Patient Pathway Manager

Since our inception in 2015 in Denmark, Liva has been a pioneer in the field of digital behaviour change. Our ambition is to empower 1 million people by 2030 to improve their health and well-being by preventing and managing chronic conditions through digitally-powered, evidence-based lifestyle interventions.

Headquartered in Copenhagen and London, our collaborations with healthcare systems - including the NHS, life science companies and health insurers - allow us to impact lives at scale. We recently acquired Momenta, a leading developer and provider of evidence-based, outcome driven, healthy lifestyle solutions that help people negotiate the many day-to-day challenges they face in living healthier lives, with a focus on weight management.

About The Role

We're looking for an experienced operational manager to lead the team that takes patients from referral to the start of their programme, and safely through to discharge. You'll manage 4–6 advisors and oversee referral processing, onboarding and clinical administration across our NHS and private health programmes. It's a hands-on management role: you'll lead, plan and improve how the team works, and jump into the queues yourself when it's busy.

What You'll Be Doing

• Leading and developing a team of advisors through 1:1s, coaching and quality reviews
• Managing referral intake and triage, and making sure anything needing clinical input reaches the right people fast
• Making sure every service follows the right onboarding process, with clear, up-to-date SOPs
• Planning rotas and call capacity, and jumping into the queues yourself when volumes spike
• Overseeing clinical admin: GP and referrer correspondence, prescription ordering, safety alerts and discharge
• Training the team to share tasks, so work is covered and nobody becomes a single point of failure
• Tracking performance against SLAs, investigating complaints and fixing broken processes
• Spotting referral trends and working with Customer Operations to fix them at the source

Who We're Looking For

You've already managed a team in a busy patient-facing or healthcare admin setting, and you're the person others turn to when something needs sorting properly. You understand how referrals, GP correspondence and clinical admin work, you can tell when a patient query needs a clinician, and you keep a team organised and accountable without losing warmth.

You must have

• Proven line management experience, including 1:1s, performance conversations and development
• Experience of clinical or healthcare administration, such as referrals, GP letters, prescriptions or discharge processes
• Sound triage judgement: knowing when a query needs clinical input and escalating it safely
• Experience planning rotas or call capacity against demand
• A strong working knowledge of confidentiality, GDPR and safeguarding
• Confidence with CRM systems and data dashboards, and clear, accurate documentation habits

Nice to have

• Experience in NHS-commissioned services or primary care
• Experience handling complex complaints
• Knowledge of diabetes, weight management or long-term condition services
• Experience of prescription or medication administration

This role is not

• A clinical role: clinical decisions stay with our clinical team
• A hands-off management role: you'll take complex calls and cover queues when needed

What success looks like after 6 months

Referrals and onboarding run to agreed timeframes, clinical admin is shared across a trained team rather than relying on one person, SOPs are clear and followed, and everyone in your team knows what's expected of them.

What you'll get

• A management role at the heart of NHS programmes that change people's health
• The chance to shape how a growing service runs
• A supportive team and a manager invested in your development
• Exposure to digital health and behaviour change at scale

At Liva, we are a purpose-driven company; we go to work every day to help people live better lives. Our purpose is in our DNA, and we are always on the lookout for talented people eager to evolve and build a life-changing career within global health tech.

We believe in doing business the right way. Liva is committed to eliminating discrimination and encouraging diversity amongst our workforce. We're committed to developing a representative workforce at all levels, and maintaining a working environment that promotes the health and wellbeing of our employees.

As a signatory to the Armed Forces Covenant we welcome applications from veterans, service leavers, and military spouses.

Guaranteed Interview scheme - As part of our commitment to the Government Disability Confident Initiative, and the Armed Forces Covenant, we are offering a guaranteed interview scheme to anyone with as disability as defined by the Equality Act 2010, or military veterans, service leavers, and military spouses.

Liva will operate a fair, inclusive and transparent recruitment and selection process. If you require any reasonable adjustments throughout our interview process please let us know and will be happy to accommodate.