Manager, Clinical Operations

Felix

19d

About The Position

Felix is a digital healthcare company founded in 2019 that provides online treatment, prescription delivery, and ongoing care across a growing range of health categories. The Manager, Clinical Operations will lead Felix’s fast-growing Medical Office Assistant (MOA) team, which supports healthcare providers and patients across workflows including lab results and follow-ups, referrals, insurance forms and records, prescription and pharmacy queries, provider vacation coverage, patient reassignments, and payouts. The role directly manages MOA team members and coaches Team Leads and Senior MOAs. It oversees schedules, coverage, quality, service levels, performance, and operational metrics; prepares the team for launches; optimizes workflows; and supports strategic initiatives to improve patient and provider experiences. The position reports to the Senior Manager, Clinical Operations and works closely with the Manager, MOA Operations. The division of leadership responsibilities may evolve as the team grows. The Manager works cross-functionally with Medical Leadership, healthcare providers, customer support, pharmacy, compliance, data, and product teams. The role maintains quality of care and patient confidentiality while advancing Felix’s patient-centric mission. The team operates 7 days a week, with coverage across 7am to 1am ET, and the role includes shared evening and weekend leadership coverage.

Requirements

At least 5 years of experience in healthcare operations, a medical office, or patient or customer support, including at least 3 years managing frontline teams.
Experience managing teams with extended-hours or seven-day schedules, including scheduling and workforce planning.
Experience managing and developing team leads or supervisors, including performance management.
Ability to analyze data in Google Sheets or Excel and build simple dashboards to make and explain decisions.
Strong understanding of patient privacy, including PHIPA/PIPEDA, and handling personal health information.
Experience working cross-functionally with clinical, product, and data teams.
Effective communication skills and the ability to remain calm and organized under pressure.
Ability to work collaboratively and independently in a virtual-first company.

Nice To Haves

MOA, medical office, or clinical background, including experience with lab, insurance form, or pharmacy workflows.
Startup or scale-up experience, ideally in telehealth or healthcare.
Experience managing remote or virtual teams.
Experience supporting product launches or new workflow rollouts.

Responsibilities

Manage direct reports and coach Team Leads and Senior MOAs through one-on-ones, goal setting, performance reviews, professional development, pay, and HR matters.
Set clear team standards, address performance issues fairly and promptly, and foster a supportive, accountable, patient-focused culture.
Support team growth through hiring plans, recruiting, onboarding, team structure, and creation of new roles.
Manage schedules and coverage across 7am to 1am ET, seven days a week, including overtime, time off, and holidays.
Monitor queues and backlogs across MOA workflows and adjust staffing and priorities in real time.
Own service-level agreements and target metrics, and conduct quality assurance and ticket reviews that lead to coaching and process improvements.
Manage escalations from patients, healthcare providers, and partner teams.
Share evening and weekend leadership coverage.
Use workload and volume data to forecast staffing, identify capacity risks, support headcount planning, and lead quarterly OKR planning for the team.
Prepare the team for new launches and workflows, including training and macros.
Work with product and engineering teams on platform and tool changes.
Analyze metrics to understand trends and measure the impact of changes and launches.
Keep standard operating procedures and the knowledge base current, and ensure patient privacy and documentation standards are followed in every workflow.
Perform other related duties as assigned by the leadership team.