Head of Operations

Scan

Scan

Operations
London, UK
Posted on Monday, May 22, 2023
We’re Scan.com, the digital health startup giving patients and their clinicians simpler, faster access to diagnostic imaging. At the heart of Scan.com lies a different way of doing things: removing waiting lists, empowering patients, and easing clinician workloads. It’s our mission to make medical scans accessible to all, and we’ve already helped over 20,000 patients in the UK alone.

We’re pioneering a new approach to diagnostic imaging, and are looking for someone resourceful, proactive, and naturally entrepreneurial to drive our B2B growth. You’ll be joining us at an exciting time - we’ve recently launched our B2B product, expanded our brand to the USA market, raised funding from some of the world’s leading healthcare investors, and quadrupled our global team. We are looking for a Head of Operations to help us achieve our mission.

What you will be getting involved in:

An excellent opportunity has arisen for a Head of Operations to join our growing team at scan.com. You will work closely with the UK Managing Director and COO to ensure seamless delivery of Scan.com’s service.

You will be responsible for operations design, maintenance, and improvements across both our UK B2C & B2B operations, leading an operations team of 7. You will be the key link between departments, ensuring the smooth roll-out of new products and services. As a fundamental part of your role, you will seek to deliver operational leverage, ensuring Scan.com operates at the highest level of efficiency, and improving key patient & provider success metrics. You will also take the lead in strategising and developing long-term plans that usher in new levels of productivity and success for the company.

Day to day:
  • Leading ISO 27001 and CQC management and recertification efforts
  • Drive reporting standards, including optimising dashboards & data pushes
  • Plan, monitor, and analyse key metrics for day-to-day operations to ensure efficient and timely completion of tasks
  • Design and implementation of new operational processes with a focus on operational leverage and process efficiency
  • Handling all onboarding for all marketplace participants; imaging providers, clinicians, referring parties & patients
  • Design, structure, and direct management of both B2C & B2B operations teams (combined team of 7)
  • Responsible for the design and implementation of new customer service SLA processes
  • Responsible for SLA compliance and improvements
  • Responsible for monitoring and reporting on SLA and turn around times with key imaging centres working closely with the head of Head of Provider Management
  • Scoping & implementing the use of new technologies to ensure Scan.com is at the forefront of operational processes and service delivery
  • Working cross-functionally to ensure seamless delivery of Scan.com’s services
  • Working closely with the Head of Provider Management to ensure Scan.com is delivering on key imaging center SLAs and network performance
  • Working closely with Scan.com’s Business Intelligence team to ensure the quality and integrity of Scan.com’s internal datasets
  • Managing clinician onboarding and clinician performance

What you might bring to the role:
  • You may be an experienced Digital Health Operations Lead or Senior Operations Manager who has the ambition to lead their team
  • Experience in scaling operations team(s), ideally within Digital Health
  • Proven ability to plan and manage operational processes for maximum efficiency and productivity
  • An analytical mindset, comfortable manipulating and analysing numbers
  • A growth mindset, and a constant commitment to improvement and learning
  • A bias toward action
  • Comfortable in changing and dynamic environments and a superior ability to execute to a high level of several projects simultaneously
  • A high level of emotional intelligence to navigate the complexities of multiple marketplace participants as well as the pressures of leading a scaling team

Within your first year, we would like you to have achieved:
  • A significant improvement in Scan.com’s operational efficiency
  • Recertification of ISO27001 & CQC Compliance
  • A comprehensive onboarding process for all marketplace participants
  • A data-first & data-driven operations culture
  • A team structure built for scale across multiple referral lines

How we will interview you:

We try to keep our interview process short and as a small business, we can move through the stages quickly. Due to availability, there may be a change to the order of the interview process, but generally speaking, this is what you can expect:
  • Introductory call/interview with Clare, our People Lead. The call is usually via telephone and will last around 30 minutes.
  • Should it feel like there is an initial fit for all, we will invite you to a video call with the hiring manager for around 45 minutes. This is a more structured interview and will deep dive into the role and technical needs.
  • All of our roles will have a small assessment stage. This might be in person, a take-home assessment, or further video calls. Length varies, however, we are mindful that you will have your work to do and therefore try to keep it as simple as possible.
  • Meet the founders and/or other team members. Again, length varies depending on how many people and whether in person or via video call.
  • Offer!

Benefits:

We divide this into the basics you should expect, and the added benefits.

The basics:
  • Salary range of £65k - £80k
  • Statutory pension
  • All the equipment needed for you to do your role effectively
  • Flexible working
  • Remote or hybrid options
  • Personal Development budgets
  • Support with entry into London COO & Operations events and networks

The benefits
  • Unlimited annual leave
  • Equity package

Coming soon:

Following a review with our existing team, we are currently redrafting our benefits package to cover the things you need/want. Co-creation is at the heart of many of our People processes and we can’t wait to unveil our new and improved benefits.

Diversity at Scan.comScan.com is committed to eliminating discrimination and encouraging diversity within our team. We strive to provide equality and fairness for all job applicants and employees and never discriminate based on gender, marital status, age, race, ethnicity, religion, or physical differences. We are opposed to all forms of unlawful treatment and discrimination. Our ambition is for our team and its Board to be representative of the diversity in society, and for every employee to feel respected and able to bring their best selves to work.

We look forward to receiving your application!