Clinical Operations Manager US

The Opportunity

As the Operations Manager for US Clinical Services, you will provide essential operational leadership, ensuring robust systems, processes, and reporting are in place to provide performance insights. You will manage a team of remote telemedicine nurse practitioners and physicians, driving high-impact changes to meet customer SLAs. This role is ideal for someone autonomous with technical systems and reporting, and who is motivated by the challenge of delivering outstanding patient care. You will work closely with our Growth team to scale clinical capacity in line with demand forecasts.

Are you an experienced and strategic operations professional passionate about optimizing healthcare delivery? We are seeking a highly motivated and data-driven individual to lead our US Clinical Services across our Levity, ZipHealth, and RocketRx brands. This full-time, permanent, and fully remote role offers the opportunity to make a significant impact in a rapidly scaling and innovative digital health setting.

What you'll do

Operations

• Data Analysis & Insights: Identify issues, develop hypotheses, and execute in-depth analyses to translate data into meaningful insights. Partner with Analysts to uncover high-impact opportunities to improve business KPIs.
• Financial Management: Prepare weekly cost variance analysis, identify key trends in cost drivers, and provide recommendations.
• SLA & Workforce Management: Optimize team resources to meet response time targets, analyze root causes of missed targets, forecast capacity requirements, set hiring targets, and oversee recruitment.
• Customer Journey Expertise: Become an expert in the end-to-end US clinical customer journey, understanding data capture at every workflow stage.
• Continuous Improvement: Identify opportunities to enhance customer experience and team efficiency. Collaborate with cross-functional teams to deliver growth and service improvement projects.

Quality

• Data Integrity: Ensure processes capture accurate data points to facilitate robust reporting insights.
• Performance Monitoring: Monitor trends in quality indicators (CSAT, approval rates, complaints, and incidents) and share service insights with Operations and Medical stakeholders.

Administration & Compliance

• Training & Onboarding: Ensure consistent training and onboarding for all new joiners, liaising with the Medical team for advanced clinical training where necessary.
• Capacity & Rota Management: Accountable for the rota (managed by a coordinator) and overall capacity management to meet day-to-day service SLAs.
• Team Management: Manage team time-off, review contractor timesheets, and approve provider invoices.
• Documentation & Compliance: Ensure Operations and Medical protocols are easily navigable. Partner with legal to meet required standards. Accountable for keeping US clinician licenses and internal records up to date. Ensure timely and well-documented regulatory audits.

What you'll bring to HeliosX

• 5+ years prior experience managing a US telemedicine workforce to meet operational SLAs as well as service quality targets. 
• Success in analytical and operations roles within a rapidly growing company: Ability to balance quantitative and qualitative inputs for rapid, accurate decision-making and execution
• Deep interest in research and data analysis, with a proven track record of drawing actionable insights from data, such as Google SheetsExcel or MetabaseLooker (or other equivalent platforms).
• Very strong technical skills, including data modelling (Google Sheets) and reporting (data visualisation tools, such as Metabase).
• Excellent communicator, with ability to flex style to suit a variety of cross-functional stakeholders.
• Autonomous in problem solving with data-led solutions.
• Process orientated, with a passion for creating structure and data insights from ambiguity.

Life at HeliosX

At HeliosX, we want to improve healthcare for everyone, and to do this we need a team of brilliant people who share that ambition. We are currently a diverse team of engineers, scientists, clinical researchers, physicians, pharmacists, marketeers, and customer care specialists committed to our mission - but we need more talented folks to join us, if we want to achieve our global ambitions!

Aside from working with our all-star team, here are the other benefits of coming on board:

• 25 Days Holiday (+ all the usual Bank Holidays)
• Private health insurance, along with extra dental and eye care cover
• Pension scheme
• Enhanced parental leave
• Cycle-to-work Scheme
• Electric Car Scheme
• Free Dermatica and MedExpress products every month, as well as family discounts
• Home office allowance
• Access to a Headspace subscription, discounted gym memberships, and a learning and development budget

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