Clinical Service Manager (Specialist Teams)

The Opportunity

The Clinical Service Manager (Specialist Teams) is responsible for the operational leadership and direct line management of three multidisciplinary specialist teams within the MedExpress clinical service: the Senior Pharmacist Prescriber team managing prescribing escalations, the Side Effects Management Nursing team managing clinical escalations related to medication side effects, and the Audiovisual Prescribing (AVC) team of Doctors.

The role ensures these teams operate safely, efficiently and in line with clinical governance and service standards while managing some of the most complex and high-risk areas of patient care. A key focus of the position is maintaining strong operational performance across escalation pathways, ensuring that cases are reviewed and resolved in a timely manner and that the service remains responsive, safe and patient centred.

Through effective operational management, the Clinical Service Manager oversees workload distribution, escalation processes and service level agreement adherence, ensuring that specialist teams are working efficiently and that complex cases are managed consistently. The role also identifies opportunities to streamline workflows, reduce unnecessary escalation drivers and improve the efficiency of clinical pathways while maintaining robust governance and safety standards.

The Clinical Service Manager directly line manages the Senior Pharmacist Prescribers, the Side Effects Management Team Lead and the AVC clinical team, providing leadership, performance management and operational support to ensure strong team productivity, consistent clinical decision making and high quality patient care. The AVC team, comprised of General Practice Doctors, delivers audiovisual consultations and prescribing for GLP-1 medications for patients eligible under the lower BMI treatment pathway. Working closely with the GP Leads to ensure clinical guidance is provided, ensuring that learning from complex cases, incidents and operational trends is embedded into clinical practice and service design.

Success in the role is measured through the safe and efficient resolution of escalations, strong team performance, adherence to escalation service level agreements, improvements in operational efficiency and the continuous optimisation of escalation pathways and processes.

This is a full-time, permanent position with a hybrid working arrangement, splitting time between our Central London office and working from home (usual balance of 2 days per week in the office).

What you'll be doing

Escalation Service Leadership

• Oversee all prescribing and side-effect escalation processes across MedExpress, ensuring safe and timely clinical decision making.
• Maintain clear operational ownership of escalation pathways, ensuring escalations are resolved efficiently and safely.
• Ensure consistent handling of complex clinical cases, incidents and high-risk patients, collaborating with the medical team when required.
• Identify recurring escalation drivers and lead service improvements to reduce avoidable escalation volume

Team Leadership & Coaching

• Line manage Senior Pharmacist Prescribers, AVC Doctors and the Side Effects Management Team Lead, supporting them to lead their respective teams effectively.
• Performance management Senior Prescribers, AVS Doctors and the Side Effects Management Team Lead to ensure operational efficiency is achieved throughout the team. Acting quickly and effectively if performance metrics are below target for team and individuals.
• Collaborate closely with the GP Lead team into further enhance Operations/medical partnership.
• Support development of escalation management capability across both teams.
• Ensure Side Effect Nurses team lead maintains strong coaching, performance management and training structures.

Continuous Improvement & Service Development

• Lead improvement initiatives targeting escalation quality, efficiency and patient experience.
• Standardise escalation pathways and decision frameworks across teams.
• Improve documentation, handover and escalation decision quality.
• Work cross-functionally with Product and Operations when required to improve systems supporting escalation management.

Engagement & Retention

• Foster a positive, supportive and patient centred team culture with strong collaboration.
• Champion recognition initiatives and celebrate individual and team successes.
• Encourage open feedback and create a safe space for team members to share challenges and propose improvements.

What you'll bring to HeliosX

Qualifications:

• Undergraduate degree in a STEM subject

Experience:

• At least eight years of operations experience, preferably managing clinical services in a digital health environment.
• Demonstrated leadership and people management experience, including coaching or mentoring within a digital health setting. Minimum of 3 years managing a team is essential.
• Thorough knowledge and experience of healthcare governance, regulation and quality assurance processes.
• Experience prescribing, ideally in a digital or remote environment is desirable.
• Experience in recruitment, onboarding and performance management.

Core Skills:

• Excellent clinical awareness, patient risk assessment and critical thinking.
• Strong leadership skills, with the ability to inspire, support and develop a team.
• Strong analytical capability to drive decision making. Advanced proficiency in Excel and Google Sheets, including and experience using BI tools (eg Metabase, Looker or equivalent) to analyse performance, identify trends, track key metrics and translate insights into actionable service improvements.
• Exceptional communication and interpersonal skills, both written and verbal.
• Ability to audit or coordinate clinical work, provide constructive feedback and implement improvement plans.
• Good organisational and time management skills, with the ability to prioritise and multitask effectively.
• Confidence working autonomously in a fast paced digital first healthcare environment.
• Commitment to patient safety and continuous service improvement.

Why work with us?

At HeliosX, we want to improve healthcare for everyone, and to do this we need a team of brilliant people who share that ambition. We are currently a diverse team of engineers, scientists, clinical researchers, physicians, pharmacists, marketeers, and customer care specialists committed to our mission - but we need more talented folks to join us, if we want to achieve our global ambitions!

Aside from working with our all-star team, here are the other benefits of coming on board:

• Generous equity allocations with significant upside potential
• 25 Days Holiday (+ all the usual Bank Holidays)
• Private health insurance, along with extra dental and eye care cover
• Pension scheme
• Enhanced parental leave
• Cycle-to-work Scheme
• Electric Car Scheme
• Free Dermatica and MedExpress products every month, as well as family discounts
• Home office allowance
• Access to a Headspace subscription, discounted gym memberships, and a learning and development budget (alongside a free Kindle and audible subscription)