Operations Coordinator (UK Clinical Services)

at  HeliosX

HeliosX is one of the world’s fastest growing HealthTech companies. We’re committed to improving the quality, accessibility, and affordability of healthcare for everyone. In 2013, our Founder Dwayne D’Souza recognised the need for prescription healthcare to catch up with other industries by taking advantage of technological innovations - to enable rapid delivery of medications and improved customer convenience. Since our founding, we’ve been entirely bootstrapped - we achieved product-market fit and profitability without ANY external funding whatsoever.
Our mission is to help people across the world get the medications they need, faster. Through our sites and platforms, customers can conveniently access prescription medications and treatments to treat a range of health problems, as well as purchase clinical-grade, personalised skincare. We have dedicated in-house clinical teams authorised to prescribe medications, and we own a pharma business capable of manufacturing many of the medicines and skincare products we provide. We’re an in-house, Direct-To-Consumer (D2C) proposition all the way down - and we’re passionate about that approach.
Our revenue reached a record $76 million USD last year, with unprecedented 32% year-on-year growth. With a 40% year-on-year growth target for 2024, it’s an exciting time to be part of the HeliosX journey. Come and help in making access to medication quicker and easier than ever before in human history!

We are looking for an organised, empathetic and driven Operations Coordinator to join our UK Clinical team. This is a great opportunity for someone who thrives in a fast paced environment and is able to think outside the box. You will get the chance to work for one of the fastest health-tech startups in Europe!
Our UK Clinical Services team comprises a team of remote prescribing pharmacists, who prescribe HeliosX’s treatment pathways and provide clinical follow-up support to patients. We’re looking for an Operations Coordinator to support the team, focussing on resource planning, workstream management, team metrics and general administrative support. This role reports into and provides essential support to Operations Managers, who manage the prescriber teams and are responsible for delivering a high quality, efficient and compliant service, in line with business targets.
The role will suit someone who is efficient, competent with data (Google Sheets) and has excellent attention to detail and multi-tasking skills. Confidence in engaging with a team of healthcare professionals is key.
This is a full time, permanent role. The successful candidate will have a remote working arrangement, with the option to work at our London office during the week if preferred.
Key responsibilities include:

Operations - Resource Planning & Workstream Management

• Set the prescriber rota schedule, ensuring there is sufficient daily coverage across all workstreams to meet the service SLA targets.
• Authorise and monitor time-off and calculate overtime requirements. Escalate potential resource gaps to Operations Managers.
• Monitor rota adherence and follow up with prescribers on any non-adherence.
• Manage workstream queues throughout the day and make / communicate rota adjustments to ensure resource is continuously optimised for customer demand and SLA targets.
• Monitor orders on-hold and ensure these are actioned promptly by the team.
• Monitor unresolved emails to ensure these are being escalated appropriately by the team.

Operations - Team Metrics

• Support the Operations Manager with preparing service performance reporting. Follow up with prescribers if timesheets aren’t submitted or appear incorrect.
• Monitor pharmacist metrics, investigate outliers and share findings / recommendations with Operations Managers or Customer Care Team Leads.
• Support the Operations Managers with engagement initiatives to motivate the team and celebrate success.