Clinical Onboarding Lead

This is the point of contact who communicates confidently and accurately with GP partners about the clinical flows our software automates, as their practice moves through onboarding. We're onboarding practices on a 10-day cycle, working toward 10 practices live per week. Practices have no end users on our platform day to day, so contact is light but high-stakes: one structured onboarding call per practice, then working the inbound queue of questions from practices actively onboarding, always about clinical decision logic, i.e. why the automation makes the calls it makes.

You'll also review Technical Delivery's configuration work against an onboarding checklist, flagging issues rather than resolving them, and coordinate a cross-functional onboarding team spanning Sales, Customer Success, Technical Resources, Data Analysts, and Product, tracking progress and chasing blockers without formal authority over any of them. Around 20% of your time is spent working the support queue directly, covering both onboarding and general post-live queries, to stay close to what practices are actually asking.

We expect this to be someone's first step from clinical practice into a digital health career. What matters most is that you can communicate confidently and accurately with GP partners about the clinical flows our software automates.

What you will do

• Serve as the point of contact for GP partners throughout onboarding, running one structured 1-hour call per practice to confidently and accurately cover platform capabilities and the clinical flows our software automates
• Answer ongoing questions from GP partners about clinical decision logic as they arise during configuration, via our support tool (Pylon)
• Spend around 20% of your time actively working the Pylon support queue, across both onboarding and general post-live queries, to stay close to practice concerns
• Own and curate the GP Automate knowledge base, creating and maintaining articles on clinical decision logic and platform capability
• Coordinate the onboarding team across Sales, Customer Success, Technical Resources, Data Analysts, and Product, tracking each practice toward a 10-day go-live
• Maintain the onboarding tracker in Notion as the single source of truth for status across your concurrent caseload
• Review Technical Delivery's configuration work against an onboarding checklist, flagging issues for resolution rather than resolving them directly
• Escalate blockers you can't clear directly to the Head of Operations, particularly where they sit with a function outside Operations
• Feed structured insight from GP partner conversations back to Product and Technical Delivery
• Work within NHS information governance and clinical safety requirements throughout onboarding

What success looks like in the first 90 days

• Comfortable with the onboarding process and technical delivery review, working with minimal support
• Managing your own caseload of concurrent onboarding practices, with clear visibility of status and blockers
• Running the onboarding call independently, confidently and accurately answering GP partner questions about the clinical flows our software automates
• Actively working the Pylon queue across both onboarding and general support, with a growing sense of the most common practice concerns
• First set of knowledge base articles published, covering the most frequent clinical decision-logic questions
• Working relationships established with each of the 5 coordinating functions, with a clear sense of who to go to for what

Essential

• Clinical background in primary care, able to communicate confidently and accurately with GP partners about the clinical flows our software automates
• A genuine, deliberate interest in moving into a digital health career
• Strong written and verbal communication across clinical and non-clinical audiences
• Organised and reliable managing a high-volume, concurrent caseload, comfortable coordinating multiple stakeholders without formal authority over them

Desirable

• Previous exposure to primary care clinical systems (EMIS Web and/or SystmOne)
• NHS information governance or clinical safety awareness (DCB0129/0160)
• Interest in process improvement or automation within a clinical setting
• Comfortable with data and dashboards to manage a caseload
• Experience writing or maintaining internal or external knowledge base content
• Project management education or experience

• Competitive salary
• Private healthcare (you and your family)
• Hybrid working - 3 days/week (Monday plus 2 others) at our Chancery Lane office, with reasonable flexibility
• A genuine, supported route from clinical practice into a health-tech career
• Exposure to a cross-functional team of engineers and product leaders
• Direct, ongoing contact with GP partners, explaining how our platform's clinical automation works
• Work that has a measurable impact on GP capacity