Senior Care Delivery Manager

About Paloma Health

We aim to provide families with high-quality NHS children’s autism and ADHD assessments and care within 4 weeks of GP referral. 

We were founded as we did not think it is right that families are waiting 2-5 years for NHS children’s autism and ADHD assessments, and this crisis has recently been highlighted by the Children’s Commissioner for England: https://www.childrenscommissioner.gov.uk/blog/childrens-commissioner-warns-of-invisible-crisis-as-delays-and-inequalities-laid-bare-among-children-with-neurodevelopmental-conditions/

Our success is driven by our fantastic team, as well as our constant focus on redesigning care pathways, building fantastic software, and innovating in care workforce models.

 

How is Paloma Health different?

• We are clinically-led and Care Quality Commission (CQC) registered, with a friendly and approachable team
• We have built our own software platform to:
• Give our patients a more consumer-like experience of healthcare
• Free our clinicians from admin to focus on patient care
• Our strong culture, including transparency, a sense of community, and supporting staff career development
• The experience of our founders (Dr Mark Jenkins & Darshak Shah), who have previously built tech-enabled NHS obesity and ophthalmology services. Combined, their previous companies have treated over 1 million NHS patients in the last 15 years!
• Being backed by leading healthcare investors (Triple Point Ventures and Heal Capital), allows us to move fast

 

The Opportunity

The Senior Care Delivery Manager will be pivotal in overseeing and optimising how our Delivery Team supports the families referred to our NHS services. This Delivery Team includes Care Coordinators and Autism and ADHD Assessors from broad professional backgrounds, including clinical psychologists, nurses, and speech and language therapists. 

This Senior Manager will have a strong operational mindset, a passion for process improvement, and a commitment to ensuring the highest standards for the families we serve.

Working cross-functionally with our Product and Clinical Quality Teams, you will lead and mentor team managers (who line-manage our Care Coordinators and Assessors), drive process excellence, and foster a positive and productive work environment. You will be instrumental in ensuring our Delivery Team is well-trained and compliant and consistently provides exceptional outcomes for families.

If you demonstrate success in this role, you may take on further responsibilities and can be promoted to ‘Head of’ Care Delivery.

 

Responsibilities

• Delivery Team Leadership and Development: Line manage team managers, oversee Assessors and Care Coordinators, and foster a high-performing and constantly developing team environment
• Team Culture: Cultivate a positive environment, promote a "can-do" attitude, and maintain team engagement and motivation.
• Care Pathway Excellence: Partner with our Product and Clinical Quality Team to ensure adherence to our care pathway curricula and manage audits, complaints, and contested outcomes.
• Process Improvement: Partner with our Product Team to audit non-clinical processes (e.g., scheduling, communication, CCTs) and continuously identify and implement improvements.
• Compliance: Partner with our People Team to ensure team members maintain current training, qualifications, and registrations.

 

What qualities will you bring to the role?

• A passion for healthcare/healthtech and supporting the needs of our families.
• Strong operational skills, including project and change management, as well as process analytics and improvement
• Excellent leadership and team management skills, with the ability to motivate and develop others with empathy
• A positive startup/scaleup mindset, including a solutions-oriented approach, a "can-do" attitude, and resilience
• Exceptional communication and interpersonal skills, with the ability to foster a positive and collaborative work environment across functions.
• A commitment to ensuring compliance, service quality, and continuous improvement.

 

What qualifications and experience will you bring?

Required:

• At least 6-7 years experience, either directly or via reports, managing large teams (20 FTE minimum) in a fast-growing environment, including leading areas such as capacity planning, hiring, rota and scheduling, development, and supporting well-being. 
• Demonstrable track record of achieving business goals against deadlines.

Desirable:

• Experience within healthcare, ideally line managing healthcare professionals.
• Experience with workflow management tools (e.g., Jira, Asana, Monday.com, Trello) or operational reporting systems (e.g., Salesforce reporting, Tableau, Power BI, custom internal dashboards).
• Formal qualifications or training in project management (e.g., PMP, PRINCE2, Agile certifications), operations management (e.g., Lean Six Sigma, APICS), or a related field (e.g., Business Analysis, Change Management Institute certification).
• Experience with change management methodologies (e.g., Prosci ADKAR®, Kotter's 8-Step Change Model, Lewin's Change Management Model) or formal certification in change management (e.g., Prosci Change Management Certification, ACMP CCMP, APMG International Change Management, or Change Management Institute (CMI) Accreditation).
• Experience of working in cross-functional squads/teams

 

Why Join Us?
At Paloma Health, you’ll be part of a mission-driven organisation transforming access to healthcare for patients in England. We offer:

• A strong and positive culture prioritising staff well-being, transparency, and career development.
• Protected time and budget for team connection, learning, and community-building.
• Salary of £60,000 per year, with some flexibility based on experience. 
• Annual salary reviews, 5% employer pension, and company laptop.
• Share options in Paloma Health. We all benefit from our success!
• A unique leave benefits package, including 25 days of annual leave, plus your birthday off, plus 10 days of paid sabbatical leave every three years.

 

Time commitment: Full time.

 

Location: Hybrid working, three days in the London office and two flexible for home or office. We consider flexible working requests if this is not possible for you.

 

Reporting to: VP Product & Operations

 

Equality & Diversity: Paloma Health is an equal-opportunity employer committed to diversity and inclusion in the workplace and throughout the application process. We do not discriminate based on any protected characteristics.

 

Application process: Please complete your application on our website. The deadline is 11th June.

 

We understand that applying for a new job takes a lot of work, and we value your time. We are looking forward to reading your application.

 

Join us in revolutionising access to NHS autism and ADHD care in England!