Manager, Clinical Operations

About Felix

Founded in 2019, Felix is a digital healthcare company that puts the patient in control of their own health and wellbeing. We’re passionate about building technology and beautiful customer experiences to make healthcare more accessible (and more enjoyable) for all Canadians. Felix is Canada's first end-to-end healthcare experience, providing online treatment, prescription delivery and ongoing care. We deliver care across a growing range of daily health categories such as weight loss, birth control, menopause, erectile dysfunction, acne, longevity and more.

The Role

We're looking for an experienced people manager to lead our fast-growing Medical Office Assistant (MOA) team. The team is the first point of contact for our healthcare providers on platform and workflow questions, and supports patients and healthcare providers 7 days a week across lab results and follow-ups, referrals, insurance forms and records, prescription and pharmacy queries. We also help our healthcare providers with vacation coverage, patient reassignments and payouts. You’ll directly manage members of the MOA team and coach and develop our Team Leads and Senior MOAs. Day to day, you’ll help run the team, from schedules and coverage to quality, service levels and performance, using data to guide your decisions. Additionally, you will prepare the team for new launches, optimize operational workflows, and support strategic initiatives to improve the patient and provider experience. This role reports to the Senior Manager, Clinical Operations, and works closely with our Manager, MOA Operations. How responsibilities are split across the leadership team will shift as the team grows. This is a key role on our clinical operations team. You'll work cross-functionally with Medical Leadership, healthcare providers, customer support, pharmacy, compliance, data and product teams, maintain quality of care and patient confidentiality, and promote our patient-centric mission of empowering Canadians to take control of their health and well-being.

You will

• People leadership
• Manage your direct reports and coach Team Leads and Senior MOAs, including 1:1s, goals, performance reviews, professional development, pay and HR matters
• Set clear standards, handle performance issues early and fairly, and build a supportive, accountable team culture focused on patients
• Help scale the team as we grow, from hiring plans, recruiting and onboarding to team structure and new roles
• Day-to-day operations
• Manage schedules and coverage across 7am to 1am ET, 7 days a week, including OT, time off and holidays
• Monitor queues and backlogs across all MOA workflows and adjust staffing and priorities in real time
• Own SLAs and target metrics, and run QA and ticket reviews that lead to coaching and process fixes
• Manage escalations from patients, healthcare providers and partner teams
• Share evening and weekend leadership coverage
• Planning, launches and improvement
• Use workload and volume data to forecast staffing, flag capacity risks early, support headcount planning, and lead quarterly OKR planning for the team
• Get the team ready for new launches and workflows, including training and macros
• Work with product and engineering on platform and tool changes
• Analyze metrics to understand trends and measure the impact of changes and launches
• Keep SOPs and the knowledge base current, and make sure patient privacy and documentation standards are followed in every workflow
• Perform other related duties as assigned by the leadership team

You have

• 5+ years of experience in healthcare operations, a medical office, or patient or customer support, including 3+ years managing frontline teams
• Experience managing teams that cover extended hours or 7-day schedules, including scheduling and workforce planning
• Experience managing and developing team leads or supervisors, including performance management
• Data-driven: comfortable analyzing data in Google Sheets or Excel and building simple dashboards to make and explain decisions
• Strong understanding of patient privacy (PHIPA / PIPEDA) and handling of personal health information
• Experience working cross-functionally with clinical, product and data teams
• Effective communicator who stays calm and organized under pressure
• Ability to work both collaboratively and independently, as we are a virtual-first company

Assets

• MOA, medical office or clinical background, including lab, insurance form or pharmacy workflows
• Experience at a startup or scale-up, ideally in telehealth or healthcare
• Experience managing remote or virtual teams
• Experience supporting product launches or new workflow rollouts

Benefits

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

Open vacancy: This posting is for an existing vacancy at the company. Our commitment to an inclusive team culture means embracing diversity and offering equitable access to opportunities and resources for people who might otherwise be excluded. During our recruitment process, we provide accommodations at any stage. Candidates can tell the hiring manager about their accommodation needs directly or email accessibility@felixforyou.ca.