Head of Operations - Telehealth

The Head of Operations - Telehealth, is responsible for leading and managing a contingent independent contractor workforce of 100 doctors. This role involves evolving the clinical solutions and experience, ensuring availability and engagement of the workforce, identifying and building out tech controls, ensuring patient and prescriber safety, and keeping across policy and regulation. You will collaborate with various department heads, including operations, nursing, compliance, growth, and legal, to build an evolving and compliant solution that prioritises checks, balances, and acknowledgements. This role also involves managing performance and adherence of the department and service.

Key Responsibilities

• Clinical Leadership:
  • Provide strategic direction and leadership for the telehealth doctors’ team
  • Develop and implement clinical solutions to enhance patient and prescriber experience
  • Ensure the delivery of high-quality care through evidence-based practices
  • Build and lead a high-performing team by providing leadership, direction and support to employees, ensuring they have a clear understanding of their roles and responsibilities.
  • Promote the empowerment and growth of staff by providing mentorship, coaching, and professional development opportunities to team members.
  • Delegate responsibilities effectively and manage team performance to achieve individual and departmental goals.
  • Set team OKRs and KPIs in relation to patient/customer satisfaction, NPS, and monitor metrics to identify areas for improvement and optimisation.
• Workforce Management:
  • Develop strategies to attract, retain, and motivate the doctors workforce (independent contractors)
  • Develop strategies to promote high engagement and availability from Doctors to meet the demands for consults
  • Oversee workforce planning and scheduling to meet patient demand
• Tech Controls and Innovation:
  • Identify and build out technological controls to support telehealth services
  • Work with IT and other departments to integrate new technologies and improve existing systems
  • Ensure that tech solutions align with clinical needs and regulatory requirements
• Patient and Prescriber Safety:
  • Implement policies and procedures to ensure patient and prescriber safety
  • Monitor and ensure compliance with all relevant healthcare regulations and standards
  • Lead initiatives to continuously improve safety and quality of care
• Policy and Regulation:
  • Stay abreast of changes in healthcare policy and regulations affecting telehealth
  • Ensure the telehealth service complies with all relevant laws and guidelines
  • Work with the compliance and legal teams to address regulatory challenges
• Collaboration and Coordination:
  • Collaborate with the Head of Operations, Head of Nursing, Head of Compliance, Head of Growth, and Legal to build a compliant and efficient telehealth service
  • Ensure effective communication and coordination between departments
  • Foster a culture of teamwork and continuous improvement
• Performance Management:
  • Develop and monitor performance metrics for the telehealth doctors’ team
  • Conduct regular performance reviews and provide feedback to doctors
  • Implement strategies to improve performance and ensure adherence to standards

Requirements

• At least 10 years of clinical experience in healthcare with at least 5 years in a leadership position
• Proven experience in telehealth healthcare settings is highly desirable,
• Strong experience leveraging technology for the optimisation of current processes
• Demonstrated ability to manage large teams, contingent workforce, and complex operations effectively
• Excellent leadership, communication, and interpersonal skills
• Strong knowledge of healthcare regulations, compliance standards, and best practices in clinical operations.
• Strategic thinking and problem-solving abilities, with a focus on improving patient care and operational efficiency.