Director of Clinical Operations

eMed operates a D2C and B2B population health service, currently focused on GLP-1 and related peptide medications.

The post-holder is responsible for the management and delivery of the patient-facing service in the US. 

The role involves co-working with multiple stakeholders including the in-house Customer Support operation, clinical services provided by external Clinical Partners, and other external services such as laboratories and delivery operators.

This is a fast paced and KPI driven role - with clear success metrics - the role requires a person who is keen to succeed, able to work to strict timeframes and who rolls their sleeves up if required. The role will change on a daily and weekly basis, and the post-holder will be expected to adapt and develop the role accordingly.

eMed operates a 24/7 service, so there may be a requirement to take part in out of hours duty rota cover on occasion.

Operational Leadership & Governance:

• Provide strong leadership, guidance, and mentorship to all operational staff
• Lead on overall organisation and governance for the service, working with the Chief Medical Officer, Customer Support Lead, Director of Quality and Regulatory to ensure robust systems are in place for audit, significant event analysis, complaints management, and risk management.
• Responsible for the day to day operation of key external partners, to include but not exclusive to fulfilment, Labs, clinical and pharmacy partners. 
• Work with the wider team in developing, implementing, and reviewing policies, protocols, and pathways to ensure adherence to best practice
• Lead on investigation and resolution of customer complaints
• Provide expertise and input to product, technology and design teams

2. Strategic Development & Planning:

• Contribute to the strategic planning and development of the services, identifying opportunities for innovation and service improvement.
• Work with the clinical, technology and finance teams to ensure that the services are delivered in a financially sustainable way. 
• Lead on the development and implementation of new services and initiatives in response to patient needs and leadership priorities
• Represent eMed externally when required

3. Quality Improvement & Performance:

• Drive continuous quality improvement initiatives across the service
• Monitor and analyse partner performance and quality, identifying areas for improvement or change.
• Work with the Director of Quality and Regulatory  in monitoring and analysing clinical performance data, identifying areas for improvement and implementing corrective actions.
• Work with the Chief Medical Officer to ensure that processes are safe and effective 
• Promote a culture of learning and reflection, encouraging staff to engage in quality improvement projects.

4. Staff Management & Development:

• Provide supervision and support to other operational staff (where appropriate through their respective line managers and team leads).
• Participate in the recruitment and induction of new staff.

5. Patient Care & Engagement:

• Maintain involvement in day to day issues as appropriate for the role and demonstrate exemplary customer care
• Champion customer engagement and involvement in service design and improvement.
• Work with colleagues to ensure patient safety is paramount in all operational activities.
• Handle complex patient issues and complaints with sensitivity and professionalism.

6. Collaborative Working:

• Work effectively with the Customer Support, Quality and Clinical teams to ensure efficient and effective operational delivery of clinical services.
• Foster strong working relationships with other healthcare providers, clients and partners

Experience:

• Extensive experience in healthcare management and support
• Previous leadership role with workforce responsibility
• Experience in quality assurance, governance, audit and quality improvement activity

Knowledge:

• Good understanding of data governance and confidentiality standards
• Good understanding and knowledge regarding the delivery of clinical services and  governance

Skills:

• Strong analytical and problem-solving skills, with the ability to interpret complex data and present findings clearly
• Exceptional attention to detail, accuracy, and the ability to work under pressure.
• Proactive, strong organisational skills and the ability to manage multiple projects and deadlines.
• Excellent communication and interpersonal skills, with the ability to work with a diverse range of senior stakeholders 
• Strong IT skills