Senior Business Analyst - Operations and Technology

ABOUT MEDEFER

Medefer is an innovative CQC registered healthcare provider that aims to transform the way that healthcare is delivered by enabling healthcare systems to provide patients with the best healthcare experience - timely, efficient and effective.

Founded by Consultants and GPs working in the NHS, our culture is driven by a deeply held commitment to the NHS and delivering transformational change to the patient experience. We are a passionate, dedicated and patient-focused team striving to make healthcare fit for the 21st century. Our vision is to completely re-frame the way that healthcare is delivered.

Medefer’s technology platform delivers world-class leading safety, whilst delivering a unique approach in delivering a national service to patients, from referral, to treatment and discharge.

AT MEDEFER WE BELIEVE THAT EVERY NHS PATIENT DESERVES THE BEST POSSIBLE HEALTHCARE.

JOB TITLE: Senior Business Analyst - Operations and Technology

REPORTING TO: Head of Transformation

LOCATION: Remote

SALARY BANDING: £55,000-£65,000 per annum

Join us in our mission to transform patient care and be part of a dynamic and innovative team. We pride ourselves on a supportive, collaborative and inclusive culture and you will have the opportunity to work alongside a team of intelligent, driven and compassionate people who care deeply about transforming the way healthcare is delivered.

ROLE OVERVIEW:

Medefer has been at the forefront of digital transformation in NHS outpatient care for over a decade. We pioneered the consultant-led virtual hospital model, and our approach has been explicitly recognised by the UK government as one of three “tried-and-tested” innovations forming the blueprint for NHS Online – the national virtual hospital service launching in 2027.

That recognition reflects what we’ve already built. We are scaling into new ICBs and specialties, developing innovative pathways, and shaping how virtual care is delivered nationally. To do that well, we need people who can work across the full breadth of the organisation – Operations, Clinical, Product, and Engineering – to design, improve, and deliver the pathways and platform capabilities that will define the next generation of NHS virtual care.

This is a role for someone who wants to be at the centre of that work – spending time with frontline teams, understanding how our pathways and platform operate, solving real problems with evidence and structured thinking, writing clear requirements when technology change is needed, and ensuring that what we build and change actually works in practice.

What success looks like

• Problems are thoroughly understood before solutions are committed to

• Technology and operational changes are well-targeted and durable

• Temporary workarounds are tracked, managed, and resolved deliberately

• Requirements are clear enough for engineering to build from with confidence

• Changes are embedded across teams through effective training, SOPs, and communications

• Knowledge of how our platform and pathways work is documented and shared, not held by individuals
  

KEY RESPONSIBILITIES:

Understand problems thoroughly before proposing solutions

• Spend time with clinical, administrative, and operational teams to understand how current pathways and processes operate, where friction or risk exists, and what the impact is on patients, staff, and partners.

• Produce concise problem statements that include: what the issue is, the evidence, the likely root cause, and a recommendation on how to address it – whether that’s a process change, training, a system fix, or a combination.

• Use structured analysis methods (e.g. root cause analysis, process mapping, Lean waste identification) to get beyond surface symptoms.

Drive operational improvement

• Work with Operations and Clinical teams to design, document, and improve clinical and administrative pathways so they are safe, scalable, and clearly understood.

• Identify where current SOPs are not being followed and work with teams to understand why – distinguishing between training gaps, unclear processes, and genuine process problems.

Translate needs into clear requirements (when technology change is the right answer)

• Write clear user stories and requirements with acceptance criteria, edge cases, and test scenarios so engineering can build safely and predictably.

• Work with Engineering to understand constraints, dependencies, risks, and sequencing.

• Ensure appropriate clinical safety and information governance stakeholders are engaged for changes that affect clinical workflow, patient communications, reporting logic, or integrations, and that required evidence is captured before go-live.

Own delivery of your workstreams

• Take ownership of getting work from problem identification through to implemented solution – whether that’s a process change, a system change, or both.

• Coordinate across teams (Operations, Clinical, Product, Engineering, external partners) to keep work moving and resolve dependencies.

QUALIFICATIONS, EXPERIENCE, SKILLS AND COMPETENCIES:

Essential

• Genuine curiosity and a growth mindset – a habit of asking “why”, exploring alternatives, testing assumptions with evidence, and actively seeking out new tools and ways of working to improve how you and your team operate.

• Significant experience as a business analyst or similar role in a regulated or safety-critical environment (healthcare strongly preferred).

• Proven ability to diagnose operational problems using evidence and structured analysis, not just take requests at face value.

• Strong process mapping and redesign skills – able to document complex pathways clearly and identify practical improvements.

• Ability to write clear, unambiguous requirements and acceptance criteria that engineering teams can build from.

• Good understanding of the software development lifecycle and how engineering teams work.

• Strong stakeholder engagement skills – comfortable working with clinicians, operations staff, engineers, and senior leadership.

Desirable:

• Experience working across both operational improvement and technology delivery (not just one or the other).

• Experience recognising patterns across individual issues and bundling them into coherent improvement plans.

• Practical experience using AI/LLMs in a work context (prompting, evaluating outputs, integrating into workflows).

• Experience with Lean, Six Sigma, or similar improvement methodologies.

BENEFITS:

• Workplace pension scheme

• 28 days annual leave in addition to the normal bank holidays (pro-rated for part time hours)

• Flexible working hours

• Private Healthcare Insurance

• Discount schemes

• Employee Assistance Programme

• Health and wellbeing scheme that provides free access to a confidential phoneline, GP and counselling services

Medefer is a Disability Confident Employer.

We commit to interviewing applicants who declare a disability and meet the minimum essential criteria for the job. If you would like to be considered under this scheme, please let us know in your application or by contacting our recruitment team.

Medefer fully complies with the Equality Act 2010. We are an equal opportunities employer, value diversity and welcome applications from candidates of all backgrounds.

This job description is non-contractual and the postholder will be expected to perform additional duties and tasks that may be assigned by management from time to time to suit business needs.

Medefer contact details are provided for the specific purpose to support potential candidates and are not to be used to market services. The named individual has not consented to unsolicited marketing emails. ‘Direct marketing’ means the communication, by whatever means, of marketing material which is directed at individuals. Privacy and Electronic Communications Regulations (PECR) apply to unsolicited emails, for which the individual has not provided consent. Medefer takes the privacy of individuals very seriously and failure to abide by this notice will result in action taken.