The Opportunity

We’re looking for an experienced Operations Manager to manage US Clinical Services across our brands. This role will supervise a team of remote Telemedicine Nurse Practitioners and Physicians, and partner with our Medical Advisory team, to deliver high quality and efficient patient care. This role will provide essential operational and analytical leverage to the team, ensuring robust systems, processes, and reporting are set up to provide performance insights.

The role will suit someone who is data and process orientated, autonomous with technical systems and reporting, and motivated by the challenge of providing outstanding patient care in a scaling and innovative digital health setting. They should be comfortable working with a variety of physicians, sharing performance and patient feedback.

This is a full time, permanent role. The successful candidate will have a remote working arrangement, with the option to work at our Florida pharmacy during the week if preferred.

What you'll do

Operations

• Supervise a team of remote Telemedicine Nurse Practitioners and Physicians, leading on engagement initiatives and providing performance feedback.
• Budget management; prepare weekly cost variance analysis vs budget, identifying key trends in cost drivers and providing recommendations.
• SLA management; optimise team resources to meet response time targets and analyse cause when not met.
• Workforce planning; forecast capacity requirements, set hiring targets and oversee recruitment.
• Expert in the end-to-end clinical customer journey and what data is captured at every stage of the workflow.
• Identify opportunities to improve customer experience and team efficiency.
• Collaborate with cross-functional teams to deliver growth and service improvement projects.

Team Quality

• Ensure quality processes are set up to capture the right data points, ensuring data is captured accurately by the team to facilitate reporting insights.
• Monitor trends in quality indicators (CSAT, approval rates, complaints and incidents) and share service insights with Operations and Medical stakeholders.

Admin & Compliance

• Oversee team onboarding and deliver operational training. Liaise with the Medical team to deliver clinical training.
• Manage the rota, approve time-off, review timesheets and approve invoices.
• Documentation management; ensure Operations and Medical protocols are easily navigated by the team. Partner with Legal to ensure required standards are met.
• Ensure clinician licences and internal records are kept up to date.
• Ensure regulatory required audits are completed on-time and documented properly.

What you'll bring to HeliosX

• Previously managed a US telemedicine workforce to meet efficiency and quality targets; alternatively, 3 years experience in healthcare consultancy.
• Very strong technical skills, including data modelling (Google Sheets) and reporting (data visualisation tools, such as Metabase).
• Excellent communicator, with the ability to flex style to suit a variety of healthcare professionals and Operations stakeholders.
• Autonomous in problem solving with data-led solutions.
• Process orientated, with a passion for creating structure and using insights to inform your approach. #LI-Remote