About Rapid Health
Help practices transform how they deliver care.
At Rapid Health, we are reshaping how patients access healthcare through intelligent, autonomous triage. Smart Triage is already used by over 3 million patients in NHS primary care, helping practices manage demand safely and get patients to the right care faster.
Role Summary
We are now looking for a Customer Adoption Specialist who wants to play a meaningful role in that change. This is a hands-on, customer-facing role for someone who enjoys solving problems, building relationships and helping NHS practices adopt new ways of working.
You will work directly with practices as they adopt Smart Triage, ensuring they feel confident, supported and set up for success. This is more than onboarding. You will help customers understand the platform, embed it into their day-to-day workflows, create useful education content and bring customer insight back into Rapid Health so we keep improving.
This could suit someone from customer success, account management, healthcare operations, NHS support, or medical communications. What matters most is that you can build relationships, explain complex information clearly and help customers feel confident using technology in a real-world healthcare setting.
This is a hands-on role with real ownership and visibility. You will be close to the customer, close to the product and part of a team building something that can make a genuine difference to patients, practices and the NHS.
Purpose
To deliver an exceptional onboarding and adoption experience for NHS practices using Smart Triage, ensuring they achieve strong results quickly and confidently. The Customer Adoption Specialist will play a vital role in shaping how practices adopt, use, and value our platform, while improving onboarding and customer education as Rapid Health scales.
You’ll thrive here if you
- Are energised by solving problems and helping customers feel confident.
- Communicate clearly, calmly, and confidently under pressure.
- Can translate complex clinical, technical or operational information into practical guidance.
- Enjoy helping healthcare teams adopt new ways of working, not just learn how to use a system.
- Are tech-confident and are quick to pick up new tools, systems and AI-enabled workflows.
- Are proactive and naturally spot ways to improve processes, content, and customer experience.
- Have excellent attention to detail and pride yourself on precision and follow-through.
- Enjoy working closely with NHS practices and are curious about their operational pressures.
- Can tell the difference between a training issue, workflow issue, product gap and technical problem.
- Care about improving patient access and supporting clinicians to deliver care.
Key Responsibilities
Onboarding and Customer Success
- Lead onboarding for new practices adopting Smart Triage, ensuring clear communication, smooth setup, and strong early adoption.
- Run check-ins, Q&A sessions, and support calls to build confidence and address concerns quickly.
- Ensure each practice understands how to use Smart Triage safely, effectively, and in line with best practice.
- Help practices embed Smart Triage into their day-to-day workflows, including how teams manage requests, roles and escalation.
- Identify practices that may be struggling and provide additional support and guidance.
- Build strong customer relationships that encourage long-term engagement, adoption and retention.
Continuous Improvement
- Identify patterns in customer questions, issues, and pain points to influence product improvements, onboarding enhancements and customer enablement.
- Help simplify and streamline onboarding processes, content, and instructions.
- Contribute to building tools, templates, checklists, and guides that make onboarding clearer and more scalable.
- Use internal tools, automation platforms, and AI technologies to streamline onboarding, simplify workflows, and improve consistency.
- Help identify whether recurring issues are caused by training gaps, workflow confusion, product usability, technical issues or customer setup.
Content and Knowledge Development
- Improve and evolve our onboarding materials in Confluence to make them easier to follow and adopt.
- Create bite-sized content such as short videos, walkthroughs, FAQs, and quizzes to support ongoing learning.
- Develop practical education content for different user groups, including practice managers, admin teams, clinical users and super users.
- Contribute to the development of playbooks, best-practice guides, and success frameworks.
- Support user forums, webinars or group learning sessions that help customers share good practice and improve adoption.
Data and Insight
- Analyse customer usage data, feedback, and survey results to understand satisfaction drivers, adoption barriers and risks.
- Use adoption data and support trends to identify where practices may need further enablement.
- Share insights with product, operations, and leadership to prioritise improvements.
- Track key success metrics and support the reporting of onboarding and adoption performance.
- Help turn customer insight into practical actions that improve product usability, onboarding and customer experience.
Ideal Profile
- Early career professional with experience in customer success, training, onboarding, operations, NHS practice support, healthcare, scientific communications or medical communications.
- High tech-proficiency with the ability to learn new systems quickly. You will use tools, automation, and AI to streamline onboarding, improve consistency, and support customers more efficiently. Curiosity for technology and a willingness to experiment is essential.
- Able to understand product behaviour, diagnose simple technical issues and communicate clearly with internal teams.
- Experience working with NHS organisations, healthcare suppliers, practices, PCNs, ICSs, or healthcare communications is a strong advantage.
- Confident communicator with excellent written and verbal skills, able to explain complex clinical, technical or operational information clearly.
- Detail-oriented, organised, and capable of managing multiple onboarding and adoption activities at once.
- Naturally proactive and curious; someone who does not wait to be told what to fix.
- Empathetic and patient when supporting users with varied technical confidence.
- Able to spot whether an issue is likely to be a training need, workflow issue, product gap, technical problem or escalation.
- Motivated by impact, learning, ownership, and being part of a high-growth mission-driven company.
- Interested in improving patient access and supporting clinicians and practice teams to deliver care more effectively
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