neko-health - Clinic Lead
Requirements
• At least 6 months scanning experience with people leadership or operational management experience OR 3 months as a Deputy Lead with Neko. • At least 1 year post-CCT. • Previous involvement in leadership activities within Neko (e.g. pathway/SOP development, audit/quality improvement, supporting recruitment) and/or evidence of clinical leadership experience outside of Neko. • Approval from your current Clinic Lead to apply, contingent on having no concerns regarding scanning KPIs or clinical performance. • You’ve had a direct, tangible impact on how a colleague practises — not just on how they feel about work. • You’ve held a difficult clinical or performance conversation and made it constructive rather than defensive. • You read feedback data (NPS, CSAT, complaints) as clinical information — not as HR noise. • You’ve found reactive medicine frustrating for long enough that ‘preventive healthcare’ doesn’t feel like a pitch to you — it feels like a relief. • You’ve been the person a team looked to during a difficult period, and you can describe specifically what you did.
Responsibilities
• Hold full leadership accountability for the clinic: team performance, clinical governance, member experience, and operational delivery. • Directly manage the Lead Operator and all clinic doctors through structured 1:1s, performance conversations, and succession-focused development. • Act as the primary escalation point for all in-clinic issues — clinical, operational, facility, and team-related. • Own clinic KPIs including NPS, CSAT, rebooking rate, and utilisation; drive structured improvement cycles. • Partner with Talent Acquisition to lead hiring across all clinic roles, from operators to doctors. • Serve as the primary bridge between the clinic and HQ, translating strategic priorities into day-to-day excellence. • Remain clinically active on the floor, role-modelling the standard of care and member experience expected across the team. • WHAT WE'RE HIRING FOR: • You believe catching things early changes lives — and you’ve practised that way for long enough that it’s not a value you state, it’s a standard you hold. In this role, that conviction becomes the culture of the clinic. You hire for it. You coach for it. You notice when it’s missing and you address it. The best Clinic Lead doesn’t just embody the mission — they make it impossible for their team not to. • You take the member experience personally — across every touchpoint, not just the ones you’re directly involved in. You notice when an operator’s warmth is slipping. You read NPS comments the way a clinician reads results: looking for patterns, following up, driving improvement. You understand that clinical excellence and member experience are not in tension — they’re the same thing. • You make the people around you better — and in this role, ‘the people around you’ includes doctors, operators, and HQ stakeholders. You hold the space between clinical rigour and operational pragmatism. You build trust across functions. You give feedback that lands. You develop people, not just manage them. The team you leave behind is better than the one you inherited.
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