
Care Delivery Specialist
17 hours ago
Clinical Operations Manager
Job DescriptionWe are seeking a highly skilled Clinical Operations Manager to oversee the delivery of our clinical services across onsite and virtual channels. This role will act as the key clinical operations representative for enterprise clients in assigned regions, ensuring exceptional delivery of services, providing case management, maintaining service quality, and overseeing regional clinicians.
This is an exciting opportunity for a candidate who can bridge enterprise client expectations with internal clinical standards and operational excellence. The ideal candidate will have a strong background in clinical operations, client relationship management, or case management, and experience managing clinicians in a B2B, hospital, or EAP setting.
The successful candidate will be responsible for:
- Client Management & Reporting: Serve as the main clinical point of contact for assigned enterprise clients, own the delivery and quality of monthly clinical reports and insights, track SLAs and proactively address any gaps or risks, attend client-facing meetings, facilitate escalations, and lead regular reviews.
- Clinical Service Oversight: Ensure clinician rosters are filled and services 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.
- Clinician Management & Quality: 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.
- Master's Degree (or equivalent) 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.
- Ability to balance clinical quality and client satisfaction.
- Global company culture
- Generous leave policy
- Christmas week off
- Birthday leave
- Quarterly mental health days
- Flexible work arrangements
- Work-life balance
- Medical coverage
- Performance bonus
- Development budget
- Mental health support
- Socials and communities
We offer a dynamic and supportive work environment that values personal growth and development. Our team is passionate about making a positive impact in the lives of our clients and colleagues.
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