Head of Patient Services

Were Doccla and were 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.

Were backed by top European investors having secured 35m in Series B funding led by Lakestar with participation from Elaia General Catalyst Speedinvest and Bertelsmann.

This is your chance to join Doccla at a key stage in our growth.

Were building the category leader in Virtual Care and Remote Patient Monitoring. Youll be part of a highly entrepreneurial mission-driven team that combines expertise across clinical technical commercial and operational domains.

Were solving real problems for patients and health systems and growing fast.

You will lead and scale Docclas 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 areas:

Patient Enrolment responsible for identifying recruiting engaging and enrolling eligible patients onto Docclas 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.

Provide strategic leadership across the Patient Enrolment and Patient Support teams.

Ensure both teams operate effectively together to deliver a seamless patient journey

from 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 Patient

Services function.

Own the success and performance of the Patient Enrolment Team responsible for

recruiting and engaging patients for Docclas proactive care pathways.

Define and continuously improve ways of working for patient recruitment and

enrolment.

Ensure enrolment processes are efficient scalable and aligned with clinical

requirements.

Identify opportunities to optimise patient engagement conversion and enrolment rates.

Work closely with clinical and operational teams to ensure patient eligibility and

enrolment processes are clear and effective.

Lead the Patient Support Team responsible for onboarding patients and supporting

them throughout their time on Docclas 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.

Design implement and optimise workflows across patient enrolment onboarding

and ongoing patient support.

Ensure operational processes are documented scalable and aligned with service

growth.

Manage service performance against SLAs KPIs and quality metrics.

Optimise CRM and operational systems to support efficient patient services workflows.

Act as the voice of patients and users within the organisation.

Analyse operational data patient feedback and service metrics to identify opportunities

for improvement.

Partner with Product and Technology teams to improve systems automation and patient

journeys.

Oversee incident management and complaint resolution processes.

Ensure operational processes support clinical safety and regulatory compliance.

Identify risks within patient services workflows and implement preventative

improvements.

Lead 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.

Leadership: Proven ability to lead and scale service teams in a fast-paced environment.

Patient-Centric Approach: Deep commitment to delivering exceptional patient

experiences.

Operational Excellence: Strong process design and workflow optimisation capabilities.

Technical Proficiency: Experience with CRM platforms (e.g. Zendesk) and operational

tools.

Analytical Skills: Ability to analyse data performance metrics and service trends to

drive improvement.

Communication: Strong stakeholder management and communication skills.

Minimum 8 years of experience managing customer service or patient operations

teams.

Experience in digital healthcare healthtech or high-growth startup environments

preferred.

Demonstrated experience scaling operational processes and teams.

Familiarity with tools such as Zendesk Slack Google Sheets Deputy or similar

operational systems.

Goals & Objectives

Ensure 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 operational

innovation.

CRM: Zendesk for workflow management and automation

Communication: Slack for internal coordination

Data Management: Google Sheets for reporting and analysis

Scheduling: Deputy for workforce planning

Monitoring: Radar for compliance and operational monitoring

We empower everyone at Doccla to take ownership of their work and the companys mission. We act ethically and always put patient safety and outcomes first.

To thrive here youll need a can-do attitude and an action-oriented approach along with a willingness to learn and grow through open feedback.

Were 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 13 days per week where youll 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.

Annual Leave & Holidays
25 days annual leave up to 8 UK bank holidays this varies depending on the role
Option to buy or sell holidays

Remote Working
Flexible remote options
Remote working stipend

Financial Benefits
Employee stock options
4% pension on full basic pay
4x salary life insurance

Health & 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 pay

In-Office Perks (London HQ)
Free daily lunch
Pet-friendly office

Other Benefits
500 L&D budget per person
Cycle to work scheme

Via Smart Health:
24/7 GP appointments
Mental health support
Nutrition & fitness advice
Second opinions & health checks

• A competitive compensation package (base stock options) with half-year and annual performance reviews

• The chance to work on patient-first system-level healthcare challenges in one of Europes leading healthtech companies

• Opportunities for growth and leadership we want you to challenge the status quo own your impact and continue developing with our full support

We embrace diversity. To build a great product we need a team with a wide range of perspectives backgrounds and experiences.

Were committed to equal opportunity hiring regardless of race religion gender identity sexual orientation age disability or background. If youre excited about the role we encourage you to apply even if your experience doesnt match every point.

We 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.