Head of Secondary Care Operations

Hybrid role, 2-3 days in the office and some US travel as needed.

Pioneers of Connecting Scheduling™, Lantum’s mission is to unite the world’s healthcare organisations with their workforce so that they can deliver better healthcare together. We are putting clinicians at the centre of scheduling for the first time, dramatically improving their quality of life as well as patient care. With over 37,000 clinicians and over 3,000 healthcare organisations, Lantum is the most prominent challenger in workforce management for the NHS. We have just raised a further $15m to scale dramatically and expand into the US market.

We are looking for an experienced Manager to work closely with the CEO and collaborate cross functionally with senior management to take overall responsibility to deliver our Secondary Care Operations in the UK and US.

Role and responsibilities:

• Overall project management of Lantum’s Secondary Care business unit, coordinating with all functions across the business to ensure company goals are met and exceptional user experience is consistently delivered across all clients.
• Own all post-sales operations for secondary care clients, re-design client and clinician onboarding processes, working closely with Marketing and Product teams to deliver innovative approaches and speed up time-to-value
• Collaborate with Product, Sales, and Marketing to support the development of our secondary care market entry strategy including the launch and successful adoption of new features
• Line management of UK and US clinician and rota activation, and engagement teams
• Craft and continually improve playbooks to ensure clients have a consistent experience. Continually experiment and use evidence based approaches to improve, and share best practices across US and UK teams where appropriate
• Manage and build communities of clinicians and rota managers who can provide feedback and advice on our GTM and new products
• Deliver effective client steering meetings, preparing high quality materials in advance and leading meetings to update on progress, collect feedback and report on progress
• Monitor usage of key features and work with the product and product marketing teams to improve uptake and / or understand key blockers
• Monitor key user experience KPIs and report to senior management on progress, identifying opportunities and escalating issues early with mitigations against key risks
• Ensure high user adoption across all live sites, ensure strong shift fulfilment rates, directing your team to deliver hands-on support where necessary
• Be willing to travel to the US on a semi-regular basis and coordinate across time zones to ensure consistent management and connection between US and UK teams

KPIs:

• Speed of onboarding (% rotas live in 1 week of signed, % clinicians onboarded within 1 week of rota set up)
• Client engagement (weekly / monthly active users)
• Clinician engagement (weekly / monthly active users)
• Shift fulfilment rate, average time to fill
• New product feature adoption
• User satisfaction (NPS and CSAT)

Requirements

Background / skills:

• You have worked in a top tier management consulting and / or had experience consulting NHS clients
• Previous experience in startup or scaleup technology businesses a plus
• Strong communicator, understands how to work with senior C level clients
• Driven and ambitious with a growth mindset and continually striving to improve
• A natural leader who can navigate and motivate teams towards exceptional results, even where interests may conflict
• Thrives under high pressured environments
• Excellent problem solver, can break down problems into its constituent parts, prioritise issues and make sound decisions based on a data
• Strong people manager who knows what it takes to create high performance in teams
• Resourceful with strong influencing skills, able to coordinate across teams who are not directly managed by you to deliver client projects on time to a high standard

Benefits

Not only do we offer a competitive salary but here at Lantum we are committed to our employees professional and personal development.

Our benefits package consists of:

• Health shield cash plan
• Pension (up to 4% matching)
• 25 days holiday plus an extra day off for your birthday
• £200 stipend towards home office equipment to support hybrid working
• Access to Spill, a mental health support app

Our Values

We want every employee to live the core values of the business:

• More than me - Our goals are too big to achieve on our own, it takes diverse skills and various people to achieve greatness.
• Care a lot - Doing the right thing is not optional (even when no one is watching). We care a lot about each other, our users, the NHS. We hold each other to the highest standards and earn our reputation every day.
• See it thru - An endless pursuit of excellence. We take pride in planning and execution of all types of work - we are not deterred by bumps in the road or adversity, we relish the challenge and we keep going.
• Think around corners - We stay ahead of the curve at all times, All of us share a responsibility to challenge the status quo, think out of the box, think creatively, turn problems on their head and turn weaknesses into strengths, it takes deep thought and analytical firepower.
• Bounce back & learn - Having a positive mental attitude, resilience, determination to learn and improve. It is better to try and learn than not try at all and being open to changing from what you learned is what makes us successful.

Diversity Promise

We believe that a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion etc. All you need is a passion and a desire to be part of our mission.