
Clinical Operations Specialist
1 day ago
The role of a Clinical Operations Specialist is crucial in ensuring the delivery of exceptional clinical services to enterprise clients. This specialist works closely with assigned regions to provide case management, maintain service quality, and oversee regional clinicians.
Key Responsibilities:- Client Management & Reporting (30%):
- Act as the primary point of contact for assigned enterprise clients.
- Oversee the delivery and quality of monthly clinical reports and insights.
- Track key performance indicators and address any gaps or risks proactively.
- Attend client-facing meetings, facilitate escalations, and lead regular reviews.
- Contribute to solutioning for special projects.
- Clinical Service Oversight (30%):
- Ensure that clinician rosters are filled and services are delivered on time across onsite and virtual channels.
- Manage transitions, escalations, and referrals for high-risk or complex cases.
- Monitor clinical quality benchmarks for delivery operations, helpline, care navigation, and counselling teams.
- Develop and localise Standard Operating Procedures (SOPs) for country-specific delivery requirements.
- Coordinate various teams to refine workflows and client-facing experiences.
- Clinician Management & Quality (30%):
- 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.
- Align clinicians with internal clinical policies, ethics, and SOPs.
- Coordinate reflective practice, peer case discussions, and alignment to organisational goals.
- Provide clinical supervision in group and individual settings.
- Cross-Functional Collaboration & Projects (10%):
- Collaborate with other teams on improvements to service experience and workflows.
- Contribute to new program planning, pilot rollout, or clinical enhancement projects.
- Engage in cross-country best practice exchange and maintain regional alignment.
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