Practice Success & Onboarding Lead

GP Triage is an AI-powered clinical triage platform live across a portfolio of 50+ NHS GP practices. Patients describe their problem in a conversational interface; a certified clinical engine triages them; and appointments book directly into the practice's clinical system. Practice staff - receptionists, practice managers, GPs - live in our dashboard every day. We are a small, fast-moving team, and the relationships we build with our practices are the reason they stay.

This is one of the most interesting and varied roles in health tech. You will work alongside existing Onboarding & Practice Success Leads, owning a portfolio of NHS practices end-to-end - from the day they sign, through designing their bespoke triage system, training their staff, standing next to them on go-live morning, and being their trusted point of contact for as long as they're with us.

No two days are the same. In one week you might:

• Run a design workshop with a practice's GP partners and practice manager, mapping their appointment book, clinical pathways and local services into a bespoke triage configuration - simplifying and optimising as you go.
• Travel to a practice for go-live morning, and spend the day at the front desk with the practice staff and duty doctors as the first real patients come through.
• Investigate a query or report from a practice by pulling the actual logs and slot history, working out precisely what happened step by step, and writing the practice a clear, calm, evidence-backed explanation - often the same day.
• Take a concerned phone call from a GP partner about a triage outcome, and handle it with the credibility and empathy that turns a worried clinician into an advocate.
• Feed what you're hearing on the ground into the product roadmap, then go back to your practices with the new features they asked for.

• Onboarding new practices. Lead the design of each practice's personalised system - pathways, appointment mappings, customisations - and carry them through build, testing, training and go-live. You'll run the workshops, write the specs the development team builds from, and own the timeline.
• Training and go-lives. Teach practice staff (clinicians, managers, and - crucially - reception teams) how to get the most from the system. Be on site for go-lives and key visits.
• Long-term practice success. Own the day-to-day relationship for your portfolio: support queries, change requests, account health, and the early-warning signs that a practice needs more attention. Work with partners, PCNs and federations to make the system a long-term success.
• Investigation and support. When something looks wrong, you find out what actually happened - reading automated-process and API logs, checking the clinical-system side, and reconstructing events - then explain it in plain, reassuring English backed by evidence. We answer fast and we never bluff.
• Product feedback loop. Your practices' needs, frustrations and ideas, distilled and fed into the roadmap - and delivered back to them when they ship.

• NHS primary care fluency. You know how a GP practice actually runs: the appointment book, reception pressures, the roles (partners, practice manager, PCN), and the clinical systems landscape (EMIS Web and/or SystmOne). You can hold a credible conversation with a GP partner and with a receptionist, in their respective languages.
• People skills, at every level. Warm, patient and steady - including with an anxious practice under pressure. You build relationships that survive difficult weeks.
• Excellent written English, fast. The role runs on email and messages. You write clearly, precisely and quickly, and you can shift register - reassuring and personable with a practice, crisp and structured when writing a spec for developers.
• Technical confidence (not programmer-level). You're not scared of automated processes, API logs, or timestamps. You can follow a chain of events through a system, make sense of what you find, and know the difference between evidence and assumption.
• Systems thinking. You can design and reason about medium-complexity workflows and pathways - and your instinct is to simplify and optimise, not add complexity.
• Organised and reliable. You keep commitments, follow up without being chased, track what's outstanding, and never let an account drift because nobody was watching. This matters more to us than brilliance.
• Practicalities: UK-based, able to drive/travel to practices around once or twice a week; otherwise fully remote.

• Clinical background - This role ideally suits a GP, or resident doctor with primary care experience. Our practices particularly value talking to someone with clinical credibility, and both previous holders of this role have been doctors.
• Hands-on knowledge of GP Triage or comparable triage/total-triage tools.
• Practice management, PCN or federation experience.
• Health-tech vendor or NHS supplier-side experience.
• Familiarity with NHS information governance (DSPT, DPIA, clinical safety standards).
• Training or teaching experience.

• A traditional account manager who works from scripts and escalates anything technical.
• Someone who needs a big support structure - there's no call centre behind you; you are the quality of our support.
• Anyone who bluffs. Our culture is evidence first: we show practices exactly what happened, even when the answer is complicated.
  

• Variety that's hard to find anywhere else: clinical pathway design, teaching, detective work, relationship management and product input - in one job.
• Real impact: your practices serve hundreds of thousands of NHS patients; the system you configure and support is how they reach their GP.
• Trust and autonomy: a small team where you own your portfolio properly, with leadership one message away.
• A front-row seat in applied clinical AI, at a company that ships fast.
  

Send a CV and a short covering note telling us: (1) your NHS/primary-care background and what you've seen of online triage from the inside, (2) an example of a time you dug into a system, log or process to work out what actually happened - and how you explained it to a non-technical person.