Senior Healthcare Professional
2 days ago
The Clinical Operations Manager plays a pivotal role in ensuring exceptional delivery of clinical services across various channels. They act as the key representative for enterprise clients, providing case management, maintaining service quality, and overseeing regional clinicians.
This role requires strong leadership skills, with the ability to balance clinical quality and client satisfaction.
Key Responsibilities- Client Management & Reporting (30%):
- Act as the main point of contact for assigned enterprise clients.
- Own the delivery and quality of monthly reports and insights.
- Track SLAs and proactively address any gaps or risks.
- Attend client-facing meetings, facilitate escalations, and lead regular reviews.
- Ensure clinician rosters are filled and services delivered on time.
- Manage transitions, escalations, and referrals for high-risk or complex cases.
- Monitor clinical quality benchmarks for delivery operations, helpline, care navigation, and counselling teams.
- Be the people manager for assigned onsite or regional clinicians.
- Monitor session quality, flag performance issues, and provide developmental feedback.
- Conduct orientation and operational onboarding for new clinicians.
- Collaborate with other teams on improvements to service experience and workflows.
- Contribute to new program planning, pilot rollout, or clinical enhancement projects.
- Master's Degree in Counselling, Clinical Psychology, or related mental health disciplines.
- Professional registration with a relevant counselling/psychology board.
- At least 3–5 years of post-graduate clinical experience.
- Demonstrated experience in clinical operations, client relationship management, or case management.
- Experience managing clinicians preferably in a B2B, hospital, or EAP setting.
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