Manager, Clinical Operations

Job not on LinkedIn

🔥 16 hours ago

🇨🇦 Canada – Remote

💵 CA$75k - CA$85k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏥 Clinical Operations

👻 Ghost score 2%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Felix

WebsiteLinkedInAll Job Openings

11 - 50 employees

💼 Consulting

📦 Logistics

🏥 Healthcare

💰 Series B on 2023-04

Consulting • Logistics • Healthcare

Felix is Canada’s first truly integrated healthcare platform, offering on-demand treatment for various health needs such as weight loss, mental health, and sexual health. Founded in 2019, Felix provides a digital-first approach to healthcare that includes everything from diagnosis to prescription, all accessible from the comfort of home. The platform connects users with licensed Canadian healthcare practitioners who provide prescriptions safely and appropriately based on remote assessments. Felix aims to provide hassle-free access to healthcare with options like free shipping and direct insurance billing, ensuring users receive necessary medications discreetly and efficiently.

📋 Description

• Lead the fast-growing Medical Office Assistant (MOA) team • Directly manage MOA team members and coach Team Leads and Senior MOAs • Conduct 1:1s, set goals, complete performance reviews, support professional development, and handle pay and HR matters • Set standards, address performance issues, and build a supportive, accountable, patient-focused team culture • Support hiring plans, recruiting, onboarding, team structure, and 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 and adjust staffing and priorities in real time • Own SLAs and target metrics; run QA and ticket reviews leading to coaching and process improvements • Manage escalations from patients, healthcare providers, and partner teams • Share evening and weekend leadership coverage • 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 • Collaborate with product and engineering on platform and tool changes • Analyze metrics and measure the impact of changes and launches • Maintain SOPs and the knowledge base and ensure patient privacy and documentation standards • Work cross-functionally with Medical Leadership, providers, customer support, pharmacy, compliance, data, and product teams

🎯 Requirements

• 5+ years of experience in healthcare operations, a medical office, or patient or customer support • 3+ years managing frontline teams • Experience managing teams covering extended hours or 7-day schedules, including scheduling and workforce planning • Experience managing and developing team leads or supervisors, including performance management • Comfortable analyzing data in Google Sheets or Excel and building simple dashboards • Strong understanding of patient privacy (PHIPA / PIPEDA) and handling personal health information • Experience working cross-functionally with clinical, product and data teams • Effective communication and ability to stay calm and organized under pressure • Ability to work collaboratively and independently in a virtual-first company • MOA, medical office or clinical background is an asset • Experience at a startup or scale-up, 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 • Legally entitled to work in Canada • Consent to a criminal background check

🏖️ Benefits

• Full medical, dental, and vision benefits • Maternity and paternity policy • 3 weeks vacation • Stock option grant • Remote work arrangement