3 месяца назад
Patient Operations Lead (Medtech)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Patient Operations Lead (Medtech): Owning the performance and efficiency of the patient support experience in the UK market with an accent on medical support, clinical escalations, and operational scaling. Focus on automating support workflows, leveraging patient data for product improvements, and maintaining high quality standards in a regulated healthcare environment.
Location: London
Company
is a health-tech company focused on building long-term care for chronic conditions, specifically weight management through its brand Juniper, and is now part of Hims & Hers.
What you will do
- Own end-to-end UK patient support performance, including response times, resolution, and satisfaction across all channels.
- Lead medical support operations, managing side-effect reporting and clinical escalations in partnership with the clinical team.
- Balance global standardization with local UK market nuances to tailor tone, channels, and policies.
- Translate patient feedback and support data into actionable insights for product, process, and clinical improvements.
- Scale the operation through the implementation of automation and self-serve tools to reduce cost-to-serve.
- Manage capacity planning and maintain a high bar for quality and delivery across support teams.
Requirements
- Proven experience as a support or customer-experience operator with a track record of improving functional performance metrics.
- Experience working in regulated, high-growth, or healthcare/telehealth environments, preferably with a patient-safety focus.
- Strong analytical ability to extract stories from data and turn the patient voice into operational decisions.
- Proficiency in support metrics, capacity planning, and support tooling with a bias toward continuous improvement.
- Commercial mindset focusing on retention and cost-to-serve.
- Ability to act as an accountable owner and maintain high-quality operations under pressure.
Nice to have
- Experience partnering with global support partners.
- Track record of utilizing AI or automation to transform support operations.
- Exposure to continuous-improvement methodologies such as Lean, Six Sigma, or Kaizen.
Culture & Benefits
- Commitment to diversity, inclusion, and equal-opportunity employment.
- Strong culture of work-life balance supported by flexible working hours.
- Competitive remuneration package including government contributions.
- Regular team bonding through office parties and dinners.
- Custom brand merchandise designed by the in-house creative team.
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