JOB DESCRIPTION – Operations Lead

Role Title: Operations Lead
Reports To: Founder & CEO and Clinical Director
Location: Hybrid – primarily remote with occasional in-person meetings (Isle of Wight -Cowes)
Hours: Flexible, with the ability to work during peak operational times.

Role Purpose

To provide reliable, accountable operational support for Lantern Clinic, ensuring the smooth running of daily operations while enabling the founder and clinical team to focus on strategy, patient care, and business growth.

The Operations Lead will own operational processes, implement systems, and be measured against clear KPIs for efficiency, patient satisfaction, and business growth.

Key Responsibilities

Operational Management

• Oversee daily clinic operations, including bookings, payments, lab coordination, and patient communications.

• Manage the clinic email inbox with timely responses and clear delegation, ensuring no breakdown/ delay in communication.

• Track laboratory results, collate them on the patient CRM, and proactively update patients without delays.

• Create and maintain SOPs for all repeatable workflows, using technology and automation functionality on our CMR
  
  

Team & Process Support

• Act as the first point of contact for operational issues, solving problems independently before escalating.

• Support clinicians by managing non-clinical tasks and protecting their time.

• Maintain strong relationships with labs, suppliers, and contractors.

Technology & Systems

• Confidently manage booking platforms, CRM, email automation, and accounting tools.

• Implement automation to reduce repetitive tasks.

• Generate operational reports and track KPIs (appointments, revenue, turnaround times).

Customer Service Excellence

• Deliver empathetic, efficient, and professional communication to patients.
  Handle all sensitive information with confidentiality and discretion.

Skills and Attributes

- Highly organised, reliable, and punctual
- Loyal and accountable, with strong ownership and follow-through
- Proactive problem-solver who brings solutions, not just problems
- IT knowledge and adaptable to new systems
- Flexible with time – available when needed, not strictly 9-5
- Strong customer service experience - ideally in health/wellness
- Teachable, open to feedback, and growth-focused
- Respects clinical expertise and supports the team effectively

Reporting & Accountability

• Reports directly to the Founder/CEO.

• Provides weekly KPI updates, challenges, and solutions.

• Owns solutions—expected to propose resolutions, not just flag problems.