ll GetAnnual Leave & Holidays🌴 25 days annual leave + up to 8 UK bank holidays [this varies depending on the role]🔄 Option to buy or sell holidaysRemote Working🏡 Flexible remote options💻 Remote working stipendFinancial Benefits📈 Employee stock options💸 4% pension on full basic pay🛡️ 4x salary life insuranceHealth & Wellness🩺 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 payIn-Office Perks (London HQ)🍝 Free daily lunch🐶 Pet-friendly officeOther Benefits📚 £500 L&D budget per person🚲 Cycle to work schemeVia Smart Health🧑‍⚕️ 24/7 GP appointments🧠 Mental health support🥗 Nutrition & fitness advice🧪 Second opinions & health checks🏆 In Return for Your Hard WorkA competitive compensation package (base + stock options), with half-year and annual performance reviewsThe chance to work on patient-first, system-level healthcare challenges in one of Europe’s leading healthtech companiesOpportunities for growth and leadership we want you to challenge the status quo, own your impact, and continue developing, with our full support🤝 Diversity at DocclaWe 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 RecruitmentWe are committed to safer recruitment practices. 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.