Manager, Clinical Operations

This is a fully remote position, open to applicants in Canada.

📋 Description

• Lead the rapidly expanding Medical Office Assistant (MOA) team.

• Directly oversee MOA team members and provide coaching to Team Leads and Senior MOAs.

• Conduct individual meetings, establish goals, perform performance reviews, facilitate professional development, and manage payroll and HR issues.

• Establish performance standards, address any issues, and cultivate a supportive, accountable, and patient-centered team culture.

• Assist with hiring strategies, recruitment, onboarding, team organization, and the introduction of new roles.

• Manage schedules and coverage from 7am to 1am ET, 7 days a week, including overtime, time off, and holidays.

• Monitor queues and backlogs, adjusting staffing and priorities in real-time.

• Own service level agreements (SLAs) and target metrics; conduct quality assurance and ticket reviews leading to coaching and process enhancements.

• Handle escalations from patients, healthcare providers, and partner teams.

• Share leadership responsibilities during evenings and weekends.

• Forecast staffing needs, identify capacity risks, aid in headcount planning, and lead quarterly objective and key results (OKR) planning.

• Prepare the team for new launches and workflows, including training and the creation of macros.

• Collaborate with product and engineering teams on platform and tool modifications.

• Analyze metrics to assess the impact of changes and launches.

• Maintain standard operating procedures (SOPs) and the knowledge base, ensuring adherence to patient privacy and documentation standards.

• Collaborate across functions with Medical Leadership, providers, customer support, pharmacy, compliance, data, and product teams.

⛳️ Requirements

• A minimum of 5 years of experience in healthcare operations, a medical office, or patient/customer support.

• At least 3 years of experience managing frontline teams.

• Proven experience managing teams with extended hours or 7-day schedules, including scheduling and workforce planning.

• Experience in managing and developing team leads or supervisors, with a focus on performance management.

• Proficient in analyzing data using Google Sheets or Excel and creating simple dashboards.

• Strong knowledge of patient privacy regulations (PHIPA / PIPEDA) and the handling of personal health information.

• Experience working collaboratively with clinical, product, and data teams.

• Excellent communication skills with the ability to remain calm and organized under pressure.

• Ability to work both collaboratively and independently in a virtual-first environment.

• Background as an MOA, in a medical office, or clinical setting is advantageous.

• Experience in a startup or scale-up environment, preferably in telehealth or healthcare, is a plus.

• Background in managing remote or virtual teams is an asset.

• Experience in supporting product launches or new workflow implementations is a benefit.

• Legally entitled to work in Canada.

• Agreement to undergo a criminal background check.

🏝️ Benefits

• Comprehensive medical, dental, and vision coverage.

• Maternity and paternity leave policy.

• Three weeks of vacation.

• Stock option grants.

• Flexible remote work arrangements.