Manager, Clinical Operations

New

FelixDigital healthcare

Remote, Canada, 7am to 1am ETFull-TimeManager

Salary75,000 - 85,000 CAD per year

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Job Details

Experience: 5+ years of experience in healthcare operations, a medical office, or patient or customer support, including 3+ years managing frontline teams
Required Skills: People ManagementMicrosoft ExcelQuality AssuranceGoogle Sheets

Have 5+ years of experience in healthcare operations, a medical office, or patient or customer support.
Have 3+ years of experience managing frontline teams.
Have experience managing teams with extended hours or seven-day schedules, including scheduling and workforce planning.
Have experience managing and developing team leads or supervisors, including performance management.
Be comfortable analyzing data in Google Sheets or Excel and building simple dashboards to support and explain decisions.
Have a strong understanding of patient privacy, including PHIPA/PIPEDA, and handling personal health information.
Have experience working cross-functionally with clinical, product, and data teams.
Be able to work collaboratively and independently in a virtual-first company.
MOA, medical office, or clinical experience, including lab, insurance-form, or pharmacy workflows, is an asset.
Startup or scale-up experience, ideally in telehealth or healthcare, is an asset.
Experience managing remote or virtual teams is an asset.
Experience supporting product launches or new workflow rollouts is an asset.

Manage direct reports and coach Team Leads and Senior MOAs through one-to-ones, goal setting, performance reviews, and professional development.
Set team standards, address performance issues, and support hiring, recruiting, onboarding, and team structure as the team grows.
Manage schedules and coverage across 7am to 1am ET, seven days a week, including overtime, time off, and holidays.
Monitor workflow queues and backlogs, adjusting staffing and priorities in real time.
Own service-level agreements and target metrics, and conduct quality assurance and ticket reviews that inform coaching and process fixes.
Manage escalations from patients, healthcare providers, and partner teams, and share evening and weekend leadership coverage.
Use workload and volume data to forecast staffing, identify capacity risks, support headcount planning, and lead quarterly OKR planning.
Prepare the team for new launches and workflows, including training and macros, and work with product and engineering on platform and tool changes.
Analyze metrics to assess trends and the impact of changes and launches; maintain SOPs and the knowledge base while ensuring patient privacy and documentation standards.

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