Clinical Service Manager (Specialist Teams)

Undergraduate degree in a STEM subject

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.

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).