Operations Excellence Manager (UK)

Adhdsimple; Greater London; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

Adhdsimple is building a UK ADHD service in London and seeks an operational leader to make the patient journey straightforward and ensure clinicians and the operations team have the processes and tools they need.

You will own improvements, coordinate ICB opportunities and contracts, and manage doctor onboarding. In the first months you will personally carry PCC duties, supporting patients and coordinating appointments while helping establish scalable processes as the service grows.

Responsibilities

• Understand and improve the patient journey from initial enquiry through assessment, treatment and ongoing care.
• Identify where patients become stuck, confused or experience delays, and take practical steps to resolve the causes.
• Maintain clear standards for patient and clinician communication, response times and follow-up.
• Take ownership of operational issues and escalations, keeping the right people informed until they are resolved.
• Use patient and clinician feedback to prioritise improvements and check whether changes have worked.

Job description

Help build and run an excellent UK ADHD service. Lead operational improvements, coordinate ICB contracts and doctor onboarding, and provide hands-on patient care coordination during the first few months. London office-based, reporting directly to Cameron Houston.

The Opportunity

Help build and run an excellent UK ADHD service, making the patient journey straightforward and ensuring our doctors and operational team have the processes, tools and support they need.

You will take ownership of operational improvements, coordinate work on Integrated Care Board (ICB) opportunities and contracts, and manage the practical onboarding of doctors. You will work directly with the founder, clinical leaders and product team to identify problems, develop solutions and make sure improvements work in practice.

For the first few months, you will also personally carry out Patient Care Coordinator (PCC) duties. This includes supporting patients, coordinating appointments and resolving administrative issues while helping build the processes and team needed as the UK service grows.

Job Details

• Location: London office-based
• Reports to: Cameron Houston, Founder and CEO
• Start time: in the office and ready to work at 8:00 am London time
• Salary, employment type, weekly hours and finishing time: to be agreed

Patient Experience and Service Operations

• Understand and improve the patient journey from initial enquiry through assessment, treatment and ongoing care.
• Identify where patients become stuck, confused or experience delays, and take practical steps to resolve the causes.
• Maintain clear standards for patient and clinician communication, response times and follow-up.
• Take ownership of operational issues and escalations, keeping the right people informed until they are resolved.
• Use patient and clinician feedback to prioritise improvements and check whether changes have worked.

ICB Relationships and Contracts

• Coordinate operational work relating to ICB opportunities, applications, submissions and contracts.
• Build effective working relationships with commissioning and contract-management contacts, alongside the founder and relevant clinical leaders.
• Track opportunities, requirements, deadlines, responsibilities and outstanding actions.
• Coordinate the information and supporting evidence needed for submissions and contract discussions.
• Help prepare the service for new arrangements, including patient pathways, staffing, systems, reporting and implementation plans.
• Track agreed service requirements, reporting deadlines and performance measures once contracts are in place.
• Identify delivery risks early and coordinate corrective actions with the relevant teams.
• Bring commercial decisions, pricing and contractual commitments to the founder and other authorised decision-makers for approval.

Doctor Onboarding

• Coordinate the onboarding of doctors from recruitment or engagement handover through to readiness to start work.
• Maintain clear checklists covering documentation, required checks, approvals, training and operational setup.
• Collect and follow up credentialing information, routing it to the appropriate clinical or compliance reviewers.
• Coordinate system access, induction, appointment availability and introductions to the relevant team members.
• Ensure doctors understand our patient pathways, operational processes, communication expectations and escalation routes.
• Track outstanding items and resolve practical blockers so onboarding progresses smoothly.
• Support doctors during their initial weeks and use their feedback to improve the process.

Hands-on Patient Care Coordination - First Few Months

During the first few months, personally provide PCC support alongside the role's operational responsibilities:

• Respond to patient enquiries and explain administrative steps clearly and empathetically.
• Coordinate bookings, appointment changes, reminders and follow-up.
• Help patients complete onboarding and provide outstanding administrative information.
• Liaise with doctors and colleagues to resolve scheduling and service issues.
• Maintain accurate contact records, task ownership and handover notes.
• Resolve routine administrative problems and follow approved routes for complaints, clinical questions and safety concerns.
• Use first-hand experience of patient issues to improve processes and reduce avoidable work.

As dedicated PCC capacity is established, help train and hand over routine coordination work. The balance of PCC coverage and operational responsibilities will be agreed with the founder and reviewed as the service develops.

Process Improvement and Documentation

• Develop and maintain clear, practical standard operating procedures for the UK service.
• Keep processes, guidance and templates current, with clear ownership and version control.
• Investigate recurring problems and address their underlying causes.
• Equip PCCs and other colleagues with the tools, guidance and training needed to resolve issues consistently.
• Work with clinical and compliance leaders to reflect approved requirements in operational processes.
• Communicate changes clearly and check that staff can apply them in practice.

Product and Technology Improvements

• Turn operational problems into clear briefs for the product and engineering team.
• Explain the problem, its impact, the desired outcome and how success will be checked.
• Test improvements with the people using them, confirm they solve the problem and coordinate rollout.
• Reduce repeated manual work and unnecessary handovers through better systems and processes.
• Keep documentation and staff guidance aligned with product changes.

Performance and Reporting

• Monitor patient experience, response times, time to resolution, recurring contacts and operational backlogs.
• Track doctor onboarding progress and readiness.
• Maintain visibility of ICB-related milestones, reporting requirements and delivery risks.
• Give the founder clear updates on progress, problems, priorities and decisions required.
• Use evidence to recommend staffing, process and technology improvements.

Scope and Decision-making

This is an operational role. Clinical decisions, clinical competence assessments and approval of clinical pathways remain with the appropriate clinical leaders. The role coordinates the required checks and approvals and escalates concerns promptly. Contract signing and commercial commitments require the appropriate authority.

What We’re Looking For

Essential

• Experience managing or improving healthcare service operations, patient services or a closely related regulated service.
• A practical track record of turning operational problems into clear, repeatable solutions.
• Strong organisation and follow‑through, including managing several priorities and keeping deadlines visible.
• Excellent communication with patients, doctors, colleagues and external stakeholders.
• Confidence handling patient enquiries and working directly in day‑to‑day service delivery.
• Ability to write clear processes, maintain accurate records and train others.
• Confidence using operational data to identify problems and measure improvement.
• Comfort working closely with a founder in a growing organisation where priorities can change.
• Willingness to work from our London office and be ready to start at 8:00 am.

Strongly Preferred - ICB Experience

• Direct experience working with an ICB, NHS commissioning team or a provider delivering NHS contracts.
• Practical involvement in contract applications, mobilisation, reporting, monitoring or commissioner relationships.

Desirable

• Experience coordinating doctor onboarding or healthcare workforce credentialing processes.
• Experience in ADHD, mental health, telehealth or specialist outpatient services.
• Experience translating operational needs into requirements for a product or technology team.

How Success Will Be Measured

Specific targets will be agreed with the founder. Success will include:

• Patients receiving clear, timely support with fewer avoidable delays and repeat contacts.
• Doctors completing onboarding efficiently, with required approvals and operational setup in place.
• ICB opportunities and contract requirements progressing with clear ownership and timely follow‑through.
• Reliable, well‑documented processes that colleagues understand and use.
• Recurring operational problems being resolved rather than repeatedly worked around.
• A planned handover of routine PCC work as the service's staffing capacity grows.

Working Relationships

You will work closely with the founder, UK clinical leaders, doctors, Patient Care Coordinators, product and engineering, recruitment and compliance colleagues, and relevant ICB and service‑provider contacts.