Senior Manager, Clinical Operations (18 Month Contract)

About Felix

Founded in 2019, Felix is a patient-driven digital healthcare company that puts you in control of your health and wellbeing. We’re passionate about building technology and beautiful customer experiences to make healthcare more accessible (and more enjoyable) for all Canadians. Our strong venture partners provide us the resources to support our rapid growth and we are continuing to build our incredible team based in Toronto. Felix is Canada's first end-to-end healthcare experience, providing online treatment, prescription delivery and ongoing care across a growing range of categories such as birth control, erectile dysfunction, acne and more.

The Role

As the Senior Manager of Clinical Operations, you'll play a crucial role in our Operations team, leading our Clinical Operations department. You'll work closely with cross-functional teams such as patient experience, product, medical directors, regulatory affairs, and the data team.

You will lead  both our healthcare practitioners and medical office administrators, focusing on developing, refining, and maintaining the systems and procedural frameworks essential for delivering exceptional care to our patients. Your role ensures smooth clinical operations and supports both sets of professionals in their daily tasks.

Your primary responsibilities will be overseeing, advocating for and supporting both our team of healthcare practitioners and medical office administrators. You'll be instrumental in ensuring they have the support they need to excel in their roles, from recruitment and onboarding, to training, communications, quality assurance, supervision, performance, and daily support. Your role will be instrumental in ensuring that our teams are equipped and empowered to deliver the highest standard of care to our patients.

Responsibilities:

• Lead and manage the growing medical office administration team to ensure exceptional patient care and healthcare practitioner support, fostering a culture of high performance and continuous improvement.

• Manage Felix's healthcare practitioner network, overseeing recruitment, onboarding, workflows, systems, and internal clinical processes.

• Own all support-related communication with healthcare practitioners, setting a high bar for patient quality and experience, and acting as the point of escalation for any issues.

• Demonstrate a hands-on approach by providing support when needed and contributing to the overall vision and strategy of the clinical operations organization.

• Act as the voice of healthcare practitioners and medical office administrators across the business, leveraging insights to influence product strategies and improve user experiences.

• Track, analyze, and report on weekly team metrics, using findings to drive change and improvements company-wide.

• Anticipate trends and issues, collaborating with the leadership team to problem-solve proactively.

• Coordinate with customer support and pharmacy teams to enhance service for patients and reduce user issues.

• Develop and maintain a comprehensive system to track lab requisitions, fostering timely results and documentation while simultaneously optimizing operational efficiencies to facilitate seamless conversion of patient visits.

• Collaborate with the product team to develop the infrastructure supporting the needs of our practitioners and MOA team.

• Assist the business with pre- and post-launch considerations and processes for new category additions and provincial expansions.

• Serve as a liaison between pharmacies, internal teams, and healthcare practitioners to facilitate effective communication and support.

• Coordinate healthcare practitioner schedules for lab responsibilities and audio/video consultations.

• Proactively identify and address operational roadblocks, unnecessary complexities, and silos, fostering a culture of problem-solving and collaboration with a no-ego attitude.

• Uphold the confidentiality of personal health information rigorously.

Experience:

• 4+ years leading operations, medical, or customer experience-focused teams

• Completion of a medical office administration program, registered nursing degree, or equivalent education in a related field

• Experience scaling teams and processes as part of a fast growing start up

  • Doing so in healthcare or health tech industry considered a strong asset

• Technical aptitude and a quick learning ability with software and systems, including EMRs.

• Possess a high degree of emotional intelligence, exemplified by self-awareness and empathy, to gain the trust and commitment necessary for transformative change.

• Strong analytical skills with the ability to interpret data and drive strategic decision-making

• Strong organizational skills with meticulous attention to detail.

• Excellent customer service and problem-solving skills.

• Thorough comprehension of patient privacy regulations and protocols for safeguarding confidentiality.

• Ability to identify gaps and execute on implementing solutions, both individually and at the team level

• Ability to thrive in a fast-paced, dynamic, and innovative environment

• Ability to communicate and work cross-functionally

• Experience coaching teams to higher levels of accountability and execution

Benefits

• Full medical, dental and vision benefits

• Parental Leave policy

• 3 weeks vacation + flexible holiday scheduling

• Competitive compensation

• Remote first, work from anywhere in Canada

• Incredible culture powered by an highly collaborative and high performing team

• Large impact at an early stage technology company

Location: Remote (Canada). We are currently working remotely and open to candidates from anywhere in Canada.

We are proud to be an equal opportunity workplace committed to building a team culture that celebrates diversity and inclusion and as such does not discriminate on the basis of race, color, religion, sex, national origins, age, sexual orientation, disability, or any other characteristic protected by applicable laws. Selection decisions are solely based on job-related factors.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact accessibility@felixforyou.ca for assistance.