About this role

As the first digital hospital, we are rebuilding the healthcare experience from scratch. This is what allows us to provide patients with an outstanding level of care that we would love to experience ourselves.

Backed by renowned international investors, we are helping an ever-growing number of patients receive the highest quality of medical procedures the UK has to offer. To help us maintain this level of care, we are looking for a Head of Patient Pathways. This is a fixed term role of one year for maternity cover, however there is definite scope for growth and continuation.

As a Head of Patient Pathways, you will be a crucial part of fulfilling our mission to raise the standard of healthcare care and make it accessible to all. More precisely, you and your department are responsible for delivering the best possible patient experience every day, as well as developing new initiatives for further growth.

What you will do

• Lead the Patient Pathways department, consisting of a Team Lead, Supervisors, Patient Care Advisers and Operations Managers
• As a member of the management team, you own our day-to-day operations and are involved in defining our strategy and goals for your department
• Develop, motivate and empower your team through clear goals, structured development plans and regular feedback to ensure target achievement in line with Medbelle’s strategic objectives
• Support your team hands-on when required and guide them through complex cases
• Monitor, analyse and diagnose team and company performance as well as patient experience based on quantitative and qualitative data
• Ensure pathway operations comply with internal policies and industry standards
• Plan new operational initiatives to improve performance from start to finish involving stakeholders from different departments as well as externals
• Own and coordinate the recruitment plan and team budgets
• Apply change, risk and resource management principles when needed

Who you are

• English speaker 
• 5+ years prior experience as Head of Operations/ Team Lead Operations  or another operational managerial role - you are confident to be the leading figure for a 10+ person team
• Prior full ownership of a department, project or product
• Working knowledge of operations management & sales team management and ability to be hands on whenever is needed
• Excellent knowledge of performance evaluation techniques and key metrics.
• Experience with growing (recruiting and training) teams 
• Excellent communication: structured, professional, open, friendly and approachable
• Energetic, enthusiastic, and positive: possesses an ability to maintain team morale and motivation 
• You thrive in a fast-paced environment and have impeccable time management, organisational skills and a strong ability to think on your feet and pivot when needed. 
• Service- and result-driven work ethic and the dedication to understand current workflows in detail to support the team in a hands-on manner
• Highly proactive, action-driven with a strong business acumen & pragmatism
• An analytical mindset with great problem-solving abilities, able to make use of data visualisation tools (e.g. Tableau/Looker/Metabase/PowerBI/…) and effectively collaborate with a business intelligence team
• Understanding of unit economics, profit & loss statements and hypothesis testing
• Strong working knowledge of CRM processes (Salesforce, HubSpot Sales, Zoho…)

Bonus points

• Healthcare experience
• Tech startup experience
• Professional education in business administration or a related field

What we offer

• Nilo mental health support subscription that allows each team member to have free consultations with therapists and psychologists for mental health signposting, recommendations and diagnosis
• Urban Sports Club membership
• Learning-and-development budget
• Corporate discounts and subscriptions
• Team events and team brunches, lunches and many more things
• A hybrid-remote working set-up that allows for flexibility within the working week
• We also provide an allowance to work fully remotely for three months per year so you can work from anywhere in the world (with a stable internet connection)!

About us

Medbelle is building the world's first digital hospital, enabling better specialist care pathways at lower costs throughout the UK. Their custom-built technology supports their nationwide network of most private UK surgeons and hospitals, which redefines healthcare accessibility and empowers patients and clinicians alike.

• Background: Founded in 2016 and supported by £20M+ of funding from reputable international investors, Medbelle has established itself as a European leader in elective specialist care digitalisation. Having established partnerships with organisations like Bupa, HCML and HealthcareRM and working with some of the UK’s leading surgeons, Medbelle has supported 200k+ patients, enabled multiple thousand surgical procedures and is quickly growing revenues.
• Mission: Make the best medical care accessible to all. In the future, all patients will be treated with the support of digital hospitals: The model enables a better care experience, excellent medical results, and keeps healthcare affordable for patients and insurers. At a large scale, Medbelle can generate cost-savings that can keep better healthcare affordable and accessible even with demographic change.
• Value: UK's best-rated medical provider (NPS 88), quantified quality of care through standardised clinical outcome collection, and significant cost savings for patients and health insurers.
• Model: Medbelle supports both insurers and non-insured patients in getting the best care at lower costs and with minimal admin efforts. As a tech-enabled care provider, Medbelle provides procedures, consultations and diagnostics to individual non-insured patients and insurance companies.
• Team: Leander (CEO; WHU, background in tech & consulting, parents are doctors), Dan (CMO; ex-orthopaedic surgeon and ex-medical director at Bupa, HBS-trained), Sid (CFO; 7x PE in London at Nomura/Perella/Goldman), Luis (CTO; 20y in software dev). 48 people (39 in Berlin, 9 in the UK; plan to recruit increasingly in the UK; remote-first but with a Berlin office and regular in-person meetings in the UK)
  
  OUR CULTURE
  
  50+ Medbellians
  25+ Nationalities
  17 Languages
  
  
  Alone you go fast, together you go far: We celebrate strong individual performance - but we believe that it is only the first step towards success. Extraordinary results require that talented individuals collaborate, with strong opinions weakly held and with a shared commitment to do whatever is best to achieve our joint mission.
  
  
  If this role, our mission, and our culture resonate with you then we would love to hear from you.
  We are also open to general applications from extraordinary candidates.
  If you want to learn more about us, here are some links to get you started:
   
  Trustpilot: Best-rated medical provider in the UK - What our patients say - http://bit.ly/medbelle_trustpilot
  Glassdoor: What our team members say - http://bit.ly/medbelle_glassdoor
  
  
  At Medbelle, we strive daily to be as inclusive as possible, not just because it's the right thing to do, but because it makes us stronger.
  We will always celebrate you for, well, being you!
  This means all qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or age.