Remote opportunity at
FelixManager, Clinical Operations
Felix seeks a Manager, Clinical Operations to lead its rapidly expanding Medical Office Assistant team on a remote, full-time basis. Established in 2019, the digital healthcare…
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About This Role
Felix seeks a Manager, Clinical Operations to lead its rapidly expanding Medical Office Assistant team on a remote, full-time basis. Established in 2019, the digital healthcare platform aims to improve accessibility to health and wellbeing services across Canada by offering online treatment, prescription deliveries, and continuous care for various daily health categories. In this virtual-first position, the individual will guide people operations, manage daily scheduling across extended operating hours, and…
Job Description
Felix seeks a Manager, Clinical Operations to lead its rapidly expanding Medical Office Assistant team on a remote, full-time basis. Established in 2019, the digital healthcare platform aims to improve accessibility to health and wellbeing services across Canada by offering online treatment, prescription deliveries, and continuous care for various daily health categories. In this virtual-first position, the individual will guide people operations, manage daily scheduling across extended operating hours, and drive process improvements.
This role centers on coaching Team Leads and Senior MOAs, tracking service level agreements, and utilizing data to navigate workflow capacity. The professional will collaborate across multiple departments including medical leadership, product, compliance, and pharmacy teams. Candidates must possess significant background in healthcare operations and frontline management, along with expertise in data analysis and patient privacy regulations.
Responsibilities
- Directly supervise members of the Medical Office Assistant team while coaching Team Leads and Senior MOAs through regular meetings, performance reviews, and professional development
- Oversee daily schedules and coverage across 7 days a week from 7 am to 1 am ET, handling time off, overtime, and holiday staffing
- Monitor workflow queues and service level agreements, utilizing data to adjust staffing levels in real time and conduct quality assurance ticket reviews
- Handle escalations originating from patients, healthcare providers, and partner divisions
- Lead quarterly OKR planning and use volume metrics to forecast future capacity and headcount needs
- Prepare the team for upcoming product launches and workflow updates by developing training procedures and standard operating materials
- Collaborate cross-functionally with product, engineering, clinical, data, and pharmacy teams while keeping standard operating procedures up to date
Requirements
- At least 5 years of professional background in healthcare operations, medical offices, or customer support
- Minimum 3 years of experience managing frontline teams
- Demonstrated experience managing teams covering 7-day schedules and extended hours, including workforce planning
- Prior experience managing and developing supervisors or team leads through performance management
- Data-driven skill set with proficiency in Excel or Google Sheets for building dashboards and making decisions
- Thorough knowledge of patient privacy standards including PIPEDA and PHIPA
- Background collaborating cross-functional with data, product, and clinical groups
Qualifications
- Clinical, medical office, or MOA background involving insurance form, lab, or pharmacy workflows
- Previous experience working within a telehealth, healthcare, startup, or scale-up environment
- Experience overseeing virtual or remote teams
- Prior involvement in supporting new workflow rollouts or product launches
Core Skills
Benefits
- Full vision, dental, and medical benefits
- Paid maternity and paternity leave policy
- Three weeks of vacation time
- Stock option grant
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, this is a virtual-first role.
What is the employment type?
The posting specifies that this is a full-time position.
What salary is offered for this role?
The posting does not specify the salary for this position.
How are applicants protected from recruitment fraud?
Felix communicates exclusively from official @felixforyou.ca email addresses, conducts interviews solely via Google Meet, and never requests payments, credit card information, or bank details during the application process.
Sample Interview Questions
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