Why this role exists
The hardest part of clinic automation is rarely the software. It is finding the real process underneath five systems, three workarounds, and a team that has learned to compensate silently.
You will be the person in the room who can turn that reality into a clear operating model. You will earn trust with owners, clinicians, practice managers, and front-desk teams, then help the product team build the smallest change that actually closes the gap.
What you will do
- Run discovery inside clinics through observation, interviews, record sampling, and patient-journey mapping.
- Quantify where patients and work are being lost across enquiry, booking, diagnostics, treatment, rebooking, and follow-up.
- Define each workflow's trigger, owner, timing, success event, exception route, and stop condition before anything is automated.
- Translate findings into implementation briefs that engineering and clinic teams can both use without interpretation.
- Lead weekly clinic working sessions, surface decisions early, and keep scope tied to the agreed operational outcome.
- Measure adoption and funnel change after launch, then decide whether to improve, expand, or stop the workflow.
You will probably thrive here if
- You have led operations, transformation, implementation, or service design in healthcare, a regulated service, or another high-trust environment.
- You can move between a director-level commercial conversation and the detailed reality of a front-desk queue without losing either perspective.
- You are excellent at separating a people problem, a process problem, a data problem, and a software problem.
- You write clearly, facilitate decisions, and are comfortable saying that a workflow is not ready to automate.
What good looks like
- Within 30 days, you can map a clinic journey and identify the evidence needed to choose the first workflow.
- Within 90 days, you have led a clinic through discovery and into a controlled launch with clear owners and baselines.
- Within six months, your playbooks make discovery faster while preserving the judgement that each clinic needs.