Manager, Clinical Operations

The role

You will lead the Medical Office Assistant team by managing direct reports and coaching Team Leads and Senior MOAs. You will oversee day-to-day operations, staffing, and service levels while supporting strategic initiatives and new launches.

What you will do

• Manage direct reports and coach Team Leads and Senior MOAs
• Handle performance reviews, professional development, pay and HR matters
• Manage schedules and coverage across 7am to 1am ET, 7 days a week
• Monitor queues and backlogs and adjust staffing and priorities in real time
• Own SLAs and target metrics and run QA and ticket reviews
• Manage escalations from patients, healthcare providers and partner teams
• Share evening and weekend leadership coverage
• Forecast staffing and support headcount planning using workload and volume data
• Prepare the team for new launches and workflows
• Work with product and engineering on platform and tool changes

Required qualifications

• 5+ years of experience in healthcare operations, a medical office, or patient or customer support
• 3+ years managing frontline teams
• Experience managing teams that cover extended hours or 7-day schedules
• Experience managing and developing team leads or supervisors
• Comfortable analyzing data in Google Sheets or Excel and building simple dashboards
• 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

Nice to have

• 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

About the company

Felix is a digital healthcare company founded in 2019 that provides online treatment, prescription delivery and ongoing care for Canadians. It is an end-to-end healthcare experience covering categories such as weight loss, birth control, menopause, erectile dysfunction, acne, and longevity.