Felix - Manager, Clinical Operations
Requirements
• 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 • 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
Responsibilities
• 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
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 [email protected]. • RECRUITMENT FRAUD ALERT • Please note: We have been made aware of fraudulent recruiting activities where individuals pose as Felix representatives. • Communication: We will only ever contact you from an official @felixforyou.ca http://felixforyou.ca email address. • Interviews: All interviews are conducted via Google Meet; we never interview via text-only platforms (like Telegram or WhatsApp). • Payments: We will never ask for credit card information, bank details, or payments for "equipment" or "onboarding" during the application process.
Apply in one click
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT