Clinical Service Delivery Lead

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 new role: Clinical Service Delivery Lead (CSDL) will be responsible for owning a cohort of clinicians and managing clinician scheduling, engagement, performance and operational support. This role combines rota coordination, clinician liaison, and workforce administration to ensure efficient workforce management, compliance, and clinician satisfaction. The ideal candidate will possess strong organisational, communication, and problem-solving skills to navigate a fast-paced healthcare environment whilst managing people.

• Working Pattern: Hybrid, occasional attendance in the London office when required
• On-call: The team operates on a Monday to Friday schedule. To ensure coverage into the evening, one team member is scheduled to work until 8pm each day on a rotating basis on a 'one in five basis's - meaning each team member would cover the late shift once every five working days (typically once per week)
• Salary: £38,000 Per Annum
• Application Deadline: Midday, Friday 8th August

The SDL will deliver the day-to-day management of a cohort of clinicians, ensuring:

• they are the first point of contact for anyone in their cohort;
• they build a relationship with the clinicians in their cohort and support them through any queries or difficulties
• hold regular review of their cohort's performance and conduct data
• conduct initial investigations and meetings with any clinician in their cohort where an issue or concern is raised
• ensure any potential clinical concerns are escalated to the clinical lead team
• ensure all performance related reviews are booked in with themselves or a clinical lead as required
• their clinician cohort rota hours are fulfilled, or any absence reasons are correctly logged and managed and rota hours subsequently covered through other means by coordinating with their team members;
• 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)
• do any other reasonable task to ensure management of the clinician cohort escalating where necessary

Key Responsibilities:

Rota & Workforce Management: (20%)

• Oversee and manage daily and long-term clinician rotas, ensuring adherence to clinical contracts
• Work with the wider Operations team to plan, release, and maintain clinician schedules, including overnight and on-call shifts
• Ensure sufficient clinician coverage by adjusting hours and sourcing & scheduling locum support when necessary
• Balance absence and paid leave in line with company requirements

Manage and maintain workforce management systems: (20%)

• Handle last-minute cancellations and operational issues, escalating as needed to the relevant stakeholder
• Conduct quality checks and reporting for accuracy and efficiency
• Maintain and use relevant systems, such as Quinyx, to a quality level

Clinician performance and line management: (50%)

• Act as the main point of contact for clinicians, managing communication channels and resolving queries
• Support clinician onboarding, offboarding, and contract changes in collaboration with the People Team
• Address clinician concerns, including absence management, performance flags, and support needs. Undertake any initial investigation and take appropriate steps to ensure quality service delivery
• Facilitate engagement activities to enhance retention and satisfaction, such as annual reviews and clinician feedback processes
• Responsible for ensuring clinical and training compliance for the cohort
• Regularly review performance and conduct data for clinical workforce
• Escalate concerns in clinician performance to clinical leads and the SSDL / SDM

Administrative & Financial Tasks: (10%)

• Process clinician payroll, invoices, and reconciliations in coordination with Financ
• Generate reports on clinician attendance, compliance, performance and workforce trends
• Manage system configurations and updates related to workforce management tools
• Support the wider business with clinician-related operational and strategic projects

Requirements

• Highly organised with strong attention to detail
• Excellent communication and relationship-building skills
• Ability to manage multiple priorities and work under pressure
• Experience in workforce management, account management, or recruitment preferred
• Proficiency in workforce planning tools and data analysis
• Strong problem-solving skills and ability to adapt in a fast-paced environment
• A proactive, self-motivated, and target-driven approach
• Previous experience in healthcare workforce management
• Knowledge of compliance requirements within a clinical setting
• Familiarity with workforce management software (e.g., Quinyx, S1)
• Experience in line/team management
• Experience working within a regulated environment, preferably CQC

Benefits

Why you want to work here:

We understand the importance of good health and happiness for our patients and our team is just the same. At our Doctor Care Anywhere, you're not just an employee; you're a valued member of our team. We believe in giving you the freedom to supercharge your career with us while feeling completely supported. Here's what you can look forward to when you join us:

👩 ⚕️ Doctor Care Anywhere subscription: For you and 5 of your family and friends, Get ready to enjoy health consultations on the go!

🏝️ 25 Days Holiday + Bank Holidays (FTE): You've earned it! Enjoy time off to recharge, explore, and make incredible memories.

🎁 Birthday Day Off: Go and celebrate however you like!

🧘 ♂️ Buy' up to 5 days of additional annual leave (FTE) as part of our focus on health and wellbeing

🌳 Company Pension scheme planting a money tree for your future

🌈 Charity Days: Join us in giving back to the community! We're all about making a difference together.

👶 Enhanced Maternity and Paternity Pay: Extra support during this special time.

🚴 Bike2Work Scheme: We love an eco-friendly commute!

🏡 Hybrid Working: An agile and autonomous hybrid work environment

🚀 Development Opportunities: Get ready to grow, learn, and make strides in your career!

Doctor Care Anywhere is committed to safeguarding and promoting the welfare of its patients and expects all Colleagues to share this commitment. This post is subject to satisfactory DBS and reference checks, and is exempt from the Rehabilitation of Offenders Act 1974.